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  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 / studentsDear Learner  This booklet contains your assignments which have to be completedby yourself and have to be sent to your respective Study Centres for Tutor Marked Evaluation. As you are aware that these assignmentsare meant for continuous assessments which is a part of yourevaluation that carries 25% weightage. 75% weightage will begiven to your Term-end Examination. There is one assignment foreach course i.e. a total of six assignments all carry equal marks (25marks each).  You are requested to follow the following instructions whywriting the assignments : 1.On top of the rst 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 toavoid delay.2.Use foolscap size paper for writing your answer.3.Leave 4cm margin on the top, bottom and left of your ansersheet.4.Clearly indicate question no. and part of the question beingsolved 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 nal Term-end Examination .Wishing you good luck. 2  CERTIFICATE IN COMMUNICATION SKILLSFor 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-001UNDERSTANDING 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 trainingfunction mentioning the various kinds of training inaround 200 words.Assignment- 2  _________________________________________________________  COURSE CODE – BCSSI-002LANGUAGE PROFICIENCY   _________________________________________________________ 1.You work for a non-voice call center that represents atelecom service provider in the UK. One of theircustomers (Chris Baker) writes an email sharing hisupset with your response time of change in rate planthat made him loose 30 pounds that month. Composean email to that customer with an appropriateresponse. 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  Our heritage: American! A family of all, A blend of cultures forming one,United, standing tall.Our heritage: American!Our history is strong,Progressing through adversity,Creating rights from wrong.Our heritage: American! A land of liberty,Respecting dierences that glow, And true equality.Our heritage: American!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 theworld.c. Boats used by earlier settlers were made of wood.d. You should take good care of any trees that are on yourproperty.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 idealculture for everyone to look to as an example.d. The American way of life has been enriched by ideasand traditions from many lands.3. “Creating rights from wrong.” These words do NOT referto this.a. Americans won a war for independence. 4
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