Mastering Telephone Etiquette and Communication Strategies

Access Duration - 365 Days
Awarded By  Accredited By "CPD & iAP"
Guided Learning Hour 10 Guided Learning Hours (10)
Course Material Course Material
Number of Modules 02 Number of Modules 02
Assessment Included Mock Exam Included
Assessment Included Final Exam Included
5( 1 REVIEWS )

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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 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 this course aimed at?
  • Course Description
  • Entry requirements
  • Method of assessment
  • Certification
  • Progression and career path
  • 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.
Learners must be age 16 or over and should have a good grasp of the English language, literacy, numeracy and ICT.
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 Level 2 Certificate in Mastering Telephone Etiquette and Communication Strategies.
This certificate is sure to enhance your qualifications and help you land a progressive job opportunity in an industry of your choice.  You can also use this certificate to study further in the subject or to grow in your career in ways of salary increments and job promotions from the organisation. Given below are some of the job roles this course will benefit you in, along with the average UK salary per annum according to,
  • Telemarketer – £18,490 per annum
  • Telesales Executive – £18,303 per annum
  • Customer Service Advisor – £17,144 per annum
  • Call Center Supervisor – £21,186 per annum
  • Call Center Agent – £16,922 per annum
  • Claims Handler – £19,094 per annum
  • Communication Manager – £35,827 per annum

Course Curriculum

Module Book 01 – Telephone Etiquette
Getting Started – Telephone Etiquette
Aspects of Phone Etiquette
Using Proper Phone Language
Eliminate Phone Distractions
Inbound Calls
Outbound Calls
Handling Rude or Angry Callers
Handling Interoffice Calls
Handling Voicemail Messages
Methods of Training Employees
Correcting Poor Telephone Etiquette
Wrapping Up – Telephone Etiquette
Module Book 02 – Communication Strategies
Getting Started – Communication Strategies
The Big Picture
Understanding Communication Barriers
Paraverbal Communication Skills
Non-Verbal Communication
Speaking Like a STAR
Listening Skills
Asking Good Questions
Appreciative Inquiry
Mastering the Art of Conversation
Advanced Communication Skills
Wrapping Up – Communication strategies
Mock Exam
Mock Exam: Mastering telephone etiquette and communication strategies 00:40:00
Final Exam
Exam: Mastering telephone etiquette and communication strategies 00:40:00
Certificate Download Guide
Certificate Download Guide 00:03:00

Students feedback


Average rating (1)
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    J S

    Justus Sigmund

    March 02, 2018
    Great Course

    Great Course Content! Learn from anywhere using personal devices and pdf is a good way to learn.

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