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Phone Based Customer Service Level 2 & 3
Skill Arts

Mastering Effective Telephone Communication Skills for 2026! > Instant Access > Lifetime Validity > Free Certificate

Summary

Price
Save 24%
£15 inc VAT (was £19.99)
Offer ends 31 October 2026
Study method
Online, On Demand 
Course format
16 Videos (with subtitles and transcripts) and 5 PDFs
Duration
1.8 hours · Self-paced
Qualification
No formal qualification
Certificates
  • Accredited Certificate on Customer Service From SkillArts - Free
  • Reed Courses Certificate of Completion - Free
Additional info
  • Tutor is available to students
56 students purchased this course

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Overview

Why Study This Phone-Based Customer Service Course?

  • 60% of UK customers prefer to contact customer service by phone.
  • Phone-based customer service is the most effective channel for resolving customer issues.
  • Phone-based customer service is the most popular channel for customer support globally.

This Phone-Based Customer Service Training Comprises The Following Courses:

  • Course 01: Telephone Etiquette Level 3
  • Course 02: Customer Service Certification Level 2 & 3

Learning Outcomes:

  • Understand the importance of telephone etiquette, including tone and clarity, for effective customer service.
  • Learn professional communication techniques tailored for customer service over the phone.
  • Identify strategies to reduce distractions to enhance customer service during phone interactions.
  • Gain skills in handling both inbound and outbound calls efficiently in a customer service setting.
  • Develop techniques for managing challenging customer interactions over the phone.

Dual Certificates

After completing this Phone-Based Customer Service Course, you will receive a course completion certificate from Reed. Also, you will receive an Accredited Certificate of Completion From SkillArts.

Assessment Method:

  • MCQ Based
  • Pass Mark: 40%
  • Assessment Fee: £5

Student Testimonials:

★★★★★ "Excellent. I am really benefiting from this course"

Reviewed by Butterfly White

★★★★★ " I am thrilled to share my positive experience. This course has exceeded my expectations in every aspect, and I wholeheartedly recommend it to anyone seeking to improve their CS skills.

Reviewed by Dharam Singh

Certificates

Curriculum

This course contains

Format: 16 Videos (with subtitles and transcripts) and 5 PDFs

Duration: 1h and 50m

    • 1: Customer Service: Introduction & Aspects of Telephone Etiquette 07:04
    • 2: Customer Service: Talking The Right Way On The Phone 09:44
    • 3: Customer Service: How to Eliminate Phone Distractions 05:52
    • 4: Care for a Feedback 01:00
    • 5: Customer Service: Effects of Destruction 06:03
    • 6: Customer Service: Inbound & Outbound Calls Preview 08:00
    • 7: Customer Service: Dealing With Angry Customers 06:19
    • 8: Customer Service: Voicemail Messages _ Interoffice Calls 07:22
    • 9: Customer Service: Transferring calls and Messages 04:51
    • 10: Customer Service: Methodology for Training Employees 08:12
    • 11: Order Your Course Completion Certificate for the completed course 01:00

    • 12: Customer Service: basics_of_customer_service 04:15
    • 13: Customer Service: benefits_of_good_customer_relationship 04:16
    • 14: Customer Service: providing_great_customer_care_service 07:07
    • 15: Customer Service: service_model___defusing_techniques 04:38
    • 16: Customer Service: customer_management 07:45
    • 17: Customer Service: building_customer_rapport 06:23
    • 18: Customer Service: greeting_customers_professionally 06:52
    • 19: Order Your Course Completion Certificate for the completed course 01:00

    • 20: Final Quiz 01:00

    • 21: Order CPDQE Accredited Certificate 01:00

Course media

Description

Phone-Based Customer Service Course Syllabus:

  • Customer Service Foundations: Introduction to Telephone Etiquette
  • Customer Service Communication: Talking The Right Way On The Phone
  • Eliminating Distractions for Enhanced Customer Service
  • Customer Service Calls: Mastering Inbound & Outbound Techniques
  • Customer Service Excellence: Dealing With Angry Customers
  • Voicemail and Interoffice Calls in Customer Service
  • Training for Excellence in Customer Service: Methodology for Employees
  • Customer Service Etiquette: Phrasing and Tone of Voice
  • Active Listening Skills in Customer Service
  • Customer Service Strategies: Minimising Phone Distractions
  • Choosing the Right Call Type for Optimal Customer Service
  • Customer Service in Action: Handling Difficult Callers
  • The Art of Voicemail in Customer Service
  • Customer Service Training: Effective Interoffice Communication
  • Customer Service Skills: Ending Calls Professionally
  • Customer Service Essentials: Speaking Clearly and Confidently
  • Customer Service and Telephone Etiquette: A Comprehensive Overview
  • Professional Phone Skills in Customer Service
  • Customer Service Focus: Avoiding Common Phone Distractions
  • Inbound vs. Outbound: Customer Service Perspectives
  • Customer Service Techniques: Interacting with Angry Customers
  • Voicemail Mastery in Customer Service
  • Interoffice Communication Skills for Customer Service
  • Customer Service Training: Effective Call Transferring Techniques
  • The Role of Customer Service in Telephone Etiquette Training

Who is this course for?

You can enrol on higher-level courses, such as:

  • Level 2 Certificate in Customer Service
  • Level 3 Diploma in Customer Service
  • Level 4 Diploma in Customer Service Management

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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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