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
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.
I am on the 4th module and so far I have to say I am really enjoying it.
I have already learnt so much that I never knew before about the human body.
I started this course because I am currently getting into health and fitness to make a better life and future for myself and so I know what is right and wrong when I exercise or with what I am putting into my body.
The layout is really easy to understand and follow, the questions at the end of each module is really helpful too as refreshes what you have already read and learnt. Overall, I am pretty addicted to the course and getting through it quick. Definitely worth the money.
Michelle Paddick
I was a bit apprehensive about doing this course online but I needn't have worried. I was able to work through the modules at my own pace.
The course material was easy to understand and had some really useful and practical information and advice such as choosing a name for your business and the pitfalls of working from home.
I'm really, really glad I did this course as I am a home baker and it has provided lots of useful knowledge and tips to take my business forward.
The course has definitely given me the confidence to take my hobby to the next level.
Thank you
Monica Richards
I’ve been searching for courses based around animals for a long time. Finally found a provider that has a lot of courses in this area. I’m really enjoying this course so far, and can’t wait to do the next one.
The course is very easy to follow, with highlighted text so that you can remember the important parts of each module and the fact you can learn at your own speed and access the course for life is great. I am a very busy working mum, and I can now fit my learning around my other commitments in my life.
Bring on future learning!
Sarah Robinson
Having just completed the Admin & PA diploma I feel far more equipped to start a new career. From covering the basics, to recapping on things forgotten to introducing new concepts this course has something for everyone.
Shelley Tomkins
An amazing opportunity to improve my skills and easy to access. I really enjoyed the course! I think it s an excellent way to learn and improve yourself.
Thanks to this amazing course my self-esteem is growing up and I feel capable to start a new job and a new life. Constantly I am studying and I hope to be successful in the future.
Grazia Marino
It was great, lots of knowledge and able to learn at my own pace was fantastic, and that I have access to it after completing exam is great too!
I am excited to start further learning and will likely try another course provided from this website! Exam was easy and straight forward, and provided you with the questions you did not get correct so that you are able to further study.
I have recommended this site to friends and family, and will continue learning! Thank you so much New Skills Academy! You are an amazing site and I am grateful!
Anahita Dehghani
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
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.
I am on the 4th module and so far I have to say I am really enjoying it.
I have already learnt so much that I never knew before about the human body.
I started this course because I am currently getting into health and fitness to make a better life and future for myself and so I know what is right and wrong when I exercise or with what I am putting into my body.
The layout is really easy to understand and follow, the questions at the end of each module is really helpful too as refreshes what you have already read and learnt. Overall, I am pretty addicted to the course and getting through it quick. Definitely worth the money.
Michelle Paddick
I was a bit apprehensive about doing this course online but I needn't have worried. I was able to work through the modules at my own pace.
The course material was easy to understand and had some really useful and practical information and advice such as choosing a name for your business and the pitfalls of working from home.
I'm really, really glad I did this course as I am a home baker and it has provided lots of useful knowledge and tips to take my business forward.
The course has definitely given me the confidence to take my hobby to the next level.
Thank you
Monica Richards
I’ve been searching for courses based around animals for a long time. Finally found a provider that has a lot of courses in this area. I’m really enjoying this course so far, and can’t wait to do the next one.
The course is very easy to follow, with highlighted text so that you can remember the important parts of each module and the fact you can learn at your own speed and access the course for life is great. I am a very busy working mum, and I can now fit my learning around my other commitments in my life.
Bring on future learning!
Sarah Robinson
Having just completed the Admin & PA diploma I feel far more equipped to start a new career. From covering the basics, to recapping on things forgotten to introducing new concepts this course has something for everyone.
Shelley Tomkins
An amazing opportunity to improve my skills and easy to access. I really enjoyed the course! I think it s an excellent way to learn and improve yourself.
Thanks to this amazing course my self-esteem is growing up and I feel capable to start a new job and a new life. Constantly I am studying and I hope to be successful in the future.
Grazia Marino
It was great, lots of knowledge and able to learn at my own pace was fantastic, and that I have access to it after completing exam is great too!
I am excited to start further learning and will likely try another course provided from this website! Exam was easy and straight forward, and provided you with the questions you did not get correct so that you are able to further study.
I have recommended this site to friends and family, and will continue learning! Thank you so much New Skills Academy! You are an amazing site and I am grateful!
Anahita Dehghani
Why you should study with us
Learn with confidence...
RRP
$100
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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 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
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
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
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 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
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
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
