Mastering Telephone Etiquette and Communication Strategies
Access Duration - 365 Days
Accredited By "CPD & iAP"
Guided Learning Hours (10)
Course Material
Number of Modules 02
Mock Exam Included
Final Exam Included
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758 STUDENTS
Accredited By
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 https://www.payscale.com/career-path-planner,
- 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 | ||
Justus Sigmund
Great Course Content! Learn from anywhere using personal devices and pdf is a good way to learn.