How long is the Telephone and Email Etiquette course?

The course runs approximately 29 hours across 8 modules and 16 lessons, completed online at your own pace.

How much does Telephone and Email Etiquette cost?

The training fee is KES 25,000, with M-Pesa, card and Paystack payment options and lifetime access.

Is Telephone and Email Etiquette certified?

Yes. On passing the final assessment you receive a GLI-branded certificate with QR verification. CCS is NITA-accredited.

Telephone and Email Etiquette | CCS Online Learning

Name: Telephone and Email Etiquette
Price: 25000 KES

Build practical, job-ready capability in telephone and email etiquette for Kenya's dynamic business environment. This professional course combines proven international frameworks with African case studies and real workplace application.

What You Will Learn

✓Optimise the core principles and frameworks of telephone and email etiquette
✓Build practical tools to real workplace challenges
✓Align and improve current practices in their organisation
✓Create and implement effective approaches with measurable outcomes
✓Evaluate customer service practice with organisational strategy
✓Manage risk, compliance and governance considerations

Modules

Lessons

29 hours

Duration

🎍 Certificate & NITA Accreditation

On passing the final exam (50 MCQs, 70% pass mark, unlimited retakes) you receive a GLI-branded PDF certificate with QR verification. CCS is NITA-accredited — eligible employers can claim NITA levy reimbursement for this course.

Course Curriculum

8 modules · 16 lessons · Interactive quizzes · Study notes · Practical exercises · Final exam

Module 1: Foundations and Key Concepts

2 lessons · 96 min · 3 hours

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▶

Understanding the Fundamentals

47 min

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Key Concepts and Terminology

49 min

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📝 Study Notes

KEY TAKEAWAYS — Foundations and Key Concepts • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Foundations and Key Concepts". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 2: Strategic Context and Environment

2 lessons · 98 min · 4 hours

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Reading the Operating Environment

52 min

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Aligning with Organisational Strategy

46 min

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📝 Study Notes

KEY TAKEAWAYS — Strategic Context and Environment • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Strategic Context and Environment". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 3: Core Frameworks and Tools

2 lessons · 109 min · 4 hours

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▶

Essential Frameworks and Models

53 min

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Practical Tools and Techniques

56 min

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📝 Study Notes

KEY TAKEAWAYS — Core Frameworks and Tools • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Core Frameworks and Tools". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 4: Planning and Design

2 lessons · 99 min · 4 hours

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Planning for Success

55 min

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Designing the Approach

44 min

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📝 Study Notes

KEY TAKEAWAYS — Planning and Design • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Planning and Design". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 5: Implementation and Execution

2 lessons · 117 min · 3 hours

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Executing Effectively

60 min

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Managing Delivery and Stakeholders

57 min

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📝 Study Notes

KEY TAKEAWAYS — Implementation and Execution • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Implementation and Execution". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 6: Measurement and Performance

2 lessons · 100 min · 3 hours

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▶

Metrics, KPIs and Dashboards

56 min

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Continuous Improvement

44 min

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📝 Study Notes

KEY TAKEAWAYS — Measurement and Performance • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Measurement and Performance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 7: Risk, Governance and Compliance

2 lessons · 100 min · 4 hours

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▶

Managing Risk and Compliance

42 min

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Governance and Accountability

58 min

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📝 Study Notes

KEY TAKEAWAYS — Risk, Governance and Compliance • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Risk, Governance and Compliance". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Module 8: Leadership, Culture and Sustainability

2 lessons · 112 min · 4 hours

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Leading People and Culture

57 min

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Sustaining Results Long-Term

55 min

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📝 Study Notes

KEY TAKEAWAYS — Leadership, Culture and Sustainability • Telephone and Email Etiquette requires both technical skill and sound judgement. • Always start from clear objectives and measurable outcomes. • Use data to drive decisions, not assumptions. • Assign clear ownership and accountability. • Embed lessons learned into systems and culture. • Account for the African operating context and local regulations.

✏️ Practical Exercise

Reflect on your own organisation. Identify one real challenge related to "Leadership, Culture and Sustainability". Using the frameworks from this module, outline (1) the objective, (2) two practical actions you would take this month, and (3) how you would measure success. Be specific and realistic for your context.

Who Should Attend

▸Managers and supervisors responsible for customer service
▸Professionals seeking to advance their careers in customer service
▸Team leaders and officers in the public and private sectors
▸Anyone transitioning into a customer service role
▸Consultants, advisors and practitioners in the field

No prior qualification is required. This course is delivered 100% online and is suitable for professionals across Kenya and the wider African region.

Learning Outcomes

By the end of this course, participants will be able to:

✓Optimise the core principles and frameworks of telephone and email etiquette
✓Build practical tools to real workplace challenges
✓Align and improve current practices in their organisation
✓Create and implement effective approaches with measurable outcomes
✓Evaluate customer service practice with organisational strategy
✓Manage risk, compliance and governance considerations

Quick Details

Duration29 hours

Modules8 modules

Lessons16 lessons

LevelAdvanced

PriceKES 25,000

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We offer group rates and in-house delivery for organisations.

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Telephone and Email Etiquette

What You Will Learn

Course Curriculum

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