Telephone Skills Diploma
Access Duration - 365 Days
Accredited By "CPD & iAP"
Guided Learning Hours (16)
Course Material
Number of Modules 11
Mock Exam Included
Final Exam Included
4.3( 4 REVIEWS )
799 STUDENTS
Accredited By
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?
- Course Description
- Method of Assessment
- Certification
- Entry Requirement
- Career Path
- 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.
This Telephone Skills Diploma is comprehensive and designed to cover the following key areas:
- Customer Service Principles
- Excellent Customer Service Process
- Communication Skills for Customer Service
- Customer Service Techniques
- Handling Customer Complains
- Telephone Techniques
- Telephone Etiquette
- Telephone Customer Service Process
- Power of Telephone Courtesy
- Internal Customer Service
- Customer Service at Call Centres
- Developing Effective Telephone Customer Service Skills
This course has been designed for 16 guided learning hours.
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 a Diploma in Telephone Skills Training.
- 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.
This certificate will greatly supplement your other professional qualifications and help you win an outstanding job role in the corporate world. You can also use this certificate to progress in your career by demanding for salary increments and job promotions from your organisation. Below listed are few of the job positions this certificate will help you in, along with the average UK salary per annum according to www.payscale.uk,
- Customer Service Representative – £17,863 per annum
- Customer Service Agent – £17,195 per annum
- Receptionist – £16,283 per annum
- Administrators – 1£7,444 per annum
- Call center manager - £29,817 per annum
- Telemarketers – £18,490 per annum
- Customer service assistant – £14,387 per annum
| Common Career Paths For Customer Service Representative (CSR) |
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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 | |||
| 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 | |||
| 5. Handling Customer Complains | |||
| Handling Customer Complains | 00:07:00 | ||
| 6. Telephone Techniques | |||
| Telephone Techniques | 00:17:00 | ||
| 7. Telephone Etiquette | |||
| Telephone Etiquette | |||
| 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 | |||
| Final Exam: Telephone Skills Diploma | 00:40:00 | ||
| Certificate Download Guide | |||
| Certificate Download Guide | 00:03:00 | ||
George Wing
This course teaches you the correct way to conduct yourself when speaking with a customer on a telephone and via email and in person, this is good for working environments because you will be expected to handle yourself in a professional manor
Lisa Cooper
Easy to navigate through the course. Informative and easy to follow.
Kent Alexendra
I always had issues in having a proper telephone communication. I thought my professional life will go down the hill cause of this shortcoming, until I came across this course. Now I know how to deal a telephone call professionally.
Barry Cade
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.