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.
The course was very well structured and I have a clear idea from all subjects. All the subjects have examples and highlight very important information during the course.
It is suitable for my needs in improving my qualification and doing an online course which transmits all necessary information.
The material is very relevant to the day-to-day activities in a bank and show me how many options I have available inside the bank industry and which qualifications I need. I am very happy with it and I recommend everyone who has some curiosity to learn more about the banking sector.
Diogo Miranda
I have not long started this course but I would recommend it to anyone who is thinking about opening their own baking business.
It has taught me new and interesting things so far and I am excited to complete the remaining modules. This course is helping me to understand what it is like to start a business and how much is actually needed to make it work. I have really enjoyed learning new techniques and ingredients for baking cakes, muffins etc and also what ingredients you can use to cater a variety of people.
I am so glad I came across this course.
Cindel Simmill
I took it up in myself to take this course as I am wanting to get on the personal trainer business. I found this course to be really insightful and beneficial.
As well as providing the information needed for health care professionals in the Fitness industry, it also provides the information you might be interested in to take your career further. Such as qualifications you can take afterwards to specialise in a specific area in the Fitness industry.
If you want an informative course that gives you a little extra, this is perfect for you. If you would like the bare minimum, then this course isn’t for you.
Emma Fulford
This course was fun and flexible. I could study it at my own convenience, leaving it and going back to it in between my other commitments. I was then required to answer a few multiple choice questions at the end in order to receive my certificate which is stored in my account so that I can download it at any time. It is a good qualification to add to my CV when looking to work with pets. I really enjoyed it and it will benefit me in my future career plans. I would definitely recommend it to friends and family.
Stacey Baigan
The diploma in Waxing course is fantastic, I am really enjoying it. The information provided is in depth and covers everything you require to learn and be knowledgeable enough to work on clients. It is an easy to follow set up and being able to access the course content on either my home computer or my mobile device gives me the ease to always check back if ever unsure of something. I would 100% recommend this course to beginners, or like myself, anyone wanting to just refresh their knowledge. Expanding my knowledge has been made easy! So pleased I found New Skills Academy.
Nikita Barrett
There are some fantastic courses on offer and they are set out in a simple, easy step by step way to help with home learning. I like how they are set out in small modules with a quiz at the end. It made it easier for me to take on board what I was being taught.
When I needed to contact someone about the course, they responded quickly to my emails and helped me solve my issues. I like that there is no time scale on completing the course so that I can pick up where I left off after a break from learning.
I would recommend learning with New Skills Academy to anyone wanting to improve their skills.
Katherine Andrew
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.
The course was very well structured and I have a clear idea from all subjects. All the subjects have examples and highlight very important information during the course.
It is suitable for my needs in improving my qualification and doing an online course which transmits all necessary information.
The material is very relevant to the day-to-day activities in a bank and show me how many options I have available inside the bank industry and which qualifications I need. I am very happy with it and I recommend everyone who has some curiosity to learn more about the banking sector.
Diogo Miranda
I have not long started this course but I would recommend it to anyone who is thinking about opening their own baking business.
It has taught me new and interesting things so far and I am excited to complete the remaining modules. This course is helping me to understand what it is like to start a business and how much is actually needed to make it work. I have really enjoyed learning new techniques and ingredients for baking cakes, muffins etc and also what ingredients you can use to cater a variety of people.
I am so glad I came across this course.
Cindel Simmill
I took it up in myself to take this course as I am wanting to get on the personal trainer business. I found this course to be really insightful and beneficial.
As well as providing the information needed for health care professionals in the Fitness industry, it also provides the information you might be interested in to take your career further. Such as qualifications you can take afterwards to specialise in a specific area in the Fitness industry.
If you want an informative course that gives you a little extra, this is perfect for you. If you would like the bare minimum, then this course isn’t for you.
Emma Fulford
This course was fun and flexible. I could study it at my own convenience, leaving it and going back to it in between my other commitments. I was then required to answer a few multiple choice questions at the end in order to receive my certificate which is stored in my account so that I can download it at any time. It is a good qualification to add to my CV when looking to work with pets. I really enjoyed it and it will benefit me in my future career plans. I would definitely recommend it to friends and family.
Stacey Baigan
The diploma in Waxing course is fantastic, I am really enjoying it. The information provided is in depth and covers everything you require to learn and be knowledgeable enough to work on clients. It is an easy to follow set up and being able to access the course content on either my home computer or my mobile device gives me the ease to always check back if ever unsure of something. I would 100% recommend this course to beginners, or like myself, anyone wanting to just refresh their knowledge. Expanding my knowledge has been made easy! So pleased I found New Skills Academy.
Nikita Barrett
There are some fantastic courses on offer and they are set out in a simple, easy step by step way to help with home learning. I like how they are set out in small modules with a quiz at the end. It made it easier for me to take on board what I was being taught.
When I needed to contact someone about the course, they responded quickly to my emails and helped me solve my issues. I like that there is no time scale on completing the course so that I can pick up where I left off after a break from learning.
I would recommend learning with New Skills Academy to anyone wanting to improve their skills.
Katherine Andrew
Why you should study with us
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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
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
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
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
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
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 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
