Whether you work in an office, in a customer service role, in management or even if you have no work experience, being able to communicate effectively is vital. This course aims to give practical knowledge and skills, so you can communicate effectively and understand telephone etiquette. Employees who know how to handle the diverse situations using skill and professionalism, are an asset to any organisation. Give yourself an advantage over your competition with a well-recognised qualification on your CV.
Learning with Global Edulink has many advantages. The course material is delivered straight to you, and can be adapted to fit in with your lifestyle. It is created by experts within the industry, meaning you are receiving accurate information, which is up-to-date and easy to understand.
This course is comprised of professionally narrated e-Learning modules, interactive quizzes, tests and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will build your confidence to secure your qualification.
Who is it for:
- This course is perfect for anyone who is hoping to work in a call centre
- This course would also be helpful for anyone working in an office, reception or customer service role
This online training course is comprehensive and designed to cover the topics listed under the curriculum.
Method of Assessment:
At the end of the course learners will take an online multiple choice questions assessment test. This online multiple choice questions test is marked automatically so you will receive an instant grade and know whether you have passed the course.
Successful candidates will be awarded a Mastering Telephone Etiquette and Communication Strategies certificate.
Learners must be age 16 or over and should have a good grasp of the English language, literacy, numeracy and ICT.
This course could help you become:
- Customer Service Advisor
- Patient Support Advisor
- Contact Center Operator
- Call Center Agent
- Claims Handler
- Telephone Researcher
|Module Book 01 – Telephone Etiquette|
|Getting Started – Telephone Etiquette||00:00:00|
|Aspects of Phone Etiquette||00:00:00|
|Using Proper Phone Language||00:00:00|
|Eliminate Phone Distractions||00:00:00|
|Handling Rude or Angry Callers||00:00:00|
|Handling Interoffice Calls||00:00:00|
|Handling Voicemail Messages||00:00:00|
|Methods of Training Employees||00:00:00|
|Correcting Poor Telephone Etiquette||00:00:00|
|Wrapping Up – Telephone Etiquette||00:00:00|
|Module Book 02 – Communication Strategies|
|Getting Started – Communication Strategies||00:00:00|
|The Big Picture||00:00:00|
|Understanding Communication Barriers||00:00:00|
|Paraverbal Communication Skills||00:00:00|
|Speaking Like a STAR||00:00:00|
|Asking Good Questions||00:00:00|
|Mastering the Art of Conversation||00:00:00|
|Advanced Communication Skills||00:00:00|
|Wrapping Up – Communication strategies||00:00:00|
|Mock Exam: Mastering telephone etiquette and communication strategies||00:40:00|
|Exam: Mastering telephone etiquette and communication strategies||00:40:00|