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Telephone Handling Skills Diploma

Level 3 Diploma | Accredited by CPD & IAP | FREE Digital Certificate | Premium Quality Video Lessons | No Hidden Fees


1 Training

Summary

Price
£14 inc VAT
Study method
Online
Duration
16 hours · Self-paced
Access to content
365 days
Qualification
No formal qualification
CPD
16 CPD hours / points
Additional info
  • Exam(s) / assessment(s) is included in price

Overview

Telephone Handling Skills Diploma

Providing excellent customer service is essential in business. This Diploma in Telephone Handling Skills introduces the fundamental elements of customer service and explains how they can be applied in any organisation. Following this, it describes how a business can develop its customer service to the highest level.

Our learning material is available to students 24/7 anywhere in the world, so it’s extremely convenient. These online courses are open to everyone, all you need is an interest in learning! We provide world-class learning led by IAP, so you can be assured that the material is high quality, accurate and up-to-date.

What skills will I gain?

  • Learn the fundamental principles of customer service
  • Recognise what can stop you giving outstanding customer service
  • This Telephone Handling Skills Diploma course will teach you about customer behaviour
  • Learn how to measure customer satisfaction
  • Learn call greetings as a caller and a receiver
  • Develop your telephone etiquette and technique with this Telephone Handling Skills Diploma
  • Gain a full understanding of how to deal with difficult customers using Telephone Handling Skills course
  • Learn to use appropriate language during telephone conversations

CPD

16 CPD hours / points
Accredited by The CPD Certification Service

Course media

Description

COURSE CURRICULUM

➽ (Module 01) Customer Service Principles

  • The Value of Customer Good Service
  • Enhancing Customer Relationship
  • Dealing with Customer Expectation
  • Problem Solving
  • Success of Customer Service

➽ (Module 02) Excellent Customer Service Process

➽ (Module 03) Communication Skills for Customer Service

  • Communication Skills for Customer Service

➽ (Module 04) Customer Service Techniques

  • Customer Awareness
  • Improving Your Customer Service Leadership
  • Building Teamwork for Customer Service

➽ (Module 05) Handling Customer Complains

  • Handling Customer Complains

➽ (Module 06) Telephone Techniques

  • Telephone Techniques

➽ (Module 07) Telephone Etiquette

  • Telephone Etiquette

➽ (Module 08) Telephone Customer Service Process

  • Telephone Customer Service

➽ (Module 09) Power of Telephone Courtesy

  • Power of Telephone Courtesy

➽ (Module 10) Internal Customer Service

  • Internal Customer Service

➽ (Module 11) Customer Service at Call Centres

  • The CSR – A Powerful Choice
  • Getting the Professional Edge
  • All Important Customers
  • Building Your Skills
  • Building Your Skills with Technology
  • Managing your Attitude

➽ (Module 12) Developing Effective Telephone Customer Service Skills

Method of Assessment

  • At the end of the Telephone Handling Skills course learners will take an online multiple choice question assessment test. This online multiple choice question test is marked automatically so you will receive an instant grade and know whether you have passed the course.
  • Those who successfully pass this Telephone Handling Skills course will be awarded a free e-certificate, and only need to pay £19 for your printed certificate.

Certification

Upon the successful completion of the course, you will be awarded the “Diploma in Telephone Handling Skills”.

Who is this course for?

  • Job hunters & School leavers
  • College or University student & graduates
  • Personal assistant & Receptionist
  • Secretary or Assistant for a company director
  • New or Temporary staff
  • Call Centre Representative or Call handlers
  • Customer service representative or Customer service agent
  • Customer service team member or supervisor
  • Customer Service Team Leader or Customer Relations Advisor
  • Sales or Hotel manager

Requirements

  • This Telephone Handling Skills course requires no formal prerequisites and this certification is open to everyone.

Career path

  • Customer Service Representative – £17,863 per annum
  • Customer Service Agent – £17,195 per annum
  • Receptionist – £16,283 per annum
  • Administrators – £17,444 per annum
  • Call center manager – £29,817 per annum
  • Telemarketers – £18,490 per annum
  • Customer service assistant – £14,387 per annum

Questions and answers

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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.