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Telephone Skills and Quality Customer Service

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Course Description

Today's consumers have a variety of options for shopping, obtaining services and getting the help they need. They can use catalogs, the mail, the Internet and face-to-face contact, yet telephone customer service is still the first choice for most customers when they have questions or a problem that needs to be resolved. 

In order to ensure your customers or clients are happy with the customer service they receive, it's even more important for you to provide exceptional customer service, including outstanding telephone service. Consumers expect better service than ever before, and the limitations of telephone communications don't exempt you from offering them the satisfaction and resolution they demand.

This course focuses on honing outstanding telephone customer service skills in order to meet customer needs and presenting a professional, knowledgeable image that reflects well on your company. When you have finished this course, you will know everything you need to make your customers feel valued and satisfied even under the most difficult circumstances.

  • Completely Online
  • Self-Paced
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  • 6 Months to Complete
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  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
IACET Accredited Provider
Universal Class, Inc. has been approved as an Accredited Provider by the International Association for Continuing Education and Training (IACET). In obtaining this approval, Universal Class, Inc. has demonstrated that it complies with the ANSI/IACET Standard which is widely recognized as the Standard of good practice internationally. As a result of their Accredited Provider status, Universal Class, Inc. is authorized to offer IACET CEUs for its courses that qualify under the ANSI/IACET Standard.

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Course Lessons

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  • Lesson 1: The Challenge of Telephone Customer Service in Today's World

    Learn about some of the challenges that meet telephone customer service providers today.
  • Lesson 2: Cultivating an Excellent Phone Voice

    Learn how to speak clearly, effectively and positively to customers.
  • Lesson 3: First Impressions Count

    This lesson explains essential techniques to answering phone calls to make a good first impression.
  • Lesson 4: Learning How to Listen

    This lesson explores steps to enhance your active listening skills and responses to customers.
  • Lesson 5: Keeping the Conversation Going

    Asking questions of customers over the phone is designed to determine specific information. Learn how with this lesson.
  • Lesson 6: Conference Calls and International Calling Etiquette

    You do not have to dread conference calls if you know how to set them up, keep them going, and make them effective. This lesson explores tips for creating a great call experience.
  • Lesson 7: Call Transfers and Holds

    Learn the proper techniques for transferring calls and placing individuals on hold.
  • Lesson 8: Using Voice Mail and Taking Messages

    Taking messages involves more than merely getting a name and number. This lesson explains the basics in detail.
  • Lesson 9: Screening Calls

    Sometimes it may be necessary to screen calls for your boss or supervisor. This lesson will explain things you will need to remember.
  • Lesson 10: Selling on the Telephone

    This lesson explores the reason why what you say is more important than the product or service when selling on the telephone.
  • Lesson 11: Soothing Irate Customers

    Every once in a while, you may need to deal with an angry or irate customer. Lesson 11 explains the Service Recovery Model to soothe ruffled feathers.
  • Lesson 12: When You Have to Say, "No"

    Saying no is not always easy, but you can be assertive and polite at the same time. This lesson shows you how.
  • Lesson 13: Some Final Thoughts on Telephone Etiquette for Quality Customer Service

    Lesson 13 wraps up the course on telephone skills and customer service that will enhance your business needs.

Additional Course Information

Online CEU Certificate
  • Document Your Lifelong Learning Achievements
  • Earn an Official Certificate Documenting Course Hours and CEUs
  • Verify Your Certificate with a Unique Serial Number Online
  • View and Share Your Certificate Online or Download/Print as PDF
  • Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media
Document Your CEUs on Your Resume
Course Title: Telephone Skills and Quality Customer Service
Course Number: 8900065
Languages: English - United States, Canada and other English speaking countries
Course Type: Support/Advice
CEU Value: 1.2 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned
Assessment Method: Lesson assignments and review exams
Instructor: John Chouinard
Syllabus: View Syllabus
Duration: Continuous: Enroll anytime!
Course Fee: $50.00 (no CEU Certification) || with CEU Certification: $75.00
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Learning Outcomes

By successfully completing this course, students will be able to:
  • Describe the challenges of telephone customer service in today's world.
  • Cultivate an excellent phone voice.
  • Demonstrate first impressions.
  • Describe methods for better listening.
  • Describe ways to keep the conversation going.
  • Describe conference calls and international calling etiquette.
  • Describe etiquette for call transfers and holds.
  • Describe best practices for using voicemail and taking messages.
  • Summarize when to screen calls.
  • Summarize best methods for selling on the telephone.
  • Describe methods for soothing irate customers.
  • Recognize when you have to say 'no', and
  • Demonstrate mastery of lesson content at levels of 70% or higher.
An IntroductionAssignment1
Lesson 1 AssignmentAssignment20
Quiz for Lesson 1 : The Challenge of Telephone Customer Service in Today’s WorldExam12
Lesson 2 AssignmentAssignment20
Quiz for Lesson 2 : Cultivating an Excellent Phone VoiceExam10
Lesson 3 AssignmentAssignment30
Quiz for Lesson 3 : First Impressions CountExam11
Lesson 4 AssignmentAssignment25
Quiz for Lesson 4 : Learning How to ListenExam10
Lesson 5 AssignmentAssignment20
Quiz for Lesson 5 : Keeping the Conversation GoingExam12
Lesson 6 AssignmentAssignment25
Quiz for Lesson 6 : Conference Calls and International Calling EtiquetteExam10
Lesson 7 AssignmentAssignment30
Quiz for Lesson 7 : Call Transfers and HoldsExam10
Lesson 8 AssignmentAssignment30
Quiz for Lesson 8 : Using Voicemail and Taking MessagesExam9
Lesson 9 AssignmentAssignment25
Quiz for Lesson 9 : Screening CallsExam7
Lesson 10 AssignmentAssignment20
Quiz for Lesson 10 : Selling on the TelephoneExam10
Lesson 11 AssignmentAssignment20
Quiz for Lesson 11 : Soothing Irate CustomersExam10
Lesson 12 AssignmentAssignment20
Quiz for Lesson 12 : When You Have to Say “No”Exam7
Lesson 13 AssignmentAssignment25
Quiz for Lesson 13 : Some Final Thoughts on Telephone Etiquette for Quality Customer ServiceExam9
The Final ExamExam64
Total Points:502

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Student Testimonials

  • "They course put together well. Detailed, Challenging." -- Roberta W.
  • "All parts were valuable." -- Vivian M.
  • "The examples and explanations were very clear." -- Billie P.
  • "I was surprised how helpful this course was. I learned some very good tips." -- Marilyn S.
  • "What was most helpful was the lesson on screening calls because I learned some new ways to handle them." -- Amy S.
  • "The instructor was very pleasant and kept up with my pace for returning assignments and quiz results very well." -- Lauren B.
  • "Very good organized class." -- GAKUNGA G.
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