Telephone Handling Skills

Telephone Handling Skills Diploma (Level 5) - CPD Accredited

The Telephone Handling Skills course is designed by specialists by considering the need of both the job seekers and people already working with established businesses, which covers most of your professional needs in the field of Customer service and customer handling.

The Telephone Handling Skills diploma course will help you to learn from scratch and take you to a higher level of professionalism. As you may know that telephone handling skills are important because possessing good customer handling skills establishes trust and professionalism in the workplace. So, if you are looking to join various Customer Service management and organizational skills, then these are your most desired courses.

Are you new to online learning?

Don’t worry. Along with providing most professional courses, UKPDA also provides the most regular tutor support via online mediums and will guide you in every possible way to get the most out of your online course. Further to this, assessments are really challenging, but interesting, and will not take much of your time. You will have to read through the provided study material and attempt the Multiple Choice Questions (MCQs) afterwards.

This Telephone Handling Course comprises various modules and sub-modules based on a higher level. You will learn the basic understanding of customer services, customer support, communication strategies, handling difficult customers, call centre training, contact centre training, telephone etiquette, telework or telecommuting, and negotiation skills.

Course Benefits

The following is included for online study with the UK Professional Development Academy.

1. Courses / Training that best suit Work Experience, Knowledge, and Skills
2. Self-paced Training/Courses to continue working while studying
3. Self-Paced Courses to get free from the deadlines
4. Course materials that include Training Manual, Mock Quizzes and Case Studies that challenge you to apply your knowledge can be in PDF, Microsoft Word, Excel, and PowerPoint format.
5. Assessment resources are accessible through our online learning platform 24/7.
6. A professional one-to-one tutor to provide all-inclusive assistance throughout the course online.

Progression

Telephone Handling Skills - Manual Handling Courses

Modules Outline

This CPD course in Telephone Handling 9 modules in which learners must achieve 90 credits. Modules are:

Module 1: Customer Service

• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build goodwill through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers

Module 2: Customer Support

• Define customer support
• Know the different venues for customer support
• Recognize the challenges of customer support
• Learn different applications
• Know the proper forms of documentation
• Learning to be proactive in customer support

Module 3: Communication Strategies

• Understand what communication is
• Identify ways that communication can happen
• Identify barriers to communication and how to overcome them
• Develop their non-verbal and par verbal Telephone Handling Skills
• Use the STAR method to speak on the spot
• Listen actively and effectively
• Ask good questions
• Use appreciative inquiry as a communication tool
• Adeptly converse and network with others

Module 4: Handling Difficult Customers

• Cultivate a positive attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathize
• Build a rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers
• Develop strategies to adapt to challenging circumstances

Module 5: Call Center Training

• Define and understand call centre strategies.
• Identify different types of buying motivations.
• Create SMART Goals.
• Familiarize me with strategies that sharpen effective communication.
• Use proper phone etiquette.
• Set benchmarks.

Module 6: Contact Center Training

• How to get management involved in training.
• Why peer training works.
• Manners are important in the contact centre.
• How to build rapport with the callers.
• How to deal with difficult customers.

Module 7: Telephone Etiquette

• Recognize the different aspects of telephone language
• Properly handle inbound/outbound calls
• Know how to handle angry or rude callers
• Learn to receive and send phone messages
• Know the different methods of employee training

Module 8: Telework and Telecommuting

• Know the skills required for working outside the office
• Learn the keys to proper self-management
• Learn ways to manage time efficiently
• Know the different methods of organization and planning
• Identify various forms of communication, and they properly use
• Address and resolve challenges that teleworkers can face

Module 9: Negotiation Skills

• Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
• Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA
• Lay the groundwork for negotiation
• Identify what information to share and what to keep to yourself
• Understand basic bargaining techniques
• Apply strategies for identifying mutual gain
• Understand how to reach a consensus and set the terms of the agreement
• Deal with personal attacks and other difficult issues
• Use the negotiating process to solve everyday problems
• Negotiate on behalf of someone else

Course / Training Format

After successful enrollment, the learner will get access to the UKPDA Learning Platform, where all the study material / Training Manual will be available. Learning Platform can be accessed 24/7, anywhere, anytime.

The training Manual contains several modules, each having specific knowledge and case study at the end. All the course material will be in the form of texts (images/illustrations), and there will be no video or live lectures during the training course.

The Test (MCQs) will be based on modules of the Training Manual.

Assessment

After studying through the training manual, Learner will have to attempt the final Test (online multiple-choice test – 2 attempts), and if necessary, may attempt the test a third time at no extra cost. Your test will be assessed automatically and straightaway so that you will know directly whether you have succeeded. The passing score is 75%. You can retake the test in case of not successful on the first attempt.

Before attempting your Final Test, you can test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).

All test(s) are online and are taken either through or after the course; these are included in the course price.

Duration

The minimum time to complete this training is 4 Weeks. But it is a self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.

Learners will have access to their Training via the Learning Platform for up to 12 months from the enrollment date. During this period, flexibility will be given to learners completing the course at any time.

Certificate

Upon successfully passing the Final Test, Learner must pay for a CPD Accredited Certificate of Completion either in PDF format or Hard-copy.

CPD Accredited Certificate of Completion (PDF format) = £42

CPD Accredited Certificate of Completion (Hardcopy) = £65 + postage charges local £9 = £74

CPD Accredited Certificate of Completion (Hardcopy) = £65 + postage charges International £14 = £79

Without any prior knowledge of Telephone Handling Skills, the learners can take this Telephone Handling training course and in addition to this, there are no age restrictions. Thus, anyone who is passionate and ambitious about Telephone Handling Skills can take the course. There are no specific deadlines for admission, and you can enroll anytime on this Telephone Handling course.

There are no precise requirements for the Telephone Handling Skills Certificate as no prior knowledge and experience of Telephone Handling Skills is required.

Students seeking to enrol in this telephone handling course should meet the following requirements;

• Basic knowledge of English Language & Basic Computer Skills
• Be aged 16 years or above

After completing the Telephone Handling Skills course/training, you will be able to grip yourself with specific knowledge and skills with the highest level of confidence to improve yourself and enhance the skills for your career in the relevant employment sector.

Currently there are no Q&As for this course. Be the first to ask a question.

Certificate of completion

Digital certificate - £42

Certificate of completion

Hard copy certificate - £65