| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 22 | Building customer confidence with right expressions and conversations | MCCI | Expressing Importance Expressing Indifference Expressing Satisfaction & Dissatisfaction |
VIEW | ATTEMPT | DOWNLOAD |
| Assuring /Confirming and Agreeing Assuring, Confirming & Agreeing Providing Explainations – 1 Hour |
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| Making Suggestions Explanation of Clarifying – 1 Hour |
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| Empathy Showing Concern Apologizing Expressing Symphathy |