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Telephone Skills Training
CPDUK Accredited | 50% OFF Certificate & Transcript
28 Students enrolled on this course 5 (1 Reviews)
Last updated March 23, 2023
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Having a holistic understanding of telephone etiquette can make a huge difference to your customers and your profits. This course is ideal for you, whether you frequently deal with customers on the telephone or about to enter into telemarketing and become a customer service representative, receptionist, call centre agent, or customer-facing employee. Learn the fundamental telephone etiquette skills and understand how to handle an office telephone system expertly. Moreover, you will determine how to control tone, rate of speech and pitch for improving voice quality, and discover plenty of tips and tricks for handling rough or angry callers.
In just 75 Minutes, you will:
- Be able to handle interoffice calls and voicemail messages
- Successfully eliminate phone distractions and correct poor telephone etiquette
- Develop and master the techniques that improve your organization’s image
- Handle incoming and outgoing calls precisely that win more business
- Correctly respond to rude or hostile customers
- Answer the phone expertly at your business
Why choose this course
- Earn an e-certificate upon successful completion.
- Accessible, informative modules taught by expert instructors
- Study in your own time, at your own pace, through your computer tablet or mobile device
- Benefit from instant feedback through mock exams and multiple-choice assessments
- Get 24/7 help or advice from our email and live chat teams
- Full Tutor Support on Weekdays
Course Design
The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.
You are taught through a combination of
- Video lessons
- Online study materials
- Mock exams
- Multiple-choice assessment
Certificate of Achievement
Endorsed Certificate of Achievement from the Quality Licence Scheme
Once the course has been completed and the assessment has been passed, all students are entitled to receive an endorsed certificate. This will provide proof that you have completed your training objectives, and each endorsed certificate can be ordered and delivered to your address for only £59. Please note that overseas students may be charged an additional £10 for postage.
CPD Certificate of Achievement from Janets
Upon successful completion of the course, you will be able to obtain your course completion e-certificate. Print copy by post is also available at an additional cost of £9.99 and PDF Certificate at £4.99.
Endorsement
This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.
Method of Assessment
To successfully complete the course, students will have to take an automated multiple-choice exam. This exam will be online and you will need to score 60% or above to pass the course. After successfully passing the exam, you will be able to apply for Quality Licence Scheme endorsed certificate of achievement.
To verify your enhanced skills in the subject, we recommend that you also complete the assignment questions. These can be completed at any time which is convenient for yourself and will be assessed by our in-house specialised tutors. Full feedback will then be given on your current performance, along with any further advice or support.
Who is this course for?
Telephone Skills Training is suitable for anyone who wants to gain extensive knowledge, potential experience and expert skills in the related field. This course is designed by industry experts so you don’t have to worry about the quality.
Most importantly, this course does not require any experience or lesson to get enrolled. You will learn everything that is required from this course directly. This is a great opportunity for all students from any academic backgrounds to learn more on this subject.
This lesson is ideal for:
- Customer Service Assistants
- Customer Service Representatives
- Call Center Agents
- Small Business Owners
- Sales Assistants
Course Curriculum
| Telephone Skills Training | |||
| Module One – Getting Started | 00:05:00 | ||
| Module Two – Aspects of Phone Etiquette | 00:10:00 | ||
| Module Three – Using Proper Phone Language | 00:10:00 | ||
| Module Four – Eliminate Phone Distractions | 00:05:00 | ||
| Module Five – Inbound Calls | 00:05:00 | ||
| Module Six – Outbound Calls | 00:05:00 | ||
| Module Seven – Handling Rude or Angry Callers | 00:10:00 | ||
| Module Eight – Handling Interoffice Calls | 00:05:00 | ||
| Module Nine – Handling Voicemail Messages | 00:05:00 | ||
| Module Ten – Methods of Training Employees | 00:05:00 | ||
| Module Eleven – Correcting Poor Telephone Etiquette | 00:05:00 | ||
| Module Twelve – Wrapping Up | 00:05:00 | ||
| Mock Exam | |||
| Mock Exam – Telephone Skills Training | 00:20:00 | ||
| Final Exam | |||
| Final Exam – Telephone Skills Training | 00:20:00 | ||
| Assignment | |||
| Assignment – Telephone Skills Training | 2 days, 10 hours | ||
| Order Your Certificate | |||
| Order your Certificate QLS | 00:00:00 | ||
Course Reviews
Frequently asked questions
Can’t find the anwser you’re looking for ? Reach out to customer support team.
There are no specific prerequisites for this course, nor are there any formal entry requirements. All you need is an internet connection, a good understanding of English and a passion for learning for this course.
You have the flexibility to access the course at any time that suits your schedule. Our courses are self-paced, allowing you to study at your own pace and convenience.
For this course, you will have access to the course materials for 1 year only. This means you can review the content as often as you like within the year, even after you've completed the course. However, if you buy Lifetime Access for the course, you will be able to access the course for a lifetime.
Yes, upon successfully completing the course, you will receive a certificate of completion. This certificate can be a valuable addition to your professional portfolio and can be shared on your various social networks.
We want you to have a positive learning experience. If you're not satisfied with the course, you can request a course transfer or refund within 14 days of the initial purchase.
Our platform provides tracking tools and progress indicators for each course. You can monitor your progress, completed lessons, and assessments through your learner dashboard for the course.
If you encounter technical issues or content-related difficulties with the course, our support team is available to assist you. You can reach out to them for prompt resolution.
good course
good as a refresher for anyone in the call centre world