Telephone Etiquette - Online Training Course & Certification

Telephone Etiquette - Online Training Course - Phone Etiquette for Business Calls & Customer Service   The meaning of telephone etiquette can sometimes be difficult to describe.  It can be a unique attribute...
£49.99
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Telephone Etiquette - Online Training Course - Phone Etiquette for Business Calls & Customer Service  

The meaning of telephone etiquette can sometimes be difficult to describe.  It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great online learning course.

Study method - Online, self-paced (4-6 study hours)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1-year access)

Qualification – CPD certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Awarded Body – CPD Accreditation Service (UK)

 Telephone Etiquette - Online Training Course - Phone Etiquette for Business Calls & Customer Service - The Mandatory Training Group -

Course aims

With our telephone etiquette online course, participants will begin to see how important it is to develop better telephone communication skills. By improving how they communicate on the telephone and improve basic communication skills, participants will improve on almost every aspect of their career.

Course objectives

The objectives of this telephone etiquette online course are to:

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training

What’s covered in this course?

This online telephone etiquette course covers the following:

Module One: Getting Started
  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan
Module Two: Aspects of Phone Etiquette
  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study
  • Module Two: Review Questions
Module Three: Using Proper Phone Language
  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t
  • Case Study
  • Module Three: Review Questions
Module Four: Eliminate Phone Distractions
  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt
  • Case Study
  • Module Four: Review Questions
Module Five: Inbound Calls
  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study
  • Module Five: Review Questions
Module Six: Outbound Calls
  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private
  • Case Study
  • Module Six: Review Questions
Module Seven: Handling Rude or Angry Callers
  • Stay Calm
  • Listen to the Needs
  • Never Interrupt
  • Identify What You Can Do For Them
  • Case Study
  • Module Seven: Review Questions
Module Eight: Handling Interoffice Calls
  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Case Study
  • Module Eight: Review Questions
Module Nine: Handling Voicemail Messages
  • Ensure the Voice Mail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving A Message for Others...
  • Case Study
  • Module Nine: Review Questions
Module Ten: Methods of Training Employees
  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • Case Study
  • Module Ten: Review Questions
Module Eleven: Correcting Poor Telephone Etiquette
  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys
  • Case Study
  • Module Eleven: Review Questions
Module Twelve: Wrapping Up
  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations

Why is telephone etiquette so important?

With so much attention being placed on online communication, whether it’s via email and social media, it seems that conversing with your actual voice is a lost art. However, answering the telephone is still a big part of the experience for many businesses.

Talking with someone effectively on the phone truly is an art form. It’s so much different from both talking to people online and in person. Online, you have the time to really devise a great answer and think about what you are going to speak about before you press  “enter.”

And when you are talking to someone in the flesh, you can use your facial expressions and body language to better translate what you are trying to get across. But when you are talking on the phone, it’s all about your voice and the way you speak to them directly. That’s why having good manners on the phone is so important.

Why choose our online training courses?

All our e-learning courses can be accessed on any electronic/computerised device.

  • Study anywhere, in your own time and at your own pace!
  • Easy to follow and understand
  • Only 4-6 hours recommended study time
  • 1-year access to course & learning materials
  • Access your course anytime, anywhere & on any device
  • Complete course on desktop computer, laptop, tablet or smartphone
  • Additional references and downloadable materials available
  • CPD accredited certification on completion

    Course accreditation

    1. The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

    2. All our online courses are accredited and internationally recognised (UK CPD Accreditation Service)

      Organisational e-learning

      Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how Learning Management System (LMS) may help your organisation. With our interactive LMS, managers and administrators can easily:

      • set up a FREE blended learning environment;
      • upload essential documents;
      • upload individual and group learners;
      • manage learners, including tracking progress
      • review who has completed training
      • download/print training reports for compliance audits

      You can also browse our full e-learning course catalogue or leadership and management courses and programs to find out more about our wide range of training courses and qualifications. Alternatively, contact our Support Team on 02476 100090 or via Email, stating your specific e-learning requirements.

      Telephone Etiquette - Online Training Course & Certification

      How do I book this course?

      To enroll onto this e-learning course, please add the course to your basket. From there, you will be able to go to our secure checkout page to complete your booking. Please note: If you are booking the course for a friend or colleague, this can be stated in the notes section of the ‘basket’ area so our system knows the individual(s) needing to be enrolled.

      Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. You will then need to follow the instructions and login to your learner account, where the course(s) booked will be ready for you to start!

      How does the course work?

      Our online training courses can be completed the on your desktop computer, laptop, tablet or mobile device anywhere there is an internet connection.

      These online training courses are self-paced, so learners have full control and flexibility on when they wish to complete. There is no deadline for completion, but the course will expire from a learners account after 365 days, whether it has been accessed or not. Learners are required to achieve 80% pass mark to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

      Refund policy

      We want you to be completely satisfied with your training. We offer a 14-day money-back guarantee if you are not 100% satisfied.

      To request a refund, you should email our support team with your receipt stating why you would like to be reimbursed. You, or your learners, must not complete the training to make a valid refund claim. Any courses that have been completed and those with certificates achieved will not be valid for a refund.

      Will the course work on multiple devices, such as tablets and mobile phones?

      We recommend using a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, e.g. iPads and iPhones.

      Is a specific internet web browser recommended?

      For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure there are no updates pending on your browser.

      How long do learners have to complete a course?

      There is no set completion time for this course. Learners can study in their own time at their own speed and may pause, leave and come back to the system to continue the training at any time.

      On successful completion of this e-learning course, you will be able to download, save and/or print a quality assured CPD certificate. Our CPD certificate can be used to provide evidence for compliance and audit (recognised internationally).

      Learners are required to achieve a score of 80% or higher on the end of course assessment to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

      All our online training courses and programs are accredited by the CPD Certification Service as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

      Are you looking to buy this course for multiple members of staff or a large group?

      We offer very competitive volume discounts for users looking to enrol multiple candidates on to any of our online training courses & qualifications.

      Please call our Support Team on 024 7610 0090 or go to our E-Learning for organisations page for full details and pricing:

      E-Learning for Organisations – Volume Discounts
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      • Over 500 online courses covering multiple business sectors
      • Intuitive learning management system for a greater learner experience
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      • Accredited on-site classroom training available
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