Learning Impressive Telephone Techniques Certification
Why you should study with us
Learning Impressive Telephone Techniques
Telephone communications are an integral part of most businesses, and sometimes these interactions are the only impression a company makes on its customers. Learning how to get the most from these interactions gives you the opportunity to create a lasting, positive impression with customers and increase trust and customer loyalty.
To get the most out of phone interactions you must understand the techniques and methods for excellent professional customer service.
This course is for employers and employees of businesses who want to strengthen their professional relationships with customers and reap the many rewards of doing so. The contents of this course will reveal everything you need to know to handle phone calls. The content of this course is written in a clear, concise way and is broken down into manageable modules centered on key themes.
The information is built on evidence based scientific studies and proven techniques to allow you to confidently deal with any professional telephone interaction.
The course contains illustrated examples of the concepts, tools and techniques for you to practically apply the knowledge, as well as exercises, tests and worksheets to compound and help you evaluate what you learn.
This course will teach you how to:
- Create a professional image over the telephone
- Use highly professional telephone etiquette
- Form positive and lasting initial impressions on the phone
- Sound professional, confident and in control over the phone
- Handle every key phase of a business call
- Improve the clarity of your communication
- Improve your listening skills
- Effectively handle difficult or demanding customers
- Identify, negotiate and resolve issues over the phone
- Confidently handle threats, abuse and phone rage
- Gather and apply tools to help overcome anxiety and stress relating to telephone calls.
The knowledge and information this course offers can be used by any business and can also be applied to your personal life, allowing you to get the most out of all telephone based interactions.
Benefits of the Telephone Techniques Course
Students enrolled in the Telephone Techniques course experience many benefits. These include the following:
- The convenience of studying from anywhere with an internet connection at any time.
- Study course material at your own pace. There is no time limit, so you can complete the course, regardless of how long it takes you to complete it.
- The option of studying from any internet enabled device including a tablet, PC, or mobile phone.
- Short, easy to understand course structure.
- Convenient online support available while you study.
- A comprehensive syllabus that helps you increase your knowledge in telephone techniques.
- Upon successful completion of the course, you will earn a certified and recognised certificate.
- An affordable pricing structure.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- Discover how to create a professional image and manner over the telephone
- Learn to identify and implement telephone etiquette which helps you connect with your caller
- Understand how to form positive and lasting initial impressions
- Find out how to sound professional and confident over the phone
- Understand what your telephone manner is and how it affects communication quality
- Discover the techniques that can improve clarity of communication over the phone
- Understand the importance of being an active listener and how to achieve it on phone
- Establish the differences between actively listening and merely hearing
- Learn how to effectively prepare for interactions over the phone
- Understand how to begin a call and grab your caller’s attention
- Find out how to plan your call time and put your ego aside to build rapport
- Convey the importance of silence and role play within a call
- Understand how to establish a positive perspective regarding complaints and why it is important
- Learn the skills necessary to effectively handle difficult or demanding customers and complaints
- Be capable of identifying, negotiating and resolving issues over the phone
- Be equipped to confidently handle threats, abuse and phone rage
- Learn the huge importance of telephone attitude and how to refine it to your advantage
- Understand the importance of emotional control and preventing information overload
- Define and develop your professional image and actively choose how to present yourself
- Discover how to stay positive, keep calm and prevent stress with practical techniques
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Learning Impressive Telephone Techniques 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 5 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 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 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.
How long does it take to complete the Learning Impressive Telephone Techniques Certification course?
We estimate that the course will take about 7 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.
I am looking to start, at some point, a career in the Painting and Decorating industry either working for an employer or myself.
This was a really interesting and surprisingly in-depth course. A good starting point for me to eventually go on to study on a level 1 Construction course at college that will include Painting and Decorating.
I wasn’t sure how good the course was going to be as it was online but I was definitely surprised at how much information was included. Really helpful for me and something I can look back at. Thank you New Skills Academy.
Eden Kaye
I think the Admin and PA Diploma course is absolutely terrific. It gives candidates the chance to develop their skills in the PA and Administration field along with gaining some valuable personal skills along the way. It has given me the boost that I needed to be considered for different job roles in the Administration field and without this my CV would not look as good to potential employers. Giving people the chance to succeed at something they really want to be a part of makes this course brilliant in every way. The layout of each module is set out superbly !
