Certificate in Telephone Etiquette Online Course

Master the art of professional phone manners with our online Certificate in Telephone Etiquette. Boost confidence and communication skills.

Overview:

The Certificate in Telephone Etiquette is designed to sharpen your telephone communication with a polished, confident approach. Whether handling business calls, internal communication or managing customer concerns, the course helps refine how you speak and listen over the phone—clearly, calmly and professionally.

This course is ideal for those looking to enhance workplace professionalism, handle phone-based interactions with ease, and avoid common conversational pitfalls. From understanding tone to dealing with difficult callers, this training fits comfortably into your schedule—without the need to log off reality.

Learning Outcomes:

• Understand key principles of professional telephone communication.
• Identify and correct poor phone etiquette habits confidently.
• Apply effective strategies for inbound and outbound call handling.
• Maintain composure and clarity when facing challenging phone calls.
• Follow etiquette rules when leaving voicemails or transferring calls.
• Create better caller experiences through mindful phone interactions.

Course Curriculum:

• Module 1 – Introduction to Telephone Etiquette
• Module 2 – Aspects of Phone Etiquette
• Module 3 – How to Talk on the Phone
• Module 4 – Eliminating Phone Distractions
• Module 5 – Inbound Calls and Outbound Calls
• Module 6 – Dealing With Angry Customers
• Module 7 – Handling Interoffice Calls and Voicemail Messages
• Module 8 – The 11 Essential Rules of Phone Etiquette

Who is this Course For:

• Customer service professionals who manage regular phone communication.
• Receptionists aiming to improve their telephone handling skills.
• Call centre staff looking to speak more confidently and clearly.
• Virtual assistants who often manage client phone interactions.
• Office administrators dealing with inbound and outbound calls.
• Retail or sales staff managing customer queries by phone.
• Freelancers handling client communication remotely and independently.
• Anyone seeking better telephone manners in a business setting.

Career Path (UK average salaries):

• Customer Service Advisor – £21,000 per year
• Call Centre Agent – £20,500 per year
• Receptionist – £19,000 per year
• Virtual Assistant – £25,000 per year
• Office Administrator – £23,000 per year
• Helpdesk Support Representative – £24,500 per year