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Phone Based Customer Service Level 2 & 3 - CPD Certified

Mastering Effective Telephone Communication Skills for 2024! > Instant Access > Lifetime Validity > Free Certificate

Skill Arts


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£12 inc VAT (was £13)
Offer ends 31 July 2024
Study method
Online, On Demand What's this?
2 hours · Self-paced
No formal qualification
  • Accredited Certificate on Customer Service From SkillArts - Free
  • Reed Courses Certificate of Completion - Free
Additional info
  • Tutor is available to students

29 students purchased this course

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Why Study This Phone-Based Customer Service Diploma Diploma?

  • 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 Diploma Diploma Comprises The Following Courses:

  • Course 01: Telephone Etiquette
  • Course 02: Customer Care
  • Course 03: Business Etiquette

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.

CPDQE Accreditation

This Phone Based Customer Service Diploma Course is CPDQE accredited. CPD is a globally recognised parameter for continuous professional development acknowledged by thousands of professional bodies, employers and academic institutions in the UK and around the world.

Dual Certificates

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


Accredited Certificate on Customer Service From SkillArts

Digital certificate - Included

Reed Courses Certificate of Completion

Digital certificate - Included

Will be downloadable when all lectures have been completed.


1h 58m
    • 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: Customer Service: Effects of Destruction 06:03
    • 5: Feedback 01:00 PDF
    • 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: Customer Service: Module 01 MCQ 02:00
    • 12: Customer Service: Module 02 MCQ 01:00
    • 13: Customer Service: Module 03 MCQ 03:00
    • 14: Customer Service: Module 04 MCQ 01:00
    • 15: Customer Service: Module 06 MCQ 02:00
    • 16: Customer Service: Module 08 MCQ 01:00
    • 17: Customer Service: Module 07 MCQ 02:00
    • 18: Customer Service: basics_of_customer_service 04:15
    • 19: Customer Service: benefits_of_good_customer_relationship 04:16
    • 20: Customer Service: providing_great_customer_care_service 07:07
    • 21: Customer Service: service_model___defusing_techniques 04:38
    • 22: Customer Service: customer_management 07:45
    • 23: Customer Service: building_customer_rapport 06:23
    • 24: Customer Service: greeting_customers_professionally 06:52

Course media


Phone-Based Customer Service Diploma 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?

  • Customer Service Representative
  • Customer Service Executive
  • Customer Service Manager
  • Customer Service Assistant
  • Customer Service Advisor
  • Customer Service agent

This course will pave the way for higher study in the field of . You can enrol on higher level courses, such as:

  • Level 2 Certificate in Customer Service
  • Level 3 Diploma in Customer Service
  • Level 2 Certificate in Principles of Customer Service
  • Level 3 Certificate in Principles of Customer Service
  • Level 3 Diploma in Customer Service (RQF)
  • Level 4 Diploma in Customer Service Management

Questions and answers

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Course rating


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.