| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 16 | Engaging the customer: Leverage the Cognitive ability to problem solving |
MCCID | Logical flow of thoughts | VIEW | ATTEMPT | DOWNLOAD |
| Problem identification & solving | ||||||
| Structured approach | ||||||
| Mr Bean – Bad Customer Service — Schlechter Kundenservice | ||||||
| Seinfeld Bad Customer Service | ||||||
| Clear Concise Articulation & Interaction skills |