Mastering Telephone Etiquette and Communication Strategies

£29.00

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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.

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