Telephone Customer Services Certification
Why you should study with us
Telephone Customer Services Certification
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 Certification
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.
Very excellent learning and very good work. I am really enjoying it and growth in my mind set. If you have a methodical approach to your work, and you’re interested in Law, then becoming a Legal Secretary could be the perfect career move for you.
The main role of a Legal Secretary is to provide administrative support and services for Lawyers, Solicitors and Legal Executives. It is their job to ensure that an office runs smoothly and efficiently, enabling their employers to focus on serving their clients.
It is not a necessary requirement to have a degree to become a Legal Secretary. However, it is recommended to have some qualifications specific to the industry.
Muhammad Irshad
I have just completed the Level 3 Customer Services Diploma course. This course covers all aspects of what exactly customer service is and how somebody could be an excellent costumer representative.
Although I have 10 years work experience, I should admit that I found it quite interesting. This course is comprehensive and any professional can add some useful knowledge. It offers some essential tips for all who want to succeed in the customer service role.
The modules are well organised and understandable, so anybody can easily become familiar with the terminology. I do propose to anybody to attend this course.
Georgia Sideri
I found this course very easy reading and thoroughly understandable. It was very well put together and you could always go back into the exact page that you left. It was very easy to leave notes and could always go back into them for a refresher.
This course was very well thought threw and easy to move through each section. The self-assessment at the end of each section was very helpful and refreshes key elements that you needed. To be able to print this off was good as it provided a guide for yourself.
I would recommend to my friends.
Sandra Thomas
I really enjoyed taking time to complete this Floristry diploma course online. I have been flower arranging for a few years now and wanted to improve my knowledge and skills. The course was very detailed and the assignments were good, some very creative, I found the history very interesting and how the different periods used flowers for decoration. I am really interested in wedding flower design modules fourteen and fifteen were of particular interest to me. I also found the starting your own business section very helpful. I would definitely recommend for anyone interested in Floristry to take the course.
Siobhan Conway
This course was excellent, detailed and enjoyable. It gave me lots of information and helped me develop my skills and knowledge to assist facilitate learning of students that have special educational needs. It outlined the main conditions that fall into the categories of SEN and a detailed explanation of them.
This course also gave me lots of ideas on how to assist learners and the confidence of how to develop my teaching resources. It also highlighted the relevant legislation covering special educational needs and gave me important information regarding the roles and responsibilities of the SENCO and the teacher in supporting learners.
I now feel more confident that I will be able to support these students better.
Emma Louise Dalton
It's very easy to use the website and you can access all the information you need to learn. The tutors are very quick to respond what makes even easier to understand and move on with the studies.
Very happy with the course.
Cindy Miceli
Telephone Customer Services Certification
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 Certification
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.
Very excellent learning and very good work. I am really enjoying it and growth in my mind set. If you have a methodical approach to your work, and you’re interested in Law, then becoming a Legal Secretary could be the perfect career move for you.
The main role of a Legal Secretary is to provide administrative support and services for Lawyers, Solicitors and Legal Executives. It is their job to ensure that an office runs smoothly and efficiently, enabling their employers to focus on serving their clients.
It is not a necessary requirement to have a degree to become a Legal Secretary. However, it is recommended to have some qualifications specific to the industry.
Muhammad Irshad
I have just completed the Level 3 Customer Services Diploma course. This course covers all aspects of what exactly customer service is and how somebody could be an excellent costumer representative.
Although I have 10 years work experience, I should admit that I found it quite interesting. This course is comprehensive and any professional can add some useful knowledge. It offers some essential tips for all who want to succeed in the customer service role.
The modules are well organised and understandable, so anybody can easily become familiar with the terminology. I do propose to anybody to attend this course.
Georgia Sideri
I found this course very easy reading and thoroughly understandable. It was very well put together and you could always go back into the exact page that you left. It was very easy to leave notes and could always go back into them for a refresher.
This course was very well thought threw and easy to move through each section. The self-assessment at the end of each section was very helpful and refreshes key elements that you needed. To be able to print this off was good as it provided a guide for yourself.
I would recommend to my friends.
Sandra Thomas
I really enjoyed taking time to complete this Floristry diploma course online. I have been flower arranging for a few years now and wanted to improve my knowledge and skills. The course was very detailed and the assignments were good, some very creative, I found the history very interesting and how the different periods used flowers for decoration. I am really interested in wedding flower design modules fourteen and fifteen were of particular interest to me. I also found the starting your own business section very helpful. I would definitely recommend for anyone interested in Floristry to take the course.
Siobhan Conway
This course was excellent, detailed and enjoyable. It gave me lots of information and helped me develop my skills and knowledge to assist facilitate learning of students that have special educational needs. It outlined the main conditions that fall into the categories of SEN and a detailed explanation of them.
This course also gave me lots of ideas on how to assist learners and the confidence of how to develop my teaching resources. It also highlighted the relevant legislation covering special educational needs and gave me important information regarding the roles and responsibilities of the SENCO and the teacher in supporting learners.
I now feel more confident that I will be able to support these students better.
Emma Louise Dalton
It's very easy to use the website and you can access all the information you need to learn. The tutors are very quick to respond what makes even easier to understand and move on with the studies.
Very happy with the course.
Cindy Miceli
Why you should study with us
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RRP
$100
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Fantastic course! Well-presented and challenging with frequent assessments. I feel a serious sense of accomplishment having not studied for over 30 years! Videos that accompany each module are carefully thought out and informative. Am so impressed with this course, have now signed up for 3 other courses and recommending New Skills Academy to everyone!
Marva Hudson
I took up this course initially to help me with my own dog, but found that as I worked through the material I actually started thinking that this could be something that I could use to make a second income. From start to finish I found the course engaging and interesting. I am now doing another dog related course and am experiencing the same level of enjoyment. I would recommend New Skills Academy without hesitation.
Keith Smith
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
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
Wow what an incredible insight for the start of anyone's journey in property. This course gives you so much information and there are tests and questions on each of the modules. The course is very easy to follow and well laid out. You can actually make notes on the pages of each module using the notes tab! I am very excited to say that I passed and I only spent one week on this course. I will print all the PDF information and keep it in a file with my certificate. I feel very confident for my future plans now I have completed this course.
Nichola Anderson
Lovely course for people who want to know the basics and of sign language. It's has helped me to get more of an understanding and will greatly benefit me in my workplace. So easy to pick up and the videos were easy to understand. Would definitely recommend to anyone.
Chloe Hambly
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
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
