| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 14 | Customer interaction using Chat – Understanding the Chat process flow, engaging conversations | MCCI | Chat Training on – Chat openning – Effective problem of Customer Query -Customer resolution on chat – Questioning: Effective Questioning/ gain Clarification – Closing of Chat |
VIEW | ATTEMPT | DOWNLOAD |
| Mock Chats | Chat Scenarios: Focus on Customer Experience and first time resolution | |||||
| Observing and discussing Punctuation mistakes in Chat Scenarios |