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Online CPD Course

Telephone Skills

Develop confident and professional telephone skills for effective workplace and customer communication.

1 course 4 CPD hours 365 days access Verifiable certificate
Course Price
£19.99
Curriculum

Course Details

CPD212-BAA-005

Telephone Skills

240 minutes 4 CPD hours Introductory English 80% pass mark
Course Description
This professional online CPD course provides learners with practical guidance on telephone communication in the workplace. It covers answering and making calls, professional introductions, active listening, questioning, call handling, taking messages, dealing with difficult callers and maintaining confidentiality. Learners will develop the skills required to create a professional and positive telephone experience.
Learning Outcomes
  • Explain the principles of professional telephone communication.
  • Answer and make workplace calls confidently and professionally.
  • Use effective listening, questioning and clarification techniques.
  • Take and record accurate telephone messages.
  • Handle difficult or dissatisfied callers calmly and appropriately.
  • Protect confidential information during telephone conversations.
  • Successfully complete the end-of-course knowledge assessment.
Study online Access course materials through your secure learner account and continue from your recorded progress.
Complete the assessment Your final score and completion result are retained within your learning record.
Record your achievement Successful completion is added to your CPD transcript with access to a verifiable certificate.