Ashliegh Bell
A great course to introduce and explain the roles and responsibilities of the PA and Administrator, or as a refresher to those wishing to return to the workplace.
The modules are jargon free and clearly laid out with exercises to complete at your own pace. There are useful notes and lists that help to make time management easier in the busy work environment.
I am impressed that the modules can be downloaded, saved or printed for future reference - many other courses do not offer this.
I have almost completed my Admin & PA Diploma and it has given me the confidence to apply for my first admin job in some years.
Meryl McMorran
I am 3/4 the way through my Legal Secretary Diploma Course, I have studied full time and it has taken me about a week (few hours per day) Very informative course which makes you memorise each module well, with worksheets at the end of each module. Gave a brilliant knowledge base into the different areas of Law and the secretaries roles within them. I have never done an online course before as thought they were not very credible, but this they are good providing you are willing to put the work in, all the information is provided for you , you just need to use it. Thoroughly recommend to anyone who has some spare time and wants to expand their legal knowledge - this course is not just for legal secretaries!!
Georgia Smith
Having worked in schools for years and having a recently diagnosed son this course has opened my eyes to the world of Autism. The course is both informative, easy to work through and enables the learner to gain full understanding about all aspects of Autism.
Through completing this course I have gained employment supporting a child with Autism and I have been able to implement many strategies to assist both my pupil and also my own son.
I would highly recommend this course if you would like to gain a richer understanding of Autism and would like to study online and at your own pace.
Jo Price
Amazing course, very insightful and surprisingly current. I work in the healthcare industry and this course answered a lot of my questions about the pharmaceutical field and the future relationship between the NHS and the Pharmacies.
What an innovative way to learn. Congrats everyone who put this together. I’m now hungry for further studies. The cost is next to nothing and I would definitely recommend the service to anyone. Actually, I plan to inform my colleagues about my success and will forward them here to try this out and see if they’ll be impressed as I am.
This was an absolute joy. Credit to New Skills Academy for offering this.
Steven Kasozi
Learning Impressive Telephone Techniques
Telephone communications are an integral part of most businesses, and sometimes these interactions are the only impression a company makes on its customers. Learning how to get the most from these interactions gives you the opportunity to create a lasting, positive impression with customers and increase trust and customer loyalty.
To get the most out of phone interactions you must understand the techniques and methods for excellent professional customer service.
This course is for employers and employees of businesses who want to strengthen their professional relationships with customers and reap the many rewards of doing so. The contents of this course will reveal everything you need to know to handle phone calls. The content of this course is written in a clear, concise way and is broken down into manageable modules centered on key themes.
The information is built on evidence based scientific studies and proven techniques to allow you to confidently deal with any professional telephone interaction.
The course contains illustrated examples of the concepts, tools and techniques for you to practically apply the knowledge, as well as exercises, tests and worksheets to compound and help you evaluate what you learn.
This course will teach you how to:
- Create a professional image over the telephone
- Use highly professional telephone etiquette
- Form positive and lasting initial impressions on the phone
- Sound professional, confident and in control over the phone
- Handle every key phase of a business call
- Improve the clarity of your communication
- Improve your listening skills
- Effectively handle difficult or demanding customers
- Identify, negotiate and resolve issues over the phone
- Confidently handle threats, abuse and phone rage
- Gather and apply tools to help overcome anxiety and stress relating to telephone calls.
The knowledge and information this course offers can be used by any business and can also be applied to your personal life, allowing you to get the most out of all telephone based interactions.
Benefits of the Telephone Techniques Course
Students enrolled in the Telephone Techniques course experience many benefits. These include the following:
- The convenience of studying from anywhere with an internet connection at any time.
- Study course material at your own pace. There is no time limit, so you can complete the course, regardless of how long it takes you to complete it.
- The option of studying from any internet enabled device including a tablet, PC, or mobile phone.
- Short, easy to understand course structure.
- Convenient online support available while you study.
- A comprehensive syllabus that helps you increase your knowledge in telephone techniques.
- Upon successful completion of the course, you will earn a certified and recognised certificate.
