Telephone Etiquette Certificate
Why you should study with us
Telephone Etiquette Certificate Course
Talking on the phone is an unavoidable aspect of working life. Regardless of your position, there is a good chance that you spend at least part of your day on the phone. Those who work in frontline positions, such as receptionists and customer service staff, may find that they spend a significant amount of time dealing with customers and clients over the phone. As a result, understanding proper phone etiquette is a vital part of any job.
This course goes into detail regarding proper telephone etiquette, including an explanation as to why it is such an important skill to master.
We begin by giving you the basics behind taking phone calls at work, including the tone that you should strive to use and a few tips on how to achieve it. Next, we discuss the crucial communication skills that you must master in order to always have successful telephone conversations.
Without learning these communication skills, your callers may feel disrespected and may seek out similar services or products from a competitor.
Finally, we discuss difficult calls. Despite you being polite, they are an unavoidable aspect of most frontline positions. Learning a few essential skills can help you diffuse such a tough situation.
You Will Learn:
- The role that the telephone plays in the modern workplace, and why telephone etiquette is still important
- How to prepare your ‘telephone voice’, so that your callers can take you seriously, while also feeling respected
- The importance of an informative greeting
- What not to say when you are on the phone
- The five key aspects of active listening
Benefits of Taking this Course
- Being more confident when you or your frontline staff answer the phone
- Learning how to make your customers feel welcome at your company from their first point of contact
- Learning the three steps involved in dealing with a difficult caller
- Understanding the importance of empathy
- Learning tips and tricks on how to make any call easier
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 Etiquette Certificate
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 1 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 1 modules there is a multiple choice test. The questions will be on a range of topics found within the 1 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 0.75 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.
At age 44, I took a notion to start a new career, so I booked a Travel & Tourism online course with New Skills Academy.
I was actually pretty nervous when I looked at the modules as it’s been years since I studied!
I was pleasantly surprised at how well the course flowed and how uncomplicated it was. The presentation of the course was easy to read and understand.
When I got to the final test, I was nervous, but had no need to be. It was a general test of knowledge and I passed with 70%. I feel proud!
Angela Wilson
I did not realise how in depth make up actually was until I actually began the course.
I found the course material very beneficial and it gave me an understanding of how to use all aspects of make up.The videos are extremely helpful and the tutor on them is very precise and clear.
I am exceedingly happy I took this course and it has put me in place for the perfect start. Highly recommend thank you skill academy for giving me the opportunity to better my self at my own pace. The hints and tips are ideal to make notes of xx
Sophie Watson
Fantastic online course. Very informative, easy to follow sessions with a test facility at the end of each session. You can complete this at your own pace any time of day or night, without any pressure and there is even help if you need it with tutors online.
I would highly recommend New Skills Academy to anyone looking to gain a qualification but needs time to complete the course or cannot attend classes. I look forward to completing many more courses with you shortly. A great way of learning new skills, as the name of the company suggests with a recognised qualification.
Thank you New Skills.
Julie Roach
Having recently started a role in the payroll department I felt I needed to gain knowledge from as many sources as possible.
I found this course to be thorough, easy to understand and the website easy to navigate. It gave me a much greater understanding of payroll systems, the legal obligations of an employer and HMRC guidelines.
I would thoroughly recommend this course to anyone starting out or wanting to progress in a payroll role.
Wendy Spencer
The course covers all the necessary aspects of SEN education, and is produced in manageable modules for learning.
In terms of value and content, I would rate this as one of the best online diploma courses.
Ainsley Nugent
Excellent. Simple to use interface, with clearly written and relevant material. I'm feeling confident with my career change choice, thanks to this course.
Richard Britten
Telephone Etiquette Certificate Course
Talking on the phone is an unavoidable aspect of working life. Regardless of your position, there is a good chance that you spend at least part of your day on the phone. Those who work in frontline positions, such as receptionists and customer service staff, may find that they spend a significant amount of time dealing with customers and clients over the phone. As a result, understanding proper phone etiquette is a vital part of any job.
This course goes into detail regarding proper telephone etiquette, including an explanation as to why it is such an important skill to master.
We begin by giving you the basics behind taking phone calls at work, including the tone that you should strive to use and a few tips on how to achieve it. Next, we discuss the crucial communication skills that you must master in order to always have successful telephone conversations.
Without learning these communication skills, your callers may feel disrespected and may seek out similar services or products from a competitor.
Finally, we discuss difficult calls. Despite you being polite, they are an unavoidable aspect of most frontline positions. Learning a few essential skills can help you diffuse such a tough situation.
You Will Learn:
- The role that the telephone plays in the modern workplace, and why telephone etiquette is still important
- How to prepare your ‘telephone voice’, so that your callers can take you seriously, while also feeling respected
- The importance of an informative greeting
- What not to say when you are on the phone
- The five key aspects of active listening
Benefits of Taking this Course
- Being more confident when you or your frontline staff answer the phone
- Learning how to make your customers feel welcome at your company from their first point of contact
- Learning the three steps involved in dealing with a difficult caller
- Understanding the importance of empathy
- Learning tips and tricks on how to make any call easier
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 Etiquette Certificate
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 1 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 1 modules there is a multiple choice test. The questions will be on a range of topics found within the 1 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 0.75 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.
At age 44, I took a notion to start a new career, so I booked a Travel & Tourism online course with New Skills Academy.
I was actually pretty nervous when I looked at the modules as it’s been years since I studied!
I was pleasantly surprised at how well the course flowed and how uncomplicated it was. The presentation of the course was easy to read and understand.
When I got to the final test, I was nervous, but had no need to be. It was a general test of knowledge and I passed with 70%. I feel proud!
Angela Wilson
I did not realise how in depth make up actually was until I actually began the course.
I found the course material very beneficial and it gave me an understanding of how to use all aspects of make up.The videos are extremely helpful and the tutor on them is very precise and clear.
I am exceedingly happy I took this course and it has put me in place for the perfect start. Highly recommend thank you skill academy for giving me the opportunity to better my self at my own pace. The hints and tips are ideal to make notes of xx
Sophie Watson
Fantastic online course. Very informative, easy to follow sessions with a test facility at the end of each session. You can complete this at your own pace any time of day or night, without any pressure and there is even help if you need it with tutors online.
I would highly recommend New Skills Academy to anyone looking to gain a qualification but needs time to complete the course or cannot attend classes. I look forward to completing many more courses with you shortly. A great way of learning new skills, as the name of the company suggests with a recognised qualification.
Thank you New Skills.
Julie Roach
Having recently started a role in the payroll department I felt I needed to gain knowledge from as many sources as possible.
I found this course to be thorough, easy to understand and the website easy to navigate. It gave me a much greater understanding of payroll systems, the legal obligations of an employer and HMRC guidelines.
I would thoroughly recommend this course to anyone starting out or wanting to progress in a payroll role.
Wendy Spencer
The course covers all the necessary aspects of SEN education, and is produced in manageable modules for learning.
In terms of value and content, I would rate this as one of the best online diploma courses.
Ainsley Nugent
Excellent. Simple to use interface, with clearly written and relevant material. I'm feeling confident with my career change choice, thanks to this course.
Richard Britten
Why you should study with us
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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 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
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
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
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
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
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
