Learning Outcomes

Introduction to Customer Service

Defusing Techniques and Customer Management

Greeting and Customer Rapport

Telephone Etiquette

Distractions and Inbound/Outbound Calls

Angry Customers, Transfering and Voicemail

Lesson Summary

This module will begin by helping you analyse what is customer care. We will also find information on identifying proactive customer management. This module will look at why is greeting so critical. You will have answers to questions like: "What are some of the most important things to remember about greeting?" and "What Is Telephone Etiquette?"

Customer Care Skills with Telephone Etiquette - Course assessment

This free online customer service training course provides communication skills and explains telephone etiquette.

Customer Care Skills and Telephone Etiquette

‘Customer service’ describes the guidance a business gives its customers. This course explains how to provide great customer care service over the phone. We outline ‘defusing’ techniques and customer management practices to help you build a good rapport with clients over the phone. Why should you provide great customer service? What is true customer loyalty? This customer care course answers such questions and improves your communication skills.

Basic Principles of Telephone Etiquette

Importance of Professionalism in Telephone Communication

First Impressions Matter

Learn the fundamentals of professional telephone etiquette, including key principles for clear and courteous communication. Discover why professionalism matters in phone interactions and how first impressions shape conversations. This module equips you with essential skills to handle calls confidently and create a positive impact.

Active Listening Skills

Clear and Concise Communication

Managing Call Flow

Sharpen your communication skills for professional phone calls. Learn active listening techniques to engage callers, practice clear and concise communication, and develop strategies to manage call flow smoothly. By this module’s end, you’ll confidently handle calls, ensuring productive and professional conversations.

Identifying Types of Difficult Calls

Strategies for De-escalation

Maintaining Professionalism Under Pressure

Difficult calls happen—knowing how to handle them is key. Learn to identify tough calls, use de-escalation strategies, and stay professional under pressure. This module helps you handle complaints confidently and turn tense conversations into positive outcomes so you can navigate any call calmly and calmly.

Fundamentals of Professional Telephone Etiquette - Assessment

Learn professional telephone etiquette to handle calls with confidence, clarity, and courtesy in any situation.

Fundamentals of Professional Telephone Etiquette

Step into every call with confidence and professionalism. Learn to communicate, listen actively, and handle calls smoothly while maintaining a warm and courteous tone. This course equips you with versatile telephone etiquette, leaving a positive impression, managing difficult conversations, and building trust. Whether speaking with clients, colleagues, or customers, these skills will help you quickly navigate calls professionally.

7 Best Climate Change Courses for 2025: Exploring the Science

70+ FutureLearn Courses with Free Certificates

262K Courses, 833M Enrollments: Breaking Down Udemy’s Massive Catalog

OpenAI Academy Review: A Close Look at ChatGPT 101 for Small Businesses

9 Best Quilting Courses for 2026: Turn Fabric Scraps Into Heirlooms

7 Best Free Haskell Courses for 2025

Coursera and Udemy Shareholders Approve Merger With 99% of Votes

7 Best Kubernetes Courses for 2025

How GenAI Costs Sank Duolingo’s Stock 20% (A Non-AI Generated Analysis)

9 Best GIS Courses for 2025: Navigating Spatial Data

Learn Something New: 100 Most Popular Courses For December

6 Best Influencer Marketing Courses for Marketers

Harvard’s Intro to Python: Earn a Free Certificate

Coursera Announces Layoffs, Stock Plunges Despite $100M Milestone

8 Best Tailwind Courses for 2026: Build Beautiful, Responsive Websites

Learn English as a Second Language (ESL) with Hundreds of Courses & Sites