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What Will I Learn?

Handle customer calls in a professional manner.
Constructively respond to customer concerns or complaints.
Gain telephone communication skills and effective listening techniques.
Build rapport and satisfy customers’ needs quickly using effective dialogue skills.
Answer inbound calls & make outbound telephone calls in a professional manner.

√ Overview:

Build confidence and skills for handling telephone calls more professionally. Our comprehensive Telephone Skills Diploma covers professional telephone techniques and call handling etiquette, with an emphasis on customer service.

If you or your staff have to deal with customers either face to face or over the telephone, then effective customer care training is essential in enabling you to develop a customer caring attitude to delivering service effectively and consistently. Global Edulink is a leading online course provider, so we have designed this course to enhance customer service skills, so you can prove to employers and recruiters that you are able to provide customer service to the highest standard.

Studying 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 study efficiently and guide you to secure your qualification.

Who is this course for?

  • This course is ideal for those who are responsible for answering the telephone for incoming calls or dialling out and making calls on behalf of their organisation to suppliers or customers.

Course Description

This  Telephone Skills Diploma is comprehensive and designed to cover the following key areas:

  1. Customer Service Principles
  2. Excellent Customer Service Process
  3. Communication Skills for Customer Service
  4. Customer Service Techniques
  5. Handling Customer Complains
  6. Telephone Techniques
  7. Telephone Etiquette
  8. Telephone Customer Service Process
  9. Power of Telephone Courtesy
  10. Internal Customer Service
  11. Customer Service at Call Centres
  12. Developing Effective Telephone Customer Service Skills

This course has been designed for 16 guided learning hours.

Method of Assessment

At the end of the course learners will also take online multiple choice question assessment test. This online multiple choice question test is marked automatically so you will receive an instant grade and know whether you have passed the course.


Successful candidates will be awarded certificate for Telephone Customer Service Training.

Entry Requirement

  • This course is available to all students, of all academic backgrounds. However, a sound educational background would be an advantage.
  • Learners should be ages 16 or over to undertake the qualification.
  • Basic understanding of English language, literacy, numeracy and ICT are required to attend this course.

Career Path

There are different paths in which your career could develop. You can be a:

  • Customer Service Representative
  • Customer Service Agent
  • Receptionist
  • Administrators
  • Call Handlers
  • Call Centre Representative
  • Telemarketers
  • Consultants


Common Career Paths For Customer Service Representative (CSR)

Course Curriculum

1. customer service principles
The Value of Customer Good Service 00:19:00
Enhancing Customer Relationship 00:20:00
Dealing with Customer Expectation 00:25:00
Problem Solving 00:32:00
Success of Customer Service 00:17:00
Exercise Files- Customer Service Principles 00:00:00
2. excellent customer service process
Excellent Customer Service Process 00:00:00
3. communication skills for customer service
Communication Skills for Customer Service 00:23:00
4. customer service techniques
Customer Awareness 00:17:00
Improving Your Customer Service Leadership 00:35:00
Building Teamwork for Customer Service 00:11:00
Exercise Files- Customer Service Techniques 00:00:00
5. handling customer complains
Handling Customer Complains 00:07:00
6. telephone techniques
Telephone Techniques 00:17:00
7. telephone etiquette
Telephone Etiquette 00:00:00
8. telephone customer service process
Telephone Customer Service 00:16:00
9. power of telephone courtesy
Power of Telephone Courtesy 00:19:00
10. internal customer service
Internal Customer Service 00:35:00
11. customer service at call centres
The CSR – A Powerful Choice 00:07:00
Getting the Professional Edge 00:17:00
All Important Customers 00:11:00
Building Your Skills 00:24:00
Building Your Skills with Technology 00:08:00
Managing your Attitude 00:06:00
mock exam
Mock Exam : Telephone Skills Diploma 00:40:00
final exam
Exam: Telephone Skills Diploma 00:40:00
£299 £109 (inc. VAT)

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  • 365 Days
  • ,
  • Course Certificate
  • 16 Learning Hours
  • Exam Included

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CPD Accredited

Accredited Qualification


Unit Summary


Accredited by CPD & iAP

Awarded by iAP

CPD Accredited

CPD Membership No: 10582

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Course Reviews


1 ratings
  1. Barry Cade

    Awesome Course

    Because I have learned what I want and need here at Global Edulink. Because of Global Edulink I have study one of a very important lesson in a short period of time.