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.
The course was very easy to navigate and very informative. I have gained so much information from this course - it is amazing to know I have learnt so much from this and it is even better that you can do it in your own time and no one pushing you.
Shaun Mulryne
The course was very methodical and logical, always pointing towards the goal of learning the information to pass the test. It’s also a very nice course. Made the process seem much less daunting than I had made it appear. The logical and organized approach to the material really made this a worthwhile course.
All the course materials are very easy to understand and access, and the fact that you could study at your own pace when you want.
I want to say a big thank you to New Skills Academy for your effort, heart-felt interest and enthusiasm in putting together this course and sharing it with us. Your frequent, intuitive tips were great memory cues for some of the hard to retain information and very helpful especially for someone forgetful like me. Most of all, you took any worry of failure out of the picture and made it easy to visualize completing the test successfully! Thank you again for all your help.
I will definitely recommend this site to anyone looking to take professional courses. Thanks to them, I now have my diploma in Hotel Reception.
Abayomi Dosunmu Odunsi
I am considering a career change, so this seemed a good place to start. The course was comprehensive, for the price and easy to follow. The videos were also really helpful, to help put the information into context. The instructor was very down to earth and easy to follow.
It is helpful to be able to print out the course notes, to refer to at a later date. I will also re-watch the videos when I need to.
The test at the end was multiple choice. There may have been information relating to this on the website, but I didn't find it. The questions were very specific, so you do need to have revised before you take the test.
All in all, I am impressed, for the £40 I spent.
Kirsty Trenerry
The contents on these classes are awesome! I’m currently an architecture student and was a little worried because is an online course and sometimes it leaves doubts or some subjects are not well debated, but I learned so much, it also improved my landscaping knowledge, its satisfying.
I need to say: congratulations for modules organization, the website layout, and the support. Seriously, every once and a while I take online classes and I’m surprised with the New Skills Academy, I totally recommend these classes for anybody that like gardens, also for architecture students – this is essential for our area.
Hopefully I can find something else to study with New Skills Academy!
Letitia Rossett
Very well organised via Modules. It was extremely helpful. I learned a lot of new and interesting things.
I especially liked those modules with 'homework' at the end. It might be better if every module has some extra tasks for practice.
Darina Kostadinova
Amanda Groom
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.
The course was very easy to navigate and very informative. I have gained so much information from this course - it is amazing to know I have learnt so much from this and it is even better that you can do it in your own time and no one pushing you.
Shaun Mulryne
The course was very methodical and logical, always pointing towards the goal of learning the information to pass the test. It’s also a very nice course. Made the process seem much less daunting than I had made it appear. The logical and organized approach to the material really made this a worthwhile course.
All the course materials are very easy to understand and access, and the fact that you could study at your own pace when you want.
I want to say a big thank you to New Skills Academy for your effort, heart-felt interest and enthusiasm in putting together this course and sharing it with us. Your frequent, intuitive tips were great memory cues for some of the hard to retain information and very helpful especially for someone forgetful like me. Most of all, you took any worry of failure out of the picture and made it easy to visualize completing the test successfully! Thank you again for all your help.
I will definitely recommend this site to anyone looking to take professional courses. Thanks to them, I now have my diploma in Hotel Reception.
Abayomi Dosunmu Odunsi
I am considering a career change, so this seemed a good place to start. The course was comprehensive, for the price and easy to follow. The videos were also really helpful, to help put the information into context. The instructor was very down to earth and easy to follow.
It is helpful to be able to print out the course notes, to refer to at a later date. I will also re-watch the videos when I need to.
The test at the end was multiple choice. There may have been information relating to this on the website, but I didn't find it. The questions were very specific, so you do need to have revised before you take the test.
All in all, I am impressed, for the £40 I spent.
Kirsty Trenerry
The contents on these classes are awesome! I’m currently an architecture student and was a little worried because is an online course and sometimes it leaves doubts or some subjects are not well debated, but I learned so much, it also improved my landscaping knowledge, its satisfying.
I need to say: congratulations for modules organization, the website layout, and the support. Seriously, every once and a while I take online classes and I’m surprised with the New Skills Academy, I totally recommend these classes for anybody that like gardens, also for architecture students – this is essential for our area.
Hopefully I can find something else to study with New Skills Academy!
Letitia Rossett
Very well organised via Modules. It was extremely helpful. I learned a lot of new and interesting things.
I especially liked those modules with 'homework' at the end. It might be better if every module has some extra tasks for practice.
Darina Kostadinova
Amanda Groom
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
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
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
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 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
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
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
