| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 17 | The next level of multi channel customer interaction – Customer engagement and emotional awareness | MCCI | Putting yourself in customer shoes, Gauging Customer Needs | VIEW | ATTEMPT | DOWNLOAD |
| Listen to Sample call Topic 1 – Customer Engagement Call Fundamentals What is Customer Engagement Call listening and discussion Topic 2 – Emotional Awareness What is Emotional Awareness Know yourself Know your customer – personality attributes people come with and how to handle them Call listening and Discussion Self-Reflection- Case Study |