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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 professionally. 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 professionally at your business

Why choose this course

  • Earn a free 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


Upon successful completion of the course, you will be able to obtain your course completion e-certificate free of cost. Print copy by post is also available at an additional cost of 9.99 and PDF Certificate at 4.99.

Who is this course for?

Telephone Skills Training is suitable for anyone who want to gain extensive knowledge, potential experience and professional 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 qualification to get enrolled. You will learn everything that is required from this course directly. This is a great opportunity for all student from any academic backgrounds to learn more on this subject.

This qualification 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

Course Reviews


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  1. good course


    good as a refresher for anyone in the call centre world