- An affordable pricing structure.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- Discover how to create a professional image and manner over the telephone
- Learn to identify and implement telephone etiquette which helps you connect with your caller
- Understand how to form positive and lasting initial impressions
- Find out how to sound professional and confident over the phone
- Understand what your telephone manner is and how it affects communication quality
- Discover the techniques that can improve clarity of communication over the phone
- Understand the importance of being an active listener and how to achieve it on phone
- Establish the differences between actively listening and merely hearing
- Learn how to effectively prepare for interactions over the phone
- Understand how to begin a call and grab your caller’s attention
- Find out how to plan your call time and put your ego aside to build rapport
- Convey the importance of silence and role play within a call
- Understand how to establish a positive perspective regarding complaints and why it is important
- Learn the skills necessary to effectively handle difficult or demanding customers and complaints
- Be capable of identifying, negotiating and resolving issues over the phone
- Be equipped to confidently handle threats, abuse and phone rage
- Learn the huge importance of telephone attitude and how to refine it to your advantage
- Understand the importance of emotional control and preventing information overload
- Define and develop your professional image and actively choose how to present yourself
- Discover how to stay positive, keep calm and prevent stress with practical techniques
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Learning Impressive Telephone Techniques 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 5 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 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 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.
How long does it take to complete the Learning Impressive Telephone Techniques Certification course?
We estimate that the course will take about 7 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.
I am looking to start, at some point, a career in the Painting and Decorating industry either working for an employer or myself.
This was a really interesting and surprisingly in-depth course. A good starting point for me to eventually go on to study on a level 1 Construction course at college that will include Painting and Decorating.
I wasn’t sure how good the course was going to be as it was online but I was definitely surprised at how much information was included. Really helpful for me and something I can look back at. Thank you New Skills Academy.
Eden Kaye
I think the Admin and PA Diploma course is absolutely terrific. It gives candidates the chance to develop their skills in the PA and Administration field along with gaining some valuable personal skills along the way. It has given me the boost that I needed to be considered for different job roles in the Administration field and without this my CV would not look as good to potential employers. Giving people the chance to succeed at something they really want to be a part of makes this course brilliant in every way. The layout of each module is set out superbly !
Ashliegh Bell
A great course to introduce and explain the roles and responsibilities of the PA and Administrator, or as a refresher to those wishing to return to the workplace.
The modules are jargon free and clearly laid out with exercises to complete at your own pace. There are useful notes and lists that help to make time management easier in the busy work environment.
I am impressed that the modules can be downloaded, saved or printed for future reference - many other courses do not offer this.
I have almost completed my Admin & PA Diploma and it has given me the confidence to apply for my first admin job in some years.
Meryl McMorran
I am 3/4 the way through my Legal Secretary Diploma Course, I have studied full time and it has taken me about a week (few hours per day) Very informative course which makes you memorise each module well, with worksheets at the end of each module. Gave a brilliant knowledge base into the different areas of Law and the secretaries roles within them. I have never done an online course before as thought they were not very credible, but this they are good providing you are willing to put the work in, all the information is provided for you , you just need to use it. Thoroughly recommend to anyone who has some spare time and wants to expand their legal knowledge - this course is not just for legal secretaries!!
Georgia Smith
Having worked in schools for years and having a recently diagnosed son this course has opened my eyes to the world of Autism. The course is both informative, easy to work through and enables the learner to gain full understanding about all aspects of Autism.
Through completing this course I have gained employment supporting a child with Autism and I have been able to implement many strategies to assist both my pupil and also my own son.
I would highly recommend this course if you would like to gain a richer understanding of Autism and would like to study online and at your own pace.
Jo Price
Amazing course, very insightful and surprisingly current. I work in the healthcare industry and this course answered a lot of my questions about the pharmaceutical field and the future relationship between the NHS and the Pharmacies.
What an innovative way to learn. Congrats everyone who put this together. I’m now hungry for further studies. The cost is next to nothing and I would definitely recommend the service to anyone. Actually, I plan to inform my colleagues about my success and will forward them here to try this out and see if they’ll be impressed as I am.
This was an absolute joy. Credit to New Skills Academy for offering this.
Steven Kasozi
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