Course Description

Telephone Skills Diploma

Global Edulink


Build confidence and skills for handling telephone calls more professionally. Our comprehensive Telephone Skills Diploma covers professional telephone techniques and call handling etiquette, with an emphasis on customer service.

If you or your staff have to deal with customers either face to face or over the telephone, then effective customer care training is essential in enabling you to develop a customer caring attitude to delivering service effectively and consistently. Global Edulink is a leading online course provider, so we have designed this course to enhance customer service skills, so you can prove to employers and recruiters that you are able to provide customer service to the highest standard.

Studying with Global Edulink has many advantages. The course material is delivered straight to you, and can be adapted to fit in with your lifestyle. It is created by experts within the industry, meaning you are receiving accurate information, which is up-to-date and easy to understand. This course is comprised of professionally narrated e-Learning modules, interactive quizzes, tests and exams. All delivered through a system that you will have access to 24 hours a day, 7 days a week for 365 days (12 months). An effective support service and study materials will build your confidence to study efficiently and guide you to secure your qualification.

Course Curriculum

  1. Customer service principles
  2. Excellent customer service process
  3. Communication skills for customer service
  4. Customer service techniques
  5. Handling customer complains
  6. Telephone techniques
  7. Telephone etiquette
  8. Telephone customer service process
  9. Power of telephone courtesy
  10. Internal customer service
  11. Customer service at call centres

Who is this course for?

This course is ideal for those who are responsible for answering the telephone for incoming calls or dialling out and making calls on behalf of their organisation to suppliers or customers.

Course Description

This  Telephone Skills Diploma is comprehensive and designed to cover the following key areas:

  1. Customer Service Principles
  2. Excellent Customer Service Process
  3. Communication Skills for Customer Service
  4. Customer Service Techniques
  5. Handling Customer Complains
  6. Telephone Techniques
  7. Telephone Etiquette
  8. Telephone Customer Service Process
  9. Power of Telephone Courtesy
  10. Internal Customer Service
  11. Customer Service at Call Centres
  12. Developing Effective Telephone Customer Service Skills

This course has been designed for 16 guided learning hours.

Method of assessment

At the end of the course learners will also take 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.


Successful candidates will be awarded a Diploma in Telephone Skills Training.

College Name Global Edulink
Course Category Business, Customer Care, Relations & Service
Course Type Online Learning
Course Qualification CPD
Course Location Athlone, Westmeath, Dublin, Ireland
Course Fee 109
Course Duration 365 Days
Entry Requirements • This course is available to all students, of all academic backgrounds. However, a sound educational background would be an advantage. • Learners should be ages 16 or over to undertake the qualification. • Basic understanding of English language, literacy, numeracy and ICT are required to attend this course.
Career Path This certificate will greatly supplement your other professional qualifications and help you win an outstanding job role in the corporate world. You can also use this certificate to progress in your career by demanding for salary increments and job promotions from your organisation. Below listed are few of the job positions this certificate will help you in, along with the average UK salary per annum according to, • Customer Service Representative – £17,863 per annum • Customer Service Agent – £17,195 per annum • Receptionist – £16,283 per annum • Administrators – 1£7,444 per annum • Call center manager – £29,817 per annum • Telemarketers – £18,490 per annum • Customer service assistant – £14,387 per annum
For information about Global Edulink, please visit our college page on by clicking here.

Course Provider

Global Edulink

CityPoint, 1 Ropemaker Street, London, EC2Y 9HU, Dublin, United Kingdom

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