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.
Would recommend the course to anyone! Considering estate agency as a career gives a clear insight into the role and regulation and was easy to digest. I was able to easily fit this in with my busy work schedule. I was able to complete this course in less than a month which I originally expected to take a lot longer. The course material is really helpful and the assignments help you to identify if you have a clear understanding of what you have read and usually don't take too long to complete. I am now looking into doing a more advance course in estate agency and looking for a trainee position in my local area.
Samantha Giles
There are some fantastic courses on offer and they are set out in a simple, easy step by step way to help with home learning. I like how they are set out in small modules with a quiz at the end. It made it easier for me to take on board what I was being taught.
When I needed to contact someone about the course, they responded quickly to my emails and helped me solve my issues. I like that there is no time scale on completing the course so that I can pick up where I left off after a break from learning.
I would recommend learning with New Skills Academy to anyone wanting to improve their skills.
Katherine Andrew
Enrolled in Legal Secretary Diploma course and absolutely love it! The course is well laid out, easy to follow at any pace and is full of information that is fit for the purpose. I can fit learning around my work and family life. I wish I had started sooner!
Rachida Zahouani
Course was incredible! Excellent development difficult matter, but with details are trained for this
Responsible manager job. Also with the knowledge that you gain, you feel prepared for a big challenge for new career. The importance in hospitality business shown in detail and is easily digested in training for working. Everything is designed with new technology and easily memories, amazingly beautiful methods of training
I feel very satisfied with the course. Magnificent time during the course. I recommend everyone to try. I want to thank the team of New Skills Academy for everything they have created for the education of this kind of business. Thanks again so much!
Vladimir Todorov
I have just complete the nail technician diploma award and delivered professional manicures and nail extensions to my friends and family who are very pleased with their treatments! The course was easy to follow and fun to do!
Fiona Baker
After being in recruitment for three years, this was an amazing course to remind me all the things that I may have let slip it also encouraged me to sharpen up my recruitment practices and I feel rejuvenated in my approach to recruitment with both clients and candidates.
Through the help of this course I feel that I can actively, proactively and effectively target both clients and candidates to achieve my target orientated goals.
Shaun Paskin
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.
Would recommend the course to anyone! Considering estate agency as a career gives a clear insight into the role and regulation and was easy to digest. I was able to easily fit this in with my busy work schedule. I was able to complete this course in less than a month which I originally expected to take a lot longer. The course material is really helpful and the assignments help you to identify if you have a clear understanding of what you have read and usually don't take too long to complete. I am now looking into doing a more advance course in estate agency and looking for a trainee position in my local area.
Samantha Giles
There are some fantastic courses on offer and they are set out in a simple, easy step by step way to help with home learning. I like how they are set out in small modules with a quiz at the end. It made it easier for me to take on board what I was being taught.
When I needed to contact someone about the course, they responded quickly to my emails and helped me solve my issues. I like that there is no time scale on completing the course so that I can pick up where I left off after a break from learning.
I would recommend learning with New Skills Academy to anyone wanting to improve their skills.
Katherine Andrew
Enrolled in Legal Secretary Diploma course and absolutely love it! The course is well laid out, easy to follow at any pace and is full of information that is fit for the purpose. I can fit learning around my work and family life. I wish I had started sooner!
Rachida Zahouani
Course was incredible! Excellent development difficult matter, but with details are trained for this
Responsible manager job. Also with the knowledge that you gain, you feel prepared for a big challenge for new career. The importance in hospitality business shown in detail and is easily digested in training for working. Everything is designed with new technology and easily memories, amazingly beautiful methods of training
I feel very satisfied with the course. Magnificent time during the course. I recommend everyone to try. I want to thank the team of New Skills Academy for everything they have created for the education of this kind of business. Thanks again so much!
Vladimir Todorov
I have just complete the nail technician diploma award and delivered professional manicures and nail extensions to my friends and family who are very pleased with their treatments! The course was easy to follow and fun to do!
Fiona Baker
After being in recruitment for three years, this was an amazing course to remind me all the things that I may have let slip it also encouraged me to sharpen up my recruitment practices and I feel rejuvenated in my approach to recruitment with both clients and candidates.
Through the help of this course I feel that I can actively, proactively and effectively target both clients and candidates to achieve my target orientated goals.
Shaun Paskin
Why you should study with us
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RRP
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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
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
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
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
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
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
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
