Telephone Customer Services Certificate
Why you should study with us
Telephone Customer Services Certificate Course
A customer’s experience of telephone-based service goes a long way in shaping their opinion of an organisation. Call centre and office staff are the first and often only point of contact, so their telephone manner must be professional and customer-centred.
This course will give you lots of practical strategies that will help you and your team identify customers’ needs and offer them appropriate solutions.
You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield better outcomes than merely reacting to complaints or difficulties.
You Will Learn:
- Why telephone-based customer service is so important and the steps you must follow to create a good first impression
- Eleven practical ways to improve your communication skills, understand your customer’s needs and arrive at a mutually satisfactory solution
- The advantages and disadvantages of telephone-based customer service
Benefits of Taking This Course:
- You will learn how to engage with customers and help resolve their problems, thereby improving your company’s image and widening your customer base
- If you train or supervise workers who deal with customers over the telephone, this course will give you a framework for imparting practical advice for offering great customer service
- If you are a business owner, this course will help you consider whether telephone-based customer service is the right choice for your business
- The principles of good communication contained in this course are transferable to other situations, such as face-to-face customer service or sales negotiations
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Telephone Customer Services Certificate
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 2 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 2 modules there is a multiple choice test. The questions will be on a range of topics found within the 2 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 0.25 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
This course was great! Was so interesting and enlightening to what a day in the wedding planning business will be like! It was so easy to do and easy to fit it around my work schedule. Taught me so much and has really given me an amazing feeling about starting my new career! I would highly recommend! Better than paying thousands to go back to college when you can do this in your own time at your own pace and still learn just as much, if not more! When completing this course, I felt proud and excited for my next steps so thank you so much New Skills Academy for helping me accomplish my big leap into starting a new adventure and finally doing something I love!
Shannon McGillicuddy
This course was very informative and i loved that it could be done at my own pace and not have deadlines to reach.
Even my dog loved the benefits and being my practice dummy!
Nicky Corbett
I found this course most interesting. Having been a Receptionist in various industries over the years, and learning more at each location, this course helped focus my thoughts 'back to basics' and made me rethink some of the things I'd learnt. Very helpful, very concise, informative and uncomplicated.
It also gave great insights into the different kind of Reception work which can be so varied. I have been put forward for a Doctors Receptionist vacancy, a 'trade' I haven't ventured into yet, and will take what I have learnt from the course to the interview and hopefully it will stand me in good stead.
Maggie Jones
I studied this course recently and found it to be very interesting, lots of information all easy to understand and printable. The videos were a great add on, easy to follow and understand, showed ways how to do the different types of massages, how to stand and extra information on how to go about adding this to your own business. Contacting the admin department was easy, answered calls very quickly and dealt with the issues straight away. Also a call back to make sure everything was ok. Received certificate within days and downloaded, very good quality. Would highly recommend learning this way!
Pamela Johnstone
I really enjoyed this course. Although I already work in customer services, I found it very informative and I picked up a lot of useful information and tips. What I liked about the course was that it was something you could do at your own pace and it was easy to follow. It made me feel more relaxed about my studying and put me at ease when it came to the final test at the end. The modules were just the right length, with plenty of content to get your teeth into but not too much that it became overwhelming, and that made it better to learn and digest what was being said. I would certainly recommend it!
Stephen Rawlinson
I must honestly say that this course website is a great help for learning new information on previous courses as I did a Premiere Animal Care 1 year course.
Ever since my mum introduced me to this website and got me on the "Dog Grooming Diploma" course through New Skills , we also came across many other great courses and offers and not only did I learn new skills, techniques and information while working on my modules my previous knowledge on dog care expanded tremendously!
I would definitely recommend this website to friends and family to help them gain skills, experience and knowledge on whatever job they are hoping to get with the qualifications from their chosen course.
Parmjit Uppal
Telephone Customer Services Certificate Course
A customer’s experience of telephone-based service goes a long way in shaping their opinion of an organisation. Call centre and office staff are the first and often only point of contact, so their telephone manner must be professional and customer-centred.
This course will give you lots of practical strategies that will help you and your team identify customers’ needs and offer them appropriate solutions.
You will also learn how and why taking a proactive or pre-emptive approach to customer service will yield better outcomes than merely reacting to complaints or difficulties.
