Course Outline
Module 1: Elements of Non-Verbal Communication

• Body language basics

• Tone and vocal variety

• Case study: How non-verbal cues affected customer satisfaction scores

Module 2: Aligning Verbal and Non-Verbal Messages

• Ensuring message consistency

• Detecting mixed signals

• Workshop: Video analysis of customer interactions

Module 3: Virtual Service Etiquette

• Video call best practices

• Screen sharing professionalism

• Role play: Conducting a virtual service call

Module 4: In-Person Service Excellence

• Professional presence

• Cultural considerations

• Group activity: Cultural sensitivity practice

Module 5: Comprehensive Practice

• Full scenario simulations

• Peer feedback and coaching

• Final assessment: Virtual and in-person role plays