Telephone Handling Skills Diploma

Telephone Handling Skills Diploma

Course Description:

Providing excellent customer service is essential in business. This Diploma in Telephone Handling Skills introduces the fundamental elements of customer service and explains how they can be applied in any organisation. Following this, it describes how a business can develop its customer service to the highest level.

Our learning material is available to students 24/7 anywhere in the world, so it’s extremely convenient. These online courses are open to everyone, all you need is an interest in learning! We provide world-class learning led by IAP, so you can be assured that the material is high quality, accurate and up-to-date.

What skills will I gain?

• Learn the fundamental principles of customer service
• Recognise what can stop you giving outstanding customer service
• This course will teach you about customer behaviour
• Learn how to measure customer satisfaction
• Learn call greetings as a caller and a receiver
• Develop your telephone etiquette and technique
• Gain a full understanding of how to deal with difficult customers
• Learn to use appropriate language during telephone conversations

What is the target audience?

• Job hunters & School leavers
• College or University student & graduates
• Personal assistant & Receptionist
• Secretary or Assistant for a company director
• New or Temporary staff
• Call Centre Representative or Call handlers
• Customer service representative or Customer service agent
• Customer service team member or supervisor
• Customer Service Team Leader or Customer Relations Advisor
• Sales or Hotel manager

How will I be assessed?

• At the end of the course learners will take an online multiple choice question assessment test. This online multiple choice question test is marked automatically so you will receive an instant grade and know whether you have passed the course.
• Those who successfully pass this course will be awarded a free e-certificate, and only need to pay £19 for your printed certificate.

What Certification am I going to receive?

Those who successfully pass this course will be awarded a Telephone Handling Skills Diploma. Anyone eligible for certification will receive a free e-certificate, and printed certificate.

Course Curriculum Total Units : 27
Grtting Started
1. Customer Service Principles
The Value of Customer Good Service
Enhancing Customer Relationship
Dealing with Customer Expectation
Problem Solving
Success of Customer Service
Exercise Files- Customer Service Principles
2. Excellent Customer Service Process
3. Communication Skills for Customer Service
Communication Skills for Customer Service
4. Customer Service Techniques
Customer Awareness
Improving Your Customer Service Leadership
Building Teamwork for Customer Service
Exercise Files- Customer Service Techniques
5. Handling Customer Complains
Handling Customer Complains
6. Telephone Techniques
Telephone Techniques
7. Telephone Etiquette
Telephone Etiquette
8. Telephone Customer Service Process
Telephone Customer Service
9. Power of Telephone Courtesy
Power of Telephone Courtesy
10. Internal Customer Service
Internal Customer Service
11. Customer Service at Call Centres
The CSR – A Powerful Choice
Getting the Professional Edge
All Important Customers
Building Your Skills
Building Your Skills with Technology
Managing your Attitude
12. Developing Effective Telephone Customer Service Skills