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 2025
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 is easy to read, it’s given me a new avenue to go down and very happy with all the advice I have been given.
The modules give you the basics and knowledge required to start up on your own if you have the back bone to go and use it!
The staff are as helpful as could possibly be.
Thank you for this opportunity, I am very grateful and will be carrying on to the next qualification as soon as I can.
Please note this is a real service and I really can’t believe it’s genuinely. Real big kiss to everyone who has helped me with this.
Elisa Jay
I took it up in myself to take this course as I am wanting to get on the personal trainer business. I found this course to be really insightful and beneficial.
As well as providing the information needed for health care professionals in the Fitness industry, it also provides the information you might be interested in to take your career further. Such as qualifications you can take afterwards to specialise in a specific area in the Fitness industry.
If you want an informative course that gives you a little extra, this is perfect for you. If you would like the bare minimum, then this course isn’t for you.
Emma Fulford
Great course which is simple to do but you get a great qualification in the end and if you fail a unit it is simply to retake.
Full knowledge of area so it makes it easier to start a business and tells you the legal things you need to know as well
Charlie Thurlow
I can only say that I enjoyed doing this course and highly recommend it to everybody. It’s very easy to use the website and you can access all the information you need to learn. I’m feeling confident with my career change choice.
I found this way of learning perfect for me, as I could study at my own pace in the comfort of my home plus a great teaching layout for each module. Clear and easy to follow studying method of the 21 modules. This course is very well written and understandable. There is a lot of important information, all the chapters are well proportioned and enjoyable to read and understand and doesn’t take too much time.
I really enjoyed learning about new things of every each modules which give me chance to summarise all the important parts in each module. I can recommend this course to anyone who would be interested in admin and PA.
Elena Cramp
Just writing to congratulate your team for putting this course together. I have been Training with SEN for a year as a trainee and fallen in love with this profession and the development of children in early years. I have had some professional in house training but i really enjoyed this course thank so much i needed a way to prove the some of my gained knowledge for my self as a single mum working so hard i am in tears this morning with joy thank so much i have lot of work to with our children with revisited knowledge and insight knowledge what bank of information to come back to when i need refreshing
Thank you This course was amazing I couldn't stop reading Like a hungry child
Tracey Boyce
Excellent course, easy to follow, excellent tutorial videos that set examples out very simply and are easy to pause or fast forward meaning you can go through this course at totally your own speed.
The work sheets are very good as the examples from the video are all replicated clearly and you can skip back and forth between the worksheet and the video if you don’t remember something completely the first time. When you are confident with the subject, you move yourself on to the next one
I love that I can do this completely in my own time and am sure that at the end of the course I will be confident in my own ability to use Excel.
Caroline Powell
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 2025
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 is easy to read, it’s given me a new avenue to go down and very happy with all the advice I have been given.
The modules give you the basics and knowledge required to start up on your own if you have the back bone to go and use it!
The staff are as helpful as could possibly be.
Thank you for this opportunity, I am very grateful and will be carrying on to the next qualification as soon as I can.
Please note this is a real service and I really can’t believe it’s genuinely. Real big kiss to everyone who has helped me with this.
Elisa Jay
I took it up in myself to take this course as I am wanting to get on the personal trainer business. I found this course to be really insightful and beneficial.
As well as providing the information needed for health care professionals in the Fitness industry, it also provides the information you might be interested in to take your career further. Such as qualifications you can take afterwards to specialise in a specific area in the Fitness industry.
If you want an informative course that gives you a little extra, this is perfect for you. If you would like the bare minimum, then this course isn’t for you.
Emma Fulford
Great course which is simple to do but you get a great qualification in the end and if you fail a unit it is simply to retake.
Full knowledge of area so it makes it easier to start a business and tells you the legal things you need to know as well
Charlie Thurlow
I can only say that I enjoyed doing this course and highly recommend it to everybody. It’s very easy to use the website and you can access all the information you need to learn. I’m feeling confident with my career change choice.
I found this way of learning perfect for me, as I could study at my own pace in the comfort of my home plus a great teaching layout for each module. Clear and easy to follow studying method of the 21 modules. This course is very well written and understandable. There is a lot of important information, all the chapters are well proportioned and enjoyable to read and understand and doesn’t take too much time.
I really enjoyed learning about new things of every each modules which give me chance to summarise all the important parts in each module. I can recommend this course to anyone who would be interested in admin and PA.
Elena Cramp
Just writing to congratulate your team for putting this course together. I have been Training with SEN for a year as a trainee and fallen in love with this profession and the development of children in early years. I have had some professional in house training but i really enjoyed this course thank so much i needed a way to prove the some of my gained knowledge for my self as a single mum working so hard i am in tears this morning with joy thank so much i have lot of work to with our children with revisited knowledge and insight knowledge what bank of information to come back to when i need refreshing
Thank you This course was amazing I couldn't stop reading Like a hungry child
Tracey Boyce
Excellent course, easy to follow, excellent tutorial videos that set examples out very simply and are easy to pause or fast forward meaning you can go through this course at totally your own speed.
The work sheets are very good as the examples from the video are all replicated clearly and you can skip back and forth between the worksheet and the video if you don’t remember something completely the first time. When you are confident with the subject, you move yourself on to the next one
I love that I can do this completely in my own time and am sure that at the end of the course I will be confident in my own ability to use Excel.
Caroline Powell
Why you should study with us
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RRP
$100
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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
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
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
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
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 found this course incredibly useful, as it provided me with practical knowledge which I can implement in my role as a Support Worker. The videos were clear and concise, and the downloadable worksheets reinforced what I had learned as I was able to put pen to paper. Overall, a fantastic course for a great price! I am looking forward to taking on my next one.
Teleisha Harley
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
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
