| Session | Module | Domain | Description | E-Learning | Assessment | Handouts |
| 9 | The common trait for multi channel customer interaction – becomnig a good communicator; Mock Calls | MCCI | Introduction to Business Communication, Do’s and Don’ts | Cycle of Communication ( Sender – Receiver) |
VIEW | ATTEMPT | DOWNLOAD |
| Customer Service 101 – Parameters that measure service excellence | ||||||
| Effective Telephone and Chat Etiquettes, dos & Dont’s, Call/ Chat hold and transfer procedures | ||||||
| Importance of Communication & Customer service in Voice & Non Voice Process | ||||||
| Mock calls using various case scenarios |