Telephone Customer Services Certification

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

PLUS - Access to the exclusive New Skills Academy Study Group!
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Telephone Customer Services Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

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.

Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).

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 is well written and broken down into easy sections, there is a test at the end of each module. This course is good if you're looking at a new career or even just want a better understanding of exercise, I would recommend the course for for either.

The web site is easy to navigate, I would recommend this for some one wanting to start a career in the fitness industry.

Lisa Hayden

I use Sage 50 every day at work, but wanted a qualification on my CV to reflect this. I thought this course was well set out and very informative.

I really appreciated that the course is split into 10 modules as this made it very easy for me to stop and come back to when convenient. I found with work and 4 kids this was very helpful and with a good feature that it saved the place where I was so you could return at any time.

I must admit I was very surprised that I learnt new things and really glad I took the course. I would recommend this course to anyone thinking of using Sage for the first time or like me already use it daily. I really appreciated the fact that I used my tablet while taking the course.

I must be honest at 36 years old, this was my first course taken online, I was generally really surprised how easy to it was to order/book on line. Overall I felt this was a very positive experience for me I not only gained a qualification, I also gained confidence and have now book up 2 more courses.

Justine Pitman

This short course was actually very informative and interesting, and learned far more than what you can read on the internet. The modules are an excellent way to learn, as you can complete each module in your own time.

I feel as though I’ve learned a lot from this course and would highly recommend it to anyone interested in starting a career in alternative medicine or as a starter in your own business. This certificate can lead onto other courses in this field.

The customer service was excellent, quick and easy to apply online and even better, you can pay by PayPal.

Caroline Gray

I completed the international massage diploma months ago and love to keep revisiting modules. I learn something new each and every time because there’s such a wealth of information presented in a beautifully user-friendly way with excellent videos to accompany each massage technique.

I’m already a working massage therapist, who enjoys attending short courses to up-skill and be able to provide my clients with more value. And ‘The New Skills Academy’ massage course is simply one of the best investments I’ve made in my ongoing professional development.

I’m now a whizz at facial massage (something they didn’t teach at massage school) and Lomi-Lomi too! Highly recommended!

Bee Scott

Amazing course! Clear training videos and everything you need to know to become a nail tech! I'm so pleased I decided to do this. It's put me on track to work for myself and own my own business

Kelly Goulding

I can honestly say that I have truly enjoyed learning about Microsoft Excel.
The step by step modules (36 of them!), breaking down each part of Excel was easy to understand and absorb. The explanations of each stage was handy for notes as well. The videos were helpful for directions and practise. The worksheets were helpful to put learning into action.
The test at the end was very good in covering many aspects of Excel, however I would have liked to know what I did not get correct. This would have been helpful.
However, I would gladly use a New Skills Academy course again.

Emma Mills

Duration:
0.25 hours

Access:
Lifetime Access

Approved by:
CPD

Learning Type:


Text based modules  Images  Video learning 

Cost:
$25.00

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

PLUS - Access to the exclusive New Skills Academy Study Group!
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Telephone Customer Services Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

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.

Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).

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 is well written and broken down into easy sections, there is a test at the end of each module. This course is good if you're looking at a new career or even just want a better understanding of exercise, I would recommend the course for for either.

The web site is easy to navigate, I would recommend this for some one wanting to start a career in the fitness industry.

Lisa Hayden

I use Sage 50 every day at work, but wanted a qualification on my CV to reflect this. I thought this course was well set out and very informative.

I really appreciated that the course is split into 10 modules as this made it very easy for me to stop and come back to when convenient. I found with work and 4 kids this was very helpful and with a good feature that it saved the place where I was so you could return at any time.

I must admit I was very surprised that I learnt new things and really glad I took the course. I would recommend this course to anyone thinking of using Sage for the first time or like me already use it daily. I really appreciated the fact that I used my tablet while taking the course.

I must be honest at 36 years old, this was my first course taken online, I was generally really surprised how easy to it was to order/book on line. Overall I felt this was a very positive experience for me I not only gained a qualification, I also gained confidence and have now book up 2 more courses.

Justine Pitman

This short course was actually very informative and interesting, and learned far more than what you can read on the internet. The modules are an excellent way to learn, as you can complete each module in your own time.

I feel as though I’ve learned a lot from this course and would highly recommend it to anyone interested in starting a career in alternative medicine or as a starter in your own business. This certificate can lead onto other courses in this field.

The customer service was excellent, quick and easy to apply online and even better, you can pay by PayPal.

Caroline Gray

I completed the international massage diploma months ago and love to keep revisiting modules. I learn something new each and every time because there’s such a wealth of information presented in a beautifully user-friendly way with excellent videos to accompany each massage technique.

I’m already a working massage therapist, who enjoys attending short courses to up-skill and be able to provide my clients with more value. And ‘The New Skills Academy’ massage course is simply one of the best investments I’ve made in my ongoing professional development.

I’m now a whizz at facial massage (something they didn’t teach at massage school) and Lomi-Lomi too! Highly recommended!

Bee Scott

Amazing course! Clear training videos and everything you need to know to become a nail tech! I'm so pleased I decided to do this. It's put me on track to work for myself and own my own business

Kelly Goulding

I can honestly say that I have truly enjoyed learning about Microsoft Excel.
The step by step modules (36 of them!), breaking down each part of Excel was easy to understand and absorb. The explanations of each stage was handy for notes as well. The videos were helpful for directions and practise. The worksheets were helpful to put learning into action.
The test at the end was very good in covering many aspects of Excel, however I would have liked to know what I did not get correct. This would have been helpful.
However, I would gladly use a New Skills Academy course again.

Emma Mills

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