| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 5 | Customer interaction using Voice – Getting into Real time interaction and Facilitating engaging conversations | MCCI | Understanding the Call Fundamentals – Greeting: Appropriate greeting with dept Name, Sounding genuine and positive during greeting – Engagement: Tailor your style including Pace/Tone and Pitch, Showing genuine Interest – Listening: Recognise and acknowledge the customers cues, retain the information provided – Questioning: Effective Questioning/ gain Clarification – Confirm understanding: paraphrase to remove uncertinity – Respond: Providing correct information – Wrap up: Summarise the call |
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