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 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’m a property investor and I have an interest in property generally. I wanted to do this course to broaden my knowledge of property but also make sure I understand my rights as a buyer of property. This is a nice introduction to the profession of Estate Agency but also negotiation and building networks. It includes material on both residential and commercial property, and also property maintenance. It touches upon the Estate Agents Act 1979 which is very important. My next step will be to review the act. It is a very broad course and is a good place to start.
Chris Pinnock
Really helpful course, it covers all the main aspects to become a successful PA. I was looking for an admin course where I can improve a new side of my professional career and this course had everything I needed. It gives you everything from basic computer knowledge to tips for the day to day basics like answering the phone or how to create a memo or book your boss’ travel arrangements. It offers a clear structure with all the main subjects divide in short modules, easy to study that way, and it gives you examples in real life as well as practice exercises that help you to understand everything. With support during all the course and access during a whole year, you cannot ask for more value for money! Totally recommended!
Alicia Prenda
I would like to say that I have completely enjoyed the course online and I am very pleased with the resources and information that was given. My father is very proud of me completing the course in a short amount of time and I can only give credit to New Skills Academy for giving me the opportunity to complete a qualification that will benefit me in the future. I say this because my preferred job role is a human resources manager or even assistant to start off with. Many thanks for this amazing experience and the importance of this qualification as a whole.
Kaoutar Lenabdeljilil
This online course really helps me in pursuing my career and gain knowledge about special education. It's very easy to use and very user friendly! Two thumbs up!
Christine Kim Grace De Guzman
Hello people! This has been a great course for me. I have learned everything I will need to maintain my own and other people's gardens in the future. I just love the Garden design and maintenance course. Thank you so much.
Juliane Ramallo
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 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’m a property investor and I have an interest in property generally. I wanted to do this course to broaden my knowledge of property but also make sure I understand my rights as a buyer of property. This is a nice introduction to the profession of Estate Agency but also negotiation and building networks. It includes material on both residential and commercial property, and also property maintenance. It touches upon the Estate Agents Act 1979 which is very important. My next step will be to review the act. It is a very broad course and is a good place to start.
Chris Pinnock
Really helpful course, it covers all the main aspects to become a successful PA. I was looking for an admin course where I can improve a new side of my professional career and this course had everything I needed. It gives you everything from basic computer knowledge to tips for the day to day basics like answering the phone or how to create a memo or book your boss’ travel arrangements. It offers a clear structure with all the main subjects divide in short modules, easy to study that way, and it gives you examples in real life as well as practice exercises that help you to understand everything. With support during all the course and access during a whole year, you cannot ask for more value for money! Totally recommended!
Alicia Prenda
I would like to say that I have completely enjoyed the course online and I am very pleased with the resources and information that was given. My father is very proud of me completing the course in a short amount of time and I can only give credit to New Skills Academy for giving me the opportunity to complete a qualification that will benefit me in the future. I say this because my preferred job role is a human resources manager or even assistant to start off with. Many thanks for this amazing experience and the importance of this qualification as a whole.
Kaoutar Lenabdeljilil
This online course really helps me in pursuing my career and gain knowledge about special education. It's very easy to use and very user friendly! Two thumbs up!
Christine Kim Grace De Guzman
Hello people! This has been a great course for me. I have learned everything I will need to maintain my own and other people's gardens in the future. I just love the Garden design and maintenance course. Thank you so much.
Juliane Ramallo
Why you should study with us
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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
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
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
It was an eye opening course that was flexible and easy to access. I was able to complete it from the comfort of my own home whilst also having the tasks to complete which enabled me to check my knowledge. I know feel much more confident in my field of work and really enjoyed doing it.
Ellie Clarke
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
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
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
