Diploma in Customer Service: Telephone Etiquette

Are you aware of the importance of communication etiques? Do you know that there specially made etiquette for customer telephone service? If you are curious and want to know how to improve yourself to be able to communicate well, then this course will help you with that!

When people noticed or realized that their communication skills specifically telephone etiquette is wrong or the do not possess such trait, they are often uncertain of where they should start to change it. In this course, you will know that one of the first steps to gaining or improving a person’s phone etiquette is to know the different aspects of it. You should know the basics like phrasing and listening skills. If not, this is your chance to correct it.

There are particular methodologies and techniques that may help you upgrading your relational abilities and these will disclose to you where you are deficient. In this course, you will clearly get individuals to react with the right communication and approaches to doing it effectively since lot of people do not realize they have little or no phone etiquette.

Why choose us?

• Study in a user-friendly, advanced online learning platform;
• All the study materials are available in your student portal including videos tutorials.
• One of the most successful online education platforms in the UK.
• Affordable, engaging & high-quality e-learning study materials;
• You will have unlimited access to online learning platform in 24 hours a day, 7 days a week in 12 Months.
• Efficient exam systems for the assessment and instant result;
• The UK & internationally recognised accredited qualification;
• Access to course content on mobile, tablet or desktop from anywhere anytime;
• The benefit of applying for NUS Extra Discount Card;
• 24/7 student support.
• Technical supports and live chat service for your inquiries. This is very helpful for international learners.
• Excellent and flexible mentor supports by our team of experienced tutors/trainers via email.

Module One: Getting Started

Objectives

Module Two: Aspects of Phone Etiquette

Phrasing

Tone of Voice

Speaking Clearly

Listen to the Caller

Case Study

Module Three: Using Proper Phone Language

Please and Thank You

Do Not Use Slang

Avoid Using the Term “You”

Emphasize What You Can Do, Not What You Can’t

Case Study

Module Four: Eliminate Phone Distractions

Avoid Eating or Drinking

Minimize Multi-Tasking

Remove Office Distractions

Do Not Let Others Interrupt You

Case Study

Module Five: Inbound Calls

Avoid Long Greeting Messages

Introduce Yourself

Focus on Their Needs

Be Patient

Case Study

Module Six: Outbound Calls

Be Prepared

Identify Yourself and Your Company

Give Them the Reason for the Call

Keep Caller Information Private

Case Study

Module Seven: Handling Rude or Angry Callers

Stay Calm

Listen to Their Needs

Never Interrupt

Identify What You Can Do for Them

Case Study

Module Eight: Handling Interoffice Calls

Transferring Calls

Placing Callers on Hold

Taking Messages

End the Conversation

Case Study

Module Nine: Handling Voicemail Messages

Ensure the Voicemail Has a Proper Greeting

Answer Important Messages Right Away

Ensure Messages are Delivered to the Right Person

When Leaving a Message for Others

Case Study

Module Ten: Methods of Training Employees

Group Training

One-on-One Training

Peer Training

Job Shadowing

Case Study

Module Eleven: Correcting Poor Telephone Etiquette

Screening Calls

Employee Evaluations

Peer Monitoring

Customer Surveys

Case Study

Module Twelve: Wrapping Up

Words from the Wise

Review of Parking Lot

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Assessment and Certification:

Upon completion of the course, you will be required to sit an online multiple-choice test. Your test will be assessed automatically and the results will be given to you immediately. Before sitting your final exam you will have the opportunity to test your proficiency with a mock exam. After you have successfully passed the final exam, you will be able to order an Accredited Certificate of Achievement at an additional cost of £24 for a PDF copy and £39 for an original print copy sent to you by post.

• Professionals who work in the communications industry or part of the communications department. This will also be helpful to those people who are struggling with communication and expressing their thoughts into actions.
• People who are interested in learning more about communication.

• This course is available to all learners, of all academic backgrounds.
• Learners should be aged 16 or over to undertake the qualification.
• Good understanding of English language, numeracy and ICT are required to attend this course.

The Diploma in Customer Service: Telephone Etiquette is a useful qualification to possess, and would be beneficial for the following careers:

• Call Centre Agent
• Concierge
• Client Relations Associate
• Customer Service Representative
• Front Desk Associate/Receptionist
• Member Service Specialist
• Patient Care Coordinator.

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