You Will Learn:
- Why telephone-based customer service is so important and the steps you must follow to create a good first impression
- Eleven practical ways to improve your communication skills, understand your customer’s needs and arrive at a mutually satisfactory solution
- The advantages and disadvantages of telephone-based customer service
Benefits of Taking This Course:
- You will learn how to engage with customers and help resolve their problems, thereby improving your company’s image and widening your customer base
- If you train or supervise workers who deal with customers over the telephone, this course will give you a framework for imparting practical advice for offering great customer service
- If you are a business owner, this course will help you consider whether telephone-based customer service is the right choice for your business
- The principles of good communication contained in this course are transferable to other situations, such as face-to-face customer service or sales negotiations
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Telephone Customer Services Certificate
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 2 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 2 modules there is a multiple choice test. The questions will be on a range of topics found within the 2 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 0.25 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
This course was great! Was so interesting and enlightening to what a day in the wedding planning business will be like! It was so easy to do and easy to fit it around my work schedule. Taught me so much and has really given me an amazing feeling about starting my new career! I would highly recommend! Better than paying thousands to go back to college when you can do this in your own time at your own pace and still learn just as much, if not more! When completing this course, I felt proud and excited for my next steps so thank you so much New Skills Academy for helping me accomplish my big leap into starting a new adventure and finally doing something I love!
Shannon McGillicuddy
This course was very informative and i loved that it could be done at my own pace and not have deadlines to reach.
Even my dog loved the benefits and being my practice dummy!
Nicky Corbett
I found this course most interesting. Having been a Receptionist in various industries over the years, and learning more at each location, this course helped focus my thoughts 'back to basics' and made me rethink some of the things I'd learnt. Very helpful, very concise, informative and uncomplicated.
It also gave great insights into the different kind of Reception work which can be so varied. I have been put forward for a Doctors Receptionist vacancy, a 'trade' I haven't ventured into yet, and will take what I have learnt from the course to the interview and hopefully it will stand me in good stead.
Maggie Jones
I studied this course recently and found it to be very interesting, lots of information all easy to understand and printable. The videos were a great add on, easy to follow and understand, showed ways how to do the different types of massages, how to stand and extra information on how to go about adding this to your own business. Contacting the admin department was easy, answered calls very quickly and dealt with the issues straight away. Also a call back to make sure everything was ok. Received certificate within days and downloaded, very good quality. Would highly recommend learning this way!
Pamela Johnstone
I really enjoyed this course. Although I already work in customer services, I found it very informative and I picked up a lot of useful information and tips. What I liked about the course was that it was something you could do at your own pace and it was easy to follow. It made me feel more relaxed about my studying and put me at ease when it came to the final test at the end. The modules were just the right length, with plenty of content to get your teeth into but not too much that it became overwhelming, and that made it better to learn and digest what was being said. I would certainly recommend it!
Stephen Rawlinson
I must honestly say that this course website is a great help for learning new information on previous courses as I did a Premiere Animal Care 1 year course.
Ever since my mum introduced me to this website and got me on the "Dog Grooming Diploma" course through New Skills , we also came across many other great courses and offers and not only did I learn new skills, techniques and information while working on my modules my previous knowledge on dog care expanded tremendously!
I would definitely recommend this website to friends and family to help them gain skills, experience and knowledge on whatever job they are hoping to get with the qualifications from their chosen course.
Parmjit Uppal
Why you should study with us
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Omg im so excited, over joyed and all the good stuff that comes to mind! Wonderful experience doing lessons with New Skills Academy. I look foward to doing more courses with them. I hope this will encourage others to come on board and refresh your minds or to learn something new, it's a win win situation. I want to thank New Skills Academy so much for making this as simple as possible for me.
Shari Anderson
Yet another well laid out course. This is my 3rd course so far with New Skills Academy.
More than likely will be back for another one soon. This course was enjoyable to do, and I learnt a lot and passed first try. My certificate will be up on the wall soon.
Rob Coops
I am a doctor. This course is well organized, covering all areas of CBT. The videos and practical tips are very helpful. All the modules are arranged with good explanations and examples. Also each module consists of quick test and assignment which enables you to gain knowledge. Finally I would like to thank the New Skills Academy team.
Dr. M. Arshad
Very interesting and helpful course. I ve learned a lot of interesting things about make up and the tutorials were very helpful and easy to understand. I really reccomend this course for everyone who is passionate about make up and wish to develop their skills and make a career from their hobby.
Nicoleta Lucaci
Excellent course, well explained and easy to understand. The course can be done at my own pace and is available on various devices. The layout of the course was excellent and the notes options is very good. The content is perfect and well structured, making it easy to understand and follow. I will definitely be taking more courses in the future.
Luis Costa
This course is a great way to brush up on my rusty excel skills, I recommend this course to anyone looking for something to do during lockdown, it's easy to use and talks you through each stage step by step. It has given me the confidence I need to further my career.
Georgia Darke
This is a great course for any level of knowledge. Very easy to navigate, great practical tasks and explanations are very clear. You can revise any module with no problem. The test wasn’t too hard if you completed every module. It may be handy to make some notes before you start. Overall I'm very happy with my choice. Thank you New skills for my New skills :)
Julia Bobkova
The course was clearly set out with helpful end of week tests which built my knowledge. Being dyslexic I found the course was set out in an easy to understand way. I was able to pass the test on my first attempt. The downloaded pdf are a useful resource that you can keep forever. Looking forward to the next course
Ross Dunsten
