Telephone Skills Diploma

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➤ FREE Course 1 : Diploma in Customer Service - Level 3
➤ FREE Course 2 : Diploma in Public Relations
➤ FREE Course 3 : Customer Service Essential Training - Level 2
➤ FREE Course 4 : Mastering Telephone Etiquette and Communication Strategies
➤ FREE Course 5 : Office Administration & Reception Training

Telephone Skills Diploma

Build confidence and skills for handling Telephone calls more professionally. Our comprehensive Telephone Skills Diploma course covers professional telephone techniques and call handling etiquette, with an emphasis on customer service.

The Telephone Skills Diploma course is ideal for those seeking to deliver professional telephone standards on a consistent basis. Your customers can display a variety of different communication styles and behaviour types and this fully online Telephone Skills Diploma course will equip you with professional telephone techniques for dealing with all customers successfully.

Global Edulink, as a leading training courses provider in the UK, offers the Telephone Skills Diploma course to allow learners to enhance your Telephone skills and prove to employers and recruiters that you’re able to provide Telephone customer service duties to the highest standards.

You will gain following key benefits from our Fully-Online Telephone Skills Diploma course;

• Handle customer calls with professional Telephone etiquette
• Constructively respond to a customer’s concern or complaint by taking this Telephone Skills Diploma Course
• Gain Telephone communication skills and effective listening techniques
• Build rapport and satisfy customers’ needs quickly via effective dialogue skills by taking this Telephone Skills Diploma Course
• Answer inbound calls & make outbound telephone calls in a professional manner by taking this Telephone Skills Diploma Course

This online Telephone Skills Diploma programme is well designed that you feel same as you are in the classroom. Effective mentor support service, reading and study materials including step by step guided tutorial videos, online study platform, and forum build your confidence to study well and guide you to secure your qualification.

• Accredited by CPD & iAP
• Unlimited Access for 365 Days
• FREE PDF Certificate Included

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✦COURSE CURRICULUM - TELEPHONE SKILLS DIPLOMA✦

➤(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

• Brilliant Customer Service
• Different inverted pyramids
• Face to face with our customers
• Perception
• “SOFTEN” your greeting
• Active Listening
• From incompetence to competence
• Communication Processes
• Things, Thoughts and Alternatives
• Unhappy Or difficult conversations
• Brilliant email service
• Implementation
• CRM definition

➤(Module 03) : Communication Skills for Customer Service

• What is Customer Service? Definition, Types, and Roles in Marketing.

➤(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

• Greeting
• Angry Callers
• Hold Please
• Phone Etiquette
• Taking Calls
• Taking Messages

➤(Module 07) : Telephone Etiquette

• Module One: Getting Started
• Module Two: Aspects of Phone Etiquette
• Module Three: Using Proper Phone Language
• Module Four: Eliminate Phone Distractions
• Module Five: Inbound Calls
• Module Six: Outbound Calls
• Module Seven: Handling Rude or Angry Callers
• Module Eight: Handling Interoffice Calls
• Module Nine: Handling Voicemail Messages
• Module Ten: Methods of Training Employees
• Module Eleven: Correcting Poor Telephone Etiquette
• Module Twelve: Wrapping Up

➤(Module 08) : Telephone Customer Service

• The Greeting
• Listening Skills
• Telephone Courtesy
• Product and System Knowledge
• Complaints
• Problem Solving

➤(Module 09) : Power of Telephone Courtesy

• Taking a Message
• Answer and transfer
• Your Voicemail Greeting
• Leaving a Message
• Problem Calls

➤(Module 10) : Internal Customer Service

• Business Etiquette In the Workplace and Beyond
• Interpersonal Skills in the Workplace: Examples and Importance
• Workplace Communication: Importance, Strategies & Examples
• Decision Making Styles: Directive, Analytical, Conceptual and Behavioral
• Conflict Resolution

➤(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

This Telephone Skills Diploma is comprehensive and designed to cover the following key areas:

★ Customer Service Principles : Telephone Skills

★ Excellent Customer Service Process : Telephone Skills

★ Communication Skills for Customer Service : Telephone Skills

★ Customer Service Techniques : Telephone Skills

★ Handling Customer Complains : Telephone Skills

★ Telephone Techniques : Telephone Skills

★ Telephone Etiquette : Telephone Skills

★ Telephone Customer Service Process : Telephone Skills

★ Power of Telephone Courtesy : Telephone Skills

★ Internal Customer Service : Telephone Skills

★ Customer Service at Call Centres : Telephone Skills

★ Developing Effective Telephone Customer Service Skills : Telephone Skills

Method of Assessment:

At the end of this Telephone skills course learners will also take online multiple choice question assessment tests. This online multiple choice question tests are marked automatically so you will receive an instant grade and know whether you have passed the course.

Certification

Successful candidates will be awarded 'Diploma for Telephone Skills Training'

Why you choose Global Edulink to take the Telephone Skills Course:

• All the study materials are available in your student portal including Module book, Video, Mock exams and extra supportive materials such as interview tips, CV writing, etc.
• Access to Mock exam and mentor supports.
• Excellent and flexible mentor supports by our team of experienced tutors/trainers.
• Effective and efficient administrative service from our staff for your inquiries.
• Comfortable learning access to your student portal.
• Instant technical supports and live chat service for your inquiries. This is very helpful for international learners.
• Quick results and delivery of your certificate.
• Career development services and counselling.
• Support for finding a job – You can access and register for our job portal (jobsite) to find the employers.

Benefits you will gain:

By enrolling in to this course, you’ll get:

• High quality e-learning study materials and mock exams.
• Tutorials/materials from the industry leading experts.
• Includes step-by-step tutorial videos and an effective, professional support service.
• 24/7 Access to the Learning Portal.
• Recognised Accredited Qualification.
• Access Course Content on Mobile, Tablet or Desktop.
• Study in a user friendly, advanced online learning platform.
• Excellent customer service and administrative support.

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• This Telephone skills course is ideal for those who are responsible for answering the telephone for incoming calls or dialling out and making calls on behalf of their organisation to suppliers or customers.

• This Diploma in telephone skills is suitable for learners aged 16 and above. This qualification gives learners the opportunity to develop the skills and knowledge needed to deliver Telephone customer service in a range of industries and contexts.
• This course is ideal for those who are responsible for answering the telephone for incoming calls or dialing out and making calls on behalf of their organisation to suppliers or customers.

This Diploma in Telephone skills will greatly supplement your other professional qualifications and help you win an outstanding job role in the corporate world.

• Customer Service Representative
• Customer Service Agent
• Receptionist
• Administrators
• Call Handlers
• Call Centre Representative
• Telemarketers
• Consultants
• Sales/ Sales Manager
• Customer Service Manager

Certificate of completion

Digital certificate - Included