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Video Conferencing, Telephone & Email Etiquette Mastery Workshop


The Business ‘Essential Services’!

Customer experience is the final battleground on which all brands must compete on today. Customers expect immediate, personalised, and convenient experiences, and only those organisations prepared to satisfy these expectations will be positioned for success. Delivering a valued experience therefore can drive customer growth, profitability and loyalty.

The current unprecedented health crisis has brought great disruption to the way we conduct business. The pandemic has resulted in early and widespread adoption of remote working everywhere. And many business activities are now taking place online. One of the major challenges that has arose from this situation is managing gaps in communication. Real-time person-to-person communication has changed into a heavy reliance on telephones, emails, messaging platforms and online conferences.

These tools can help you connect with people at your workplace and carry out business as usual. But switching to online means of communication takes some work. It’s easy to get frustrated when people aren’t on the same page. This webinar will equip participants with skills to consistently provide exceptional customer experience across video conferencing, telephone and email platforms.

Webinar Objectives

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

  • Understand and deliver great customer experience to continuously meet service challenges and instil a customer-centric culture
  • Communicate effectively and clearly
  • Understand common etiquette practices in email, telephone and teleconferencing platforms
  • Develop an extra edge to establishes trust and credibility
  • Develop an action plan to improve personal professionalism

Who Should Attend

This course is designed for staff at all levels in the organization to improve their telephone, email & video conferencing skills

Course Outline

Creating Distinctive Customer Experience

  • Making the initial connection with the customer – right attitude
  • Presenting a positive first impression
  • Role of non-verbal communication
  • Exceeding customer expectations


Unpacking Telephone Communication

  • The good the bad the ugly
  • The message
  • Conversation directions and clarity
  • Keep call on track
  • Taking ‘difficult’ calls
  • Personalise calls for customer types


The Email Etiquette

  • Using Email when a different communication channel is more appropriate
  • The structure of the email
  • The Rule of Thumb: Subject Lines, 1-page view only, Average of 15 words per sentence, 2 – 3 lines per paragraph
  • Grammar and spelling errors
  • Asking open-ended questions
  • Using TXT speak
  • Managing email overload controlling your inbox clutter


Video Conference Calls Etiquette

  • Can you hear me now?
  • Preparation: Location, Clothing, Lighting, Backdrop, Audio Setup
  • Set ground rules
  • Communicate with virtual reality in mind
  • Get everyone involved

Webinar Details

Date: 10th September, 2020
Venue: Virtual – Zoom Meeting
Investment: KSH 2,500 / USD 25 pp (VAT Exclusive)
Time: 9am – 3.30pm