1.Communication Fundamentals

• Greeting customers politely
• Active Listening
• Responding precisely

2.Language Skills

• Phrases for common scenarios
• Sentence structures
• Giving a flow to your talk

3.Speaking Skills

• Correct pronunciation
• Voice modulation and intonation
• Telephone etiquette

4.Interpersonal skills

• Understanding customer perspectives
• Adapting to different customers
• Building rapport and trust

5.Dealing with Challenging Customers

• Handling difficult or angry customers calmly
• Positive language and empathy

6.Problem-Solving Skills

• Understanding problems clearly
• Providing solutions helpfully

7.Email Communication

• Writing well-structured emails
  
• Responding to emails promptly
  

8.Front Desk Interactions

• Welcoming customers respectfully
  
• Providing guidance accurately
  

9.Mock Scenarios

• Practicing skills through role-plays
  
• Getting immediate feedback