Gypsy I teach phone skills
and I have written the course materials
Happy to pass on to you for distribution.
:)
One thing I do is get each student to ring three businesses in Qatar and grade the phone service....
Everywhere from 5 star hotels to banks to supermarkets... its all awful.

Big problem here
a) crappy wages
b) no training

Result
a) customer suffers but is still paying high prices