| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 24 | Handling difficult conversations & Escalation management | MCCI | Listen to calls & Discuss • Introduction to handling difficult conversations • Meaning & Hierarchy of escalations • BLAST model (Believe, Listen, Apologize, Satisfy, Thank) • Identify and control emotional reaction • Seamless call forwarding/manager escalation |
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