Course Outline
Module 1: Telephone Excellence

• Call opening and closing protocols

• Voice quality and projection

• Case study: Impact of phone etiquette on customer satisfaction

Module 2: Virtual Meeting Mastery

• Video call best practices

• Screen sharing professionalism

• Workshop: Set up and conduct virtual service calls

Module 3: Remote Rapport Building

• Verbal cues for connection

• Active listening without visual cues

• Role play: Building rapport on phone calls

Module 4: Technical Management

• Handling common technical issues

• Professional troubleshooting communication

• Group activity: Develop technical issue protocols

Module 5: Comprehensive Practice

• Full channel scenario practice

• Peer feedback and coaching

• Assessment: Handle calls and virtual meetings