The learner will identify active and passive voice and distinguish between the two.

Learners read about the strengths and weaknesses of this Web communication tool.

Multimedia Principles - Signaling. Explore how using voice and visual cues can help your learners focus, organize, and process your content.

Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.