Telephone Handling Skills

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. 


What skills will I gain?

  • Learn the fundamental principles of customer service
  • Recognise what can stop you giving outstanding customer service
  • This 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
  • Gain a full understanding of how to deal with difficult customers
  • Learn to use appropriate language during telephone conversations

Who Should Attend?

  • 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

What Certification you will receive?

Those who successfully pass this course will be awarded a  Telephone Handling Skills Diploma. Anyone eligible for certification will receive a e-certificate and printed certificate for those who registered. 

Telephone Handling Skills Modules

  • Customer Service Principles
  • Excellent Customer Service Process
  • Communication Skills For Customer Service
  • Customer Service Techniques
  • Handling Customer Complains
  • Telephone Techniques
  • Telephone Etiquette
  • Telephone Customer Service Process
  • Power Of Telephone Courtesy
  • Internal Customer Service
  • Customer Service At Call Centres
  • Developing Effective Telephone Customer Service Skills


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