Assignment Booklet: Programme Code: Ccss

ASSIGNMENT BOOKLET
CERTIFICATE PROGRAMME
IN
COMMUNICATION SKILLS FOR BPO, ITeS and
RELATED SECTORS
PROGRAMME CODE : CCSS
CENTRE FOR EXTENSION EDUCATION (CEE)

Indira Gandhi National Open University
New Delhi – 110 068.
2010
1
Instructions to the Learners / students
Dear Learner
This booklet contains your assignments which have to be completed

by yourself and have to be sent to your respective Study Centres for
Tutor Marked Evaluation. As you are aware that these assignments
are meant for continuous assessments which is a part of your
evaluation that carries 25% weightage. 75% weightage will be
given to your Term-end Examination. There is one assignment for
each course i.e. a total of six assignments all carry equal marks (25
marks each).
You are requested to follow the following instructions why

writing the assignments:
1. On top of the first page of your answer sheet, please write the
details exactly in the following format.
Enrollment No. :……………………………

Name : ……………………………………...
Address : ……………………………………
………………………………………………..
………………………………………………..
Course Code : …………………………

Course Title : ……………………………
Study Centre : ………………………….
Date : ………………
(Name & Code)
Please follow the above format strictly to facilitate evaluation and to

avoid delay.
2. Use foolscap size paper for writing your answer.

3. Leave 4cm margin on the top, bottom and left of your anser
sheet.
4. Clearly indicate question no. and part of the question being
solved while writing answers.
5. Assignments have to be sent to the coordinator of your
Study Centre.
6. We strongly suggest that you should retain a copy of
your assignment responses.
7. You are expected to complete all your assignments
before writing the final Term-end Examination.
Wishing you good luck.
2
CERTIFICATE IN COMMUNICATION SKILLS
For BPO, ITeS and Related Sectors
(CCSS)
Assignments
All assignments (1-6) carry equal marks (25)
Total Marks (6x25 = 150 marks)
Assignment-1
_________________________________________________________
COURSE CODE –BCSSI-001
UNDERSTANDING BPO, ITeS & RELATED SECTOR
_________________________________________________________
1. What is the role of Customer Service in the Banking
and Insurance Sectors? List them in not more than
200 words
2. Write a note on the importance of the training

function mentioning the various kinds of training in
around 200 words.
Assignment- 2
_________________________________________________________
COURSE CODE – BCSSI-002
LANGUAGE PROFICIENCY
_________________________________________________________
1. You work for a non-voice call center that represents a
telecom service provider in the UK. One of their
customers (Chris Baker) writes an email sharing his
upset with your response time of change in rate plan
that made him loose 30 pounds that month. Compose
an email to that customer with an appropriate
response.
2. Reading Comprehension Activity:
 Our Heritage: American!
Our heritage: American!

A treasure we all share,
Our family trees have brought us here,
From almost everywhere.
3
A family of all,
A blend of cultures forming one,
United, standing tall.

Our history is strong,
Progressing through adversity,
Creating rights from wrong.

A land of liberty,
Respecting differences that glow,
And true equality.

We’re leading near and far,
Advancing justice in the world,
And proud of who we are.
Answer the following Questions:
1. “Our family trees have brought us here,

From almost everywhere.” What do these lines mean?
a. Many Americans have been farmers.

b. Americans’ ancestors have come here from all over the
world.
c. Boats used by earlier settlers were made of wood.
d. You should take good care of any trees that are on your
property.
2. “A blend of cultures forming one.” What do these words

mean?
a. Americans know how to walk in a single line.

b. Cultures can be confusing.
c. It might be possible for us to choose the one ideal
culture for everyone to look to as an example.
d. The American way of life has been enriched by ideas
and traditions from many lands.
3. “Creating rights from wrong.” These words do NOT refer

to this.
a. Americans won a war for independence.
4
b. The Constitution guaranteed citizens the right to
express their opinions.
c. The rule was established that the President of the
United States must be at least thirty-five years old.
d. Slavery was abolished after the Civil War.
e. Women gained the right to vote.
4. What does the author mean by “true equality”?
a. Our laws say that every human is born to have the

same rights.
b. All Americans must think and act alike.
c. Math is an important subject for all students.
d. People who are cuter should have more rights than
others.
Assignment- 3
________________________________________________________
BUSINESS COMMUNICATION
_________________________________________________________
1. Create an effective presentation with appropriate flow
and structure, using a MS-Powerpoint (Maximum 10
slides) on any one of the following topics:
 Career options in BPO Industry
(or)
 Preparing for an interview
2. Using the call flow chart with global telephone

etiquette, draft a customer service scenario where a
customer calls you from the USA asking for a solution
on his/her credit card transaction.
Assignment- 4
_________________________________________________________
5
CULTURAL SENSITIZATION
_________________________________________________________
1. Draw up a table and make a comparative study of the
core values of the 3 nations of America, Britain and
India.
2. What have you understood about cultural diversity?

Explain this in the context of current global situation.
Assignment- 5
_________________________________________________________
CUSTOMER RELATIONSHIP MANAGEMENT
_________________________________________________________
1. Define Customer Service Vs Customer Delight. In
your experience and own words, write a customer
service story, where, it’s that kind of unexpected
customer service that makes a significant difference
and positive impact.
2. List any 5 common myths of listening with

appropriate listening process that can best help rule
them out.
Assignment- 6
_________________________________________________________
POSITIVE INCREMENTALS
_________________________________________________________
1. List any 3 life skills required for the corporate world

and a write the critical elements of each of them
2. Give an example of a problem scenario and apply the

7- step problem solving cycle to resolve it.
Xxx xxx xxx

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ASSIGNMENT BOOKLET

PROGRAMME CODE : CCSS

CENTRE FOR EXTENSION EDUCATION (CEE)

This booklet contains your assignments which have to be completed

You are requested to follow the following instructions why

Enrollment No. :……………………………

Course Code : …………………………

Please follow the above format strictly to facilitate evaluation and to

2. Use foolscap size paper for writing your answer.

Wishing you good luck.

2. Write a note on the importance of the training

2. Reading Comprehension Activity:

 Our Heritage: American!

Our heritage: American!

Our heritage: American!

Our heritage: American!

Our heritage: American!

Answer the following Questions:

1. “Our family trees have brought us here,

a. Many Americans have been farmers.

2. “A blend of cultures forming one.” What do these words

a. Americans know how to walk in a single line.

3. “Creating rights from wrong.” These words do NOT refer

a. Americans won a war for independence.

4. What does the author mean by “true equality”?

a. Our laws say that every human is born to have the

2. Using the call flow chart with global telephone

2. What have you understood about cultural diversity?

2. List any 5 common myths of listening with

1. List any 3 life skills required for the corporate world

2. Give an example of a problem scenario and apply the

Xxx xxx xxx

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