1

Trainer Introduction

2

Lesson1 – Introduction

3

Lesson 2 – Grooming

4

Lesson 3 – Communication Skills

5

Lesson 4.1 – Active Listening and Speaking Skills

6

Lesson 4.2 – Active Listening and Speaking Skills

7

Lesson 5 – Telephone Etiquette

8

Lesson 6 – Summary

9

FINAL QUIZ

6 questions