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Customer Care Skills and Telephone Etiquette Training cover image

Customer Care Skills and Telephone Etiquette Training
Training Express Ltd

CPD Accredited | Free PDF & Hard Copy Certificate included | Free Retake Exam | Lifetime Access

Summary

Price
£19 inc VAT
Study method
Online
Duration
5 hours · Self-paced
Access to content
Lifetime access
Qualification
No formal qualification
CPD
10 CPD hours / points
CPD What's this?
Certificates
  • Digital certificate - Free
  • Hard copy certificate - Free
Assessment details
  • Multiple Choice Questions (MCQ) (included in price)
Additional info
  • Tutor is available to students

Overview

[Updated 2025]

Did you know that businesses lose an estimated $75 billion each year due to poor customer service? Providing excellent customer care not only fosters loyalty but also has a direct impact on a company's bottom line. So, remember, investing in exceptional customer service isn't just good practice—it's good business!

In a world where every interaction counts, mastering the art of Customer Care Skills and Telephone Etiquette is akin to wielding a superpower in the realm of business.

Join us in this journey towards mastery, where each module is a revelation, and each lesson a gem waiting to be uncovered. Elevate your customer service game and set yourself apart in a world where exceptional service is the ultimate currency.

Key Features:

  • CPD Certified
  • Instant e-certificate and hard copy dispatch by next working day
  • Fully online, interactive course with audio voiceover
  • Developed by qualified professionals in the field
  • Self-paced learning and laptop, tablet, smartphone-friendly
  • 24/7 Learning Assistance
  • Discounts on bulk purchases

Corporate Training

  • Designed Specifically To Meet The Needs Of Corporate Training Programs
  • Industry-standard Course Lengths Aligned With Market Standards
  • Trusted By 10,000+ Businesses Worldwide
  • Boost Learning, Cut Costs
  • Strategic Alignment With Business Goals
  • Data-driven Insights And Industry Benchmarks To Adapt Training To Evolving Needs
  • Current & Relevant Content Regularly Updated To Stay Relevant

Certificates

Assessment details

Multiple Choice Questions (MCQ)

Included in course price

CPD

10 CPD hours / points
Accredited by CPD Quality Standards

Course media

Resources

Description

Course Curriculum

  • Module 01: Introduction to Customer Service
  • Module 02: What’s Different about Good Customer Service?
  • Module 03: Customer Service Communication Strategies
  • Module 04: Establishing Your Attitude
  • Module 05: Identifying and Addressing Customer Needs
  • Module 06: In-Person Customer Service
  • Module 07: Providing Electronic Customer Service
  • Module 08: Aspects of Phone Etiquette
  • Module 09: Building Rapport Over the Phone
  • Module 10: Inbound and Outbound Calls
  • Module 11: Active Listening and Managing Tough Callers
  • Module 12: Managing Interoffice Calls and Voicemail
  • Module 13: Problem Solving over the Phone
  • Module 14: Intra Organisation Dealings
  • Module 15: Measuring Customer Service

Learning Outcomes:

  • Understand fundamental principles of effective customer service communication strategies.
  • Develop appropriate attitudes and behaviours for handling customer interactions professionally.
  • Acquire skills to identify and fulfil diverse customer needs efficiently.
  • Master telephone etiquette including rapport building and active listening techniques.
  • Demonstrate proficiency in managing inbound and outbound calls effectively.
  • Implement problem-solving strategies to resolve customer issues over the phone.

Accreditation

All of our courses, including this course are fully accredited, providing you with up-to-date skills and knowledge and helping you to become more competent and effective in your chosen field.

Certification

Once you’ve successfully completed your Course, you will immediately be sent your digital certificates. Also, you can have your printed certificate delivered by post (shipping cost £3.99). Our certifications have no expiry dates, although we recommend renewing them every 12 months.

Assessment

At the end of the course, there will be an online assessment, which you will need to pass to complete the course. Answers are marked instantly and automatically, allowing you to know straight away whether you have passed. If you haven’t, there’s no limit on the number of times you can take the final exam. All this is included in the one-time fee you paid for the course itself.

Who is this course for?

  • Customer service representatives
  • Call centre agents
  • Receptionists
  • Administrative assistants
  • Sales associates

Career path

  • Customer Service Representative
  • Call Centre Operator
  • Receptionist
  • Sales Assistant
  • Administrative Assistant
  • Customer Experience Manager

Questions and answers

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Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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