Phone-Based Customer Service builds trust through clear communication, active listening, and prompt problem resolution, ensuring positive caller experiences, stronger brand reputation, improved satisfaction, and lasting customer relationships across environments globally.
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1 Year Access 
Level 5 
91 Students 
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Phone-Based Customer Service course builds essential customer service skills and phone communication training for modern support roles. Learners master professional phone communication, telephone etiquette, and call handling techniques to manage customer support calls effectively while improving customer experience management and relationship building.
Covering structured call center training modules, the course focuses on inbound and outbound calls, active listening skills, conflict resolution on calls, and customer experience management. Participants develop confidence in handling diverse customer interactions through practical phone communication training and real-world call handling techniques.
Advanced modules strengthen telephone etiquette, building rapport over the phone, and problem solving over the phone using structured communication strategies. Learners enhance call handling techniques across interoffice calls and voicemail management while improving customer support calls performance and call center training outcomes.
Learners complete an assignment and can take a mock exam to practice and improve their understanding before the final multiple-choice exam. Tutors provide personalised feedback on the assignment. The final exam is automatically marked, and learners must achieve at least 60% to receive a CPD-certified certificate.
After completing the Phone-Based Customer Service assessments, learners qualify for a CPD QS accredited certificate from One Education.
The certificate is available in two formats: a PDF version for £9 or a printed hard copy delivered by post for £15.
Quality Licence Scheme Endorsed Certificate
Learners also have the option to order a Quality Licence Scheme (QLS) Endorsed Certificate as additional proof of achievement. The QLS Endorsed Certificate can be delivered by post for £109, with an additional £10 postage charge for international students.
This course has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. For further information please visit the Learner FAQs on the Quality Licence Scheme website.
Studying a Phone-Based Customer Service course builds essential communication and interpersonal skills needed to handle customer queries effectively. It prepares learners to manage calls professionally, resolve issues quickly, and deliver positive customer experiences in competitive service environments.
Why Study This Course? It enhances employability by equipping individuals with practical call-handling techniques, empathy, and problem-solving abilities. Learners gain confidence in managing customer relationships, improving satisfaction, and supporting businesses through efficient telephone-based service delivery roles.
The Phone-Based Customer Service Course has a total study time of 2 weeks, 1 day. Learners are able to progress through the training at a flexible pace, allowing them to balance their studies with other commitments while completing the course within a structured yet adaptable timeframe.
The phone-based customer service course requirements are straightforward and accessible. Learners should have basic communication skills, a good command of spoken English, and an interest in customer support. The course is delivered online, allowing access from any internet-enabled device, enabling flexible study at home or anywhere convenient.
It is a job role where you assist customers over the phone by answering queries, solving problems, and providing information about products or services.
Anyone interested in communication, support roles, or office work can join, including beginners.
You will learn communication skills, call handling, problem-solving, complaint resolution, and customer care techniques.
No, most training programs start from basic customer service skills and build confidence through practice.
You can work as a Customer Service Representative, Call Centre Agent, Helpdesk Advisor, or Support Executive.
| Phone-Based Customer Service | |||
| Module 1: Introduction to Customer Service | 00:23:00 | ||
| Module 2: What’s Different about Good Customer Service? | 00:12:00 | ||
| Module 3: Customer Relationship Management | 00:42:00 | ||
| Module 4: Customer Service Communication Strategies | 00:24:00 | ||
| Module 5: Aspects of Phone Etiquette | 00:31:00 | ||
| Module 6: Building Rapport Over the Phone | 00:24:00 | ||
| Module 7: Inbound and Outbound Calls | 00:16:00 | ||
| Module 8: Active Listening and Managing Tough Callers | 00:28:00 | ||
| Module 9: Managing Interoffice Calls and Voicemail | 00:10:00 | ||
| Module 10: Problem Solving over the Phone | 01:04:00 | ||
| Module 11: Intra Organisation Dealings | 00:35:00 | ||
| Module 12: Measuring Customer Service | 00:12:00 | ||
| Mock Exam | |||
| Mock Exam – Phone-Based Customer Service | 00:20:00 | ||
| Final Exam | |||
| Final Exam – Phone-Based Customer Service | 00:20:00 | ||
| Assignment | |||
| Assignment – Phone-Based Customer Service | 2 weeks, 1 day | ||
| Order Your Certificate | |||
| Order Your Certificate QLS | 00:00:00 | ||
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