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Telephone Etiquette Certification
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Summary

Price
£25 inc VAT
Study method
Online
Duration
1 hour · Self-paced
Qualification
No formal qualification
CPD
1 CPD hours / points
CPD What's this?
Additional info
  • Tutor is available to students

Overview

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CPD

1 CPD hours / points
Accredited by The CPD Certification Service

Description

Telephone Etiquette Certification
Talking on the phone is an unavoidable aspect of working life. Regardless of your position, there is a good chance that you spend at least part of your day on the phone.

Those who work in frontline positions, such as receptionists and customer service staff, may find that they spend a significant amount of time dealing with customers and clients over the phone. As a result, understanding proper phone etiquette is a vital part of any job.

This course goes into detail regarding proper telephone etiquette, including an explanation as to why it is such an important skill to master.

We begin by giving you the basics behind taking phone calls at work, including the tone that you should strive to use and a few tips on how to achieve it.

Next, we discuss the crucial communication skills that you must master in order to always have successful telephone conversations. Without learning these communication skills, your callers may feel disrespected and may seek out similar services or products from a competitor.

Finally, we discuss difficult calls. Despite you being polite, they are an unavoidable aspect of most frontline positions. Learning a few essential skills can help you diffuse such a tough situation.
You Will Learn:

The role that the telephone plays in the modern workplace, and why telephone etiquette is still important
How to prepare your ‘telephone voice’, so that your callers can take you seriously, while also feeling respected
The importance of an informative greeting
What not to say when you are on the phone
The five key aspects of active listening

Benefits of Taking this Course

Being more confident when you or your frontline staff answer the phone
Learning how to make your customers feel welcome at your company from their first point of contact
Learning the three steps involved in dealing with a difficult caller
Understanding the importance of empathy
Learning tips and tricks on how to make any call easier

Who is this course for?

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.

Requirements

The course does not require any pre-knowledge to pursue the course. And it is compatible with any kind of device. You will get the same experience in learning whether you are using Windows, Mac, a smartphone or tablet. You can access the course materials with any kind of connection, from anywhere, without any limitation!

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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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