On November 7, 2025, the IT–Customer Care Executive trainees (Batch 4) visited V2, Modipada, Sambalpur — a reputed IT service center known for its modern customer support operations.

The visit aimed to connect classroom learning with real workplace practices and to give trainees a better understanding of how IT-enabled customer care works in real life.

During the visit, trainees learned about the Customer Query Handling Process, observing how customer queries are received, recorded, and resolved through multiple channels such as phone calls, emails, and live chat. This helped them understand the speed and accuracy required to handle different types of customer needs effectively.

One of the main highlights was learning about Ticketing Systems such as CRM and ITSM platforms, which help track, prioritize, and manage service requests. Trainees saw how these systems make customer service more efficient and reliable, while also improving teamwork and timely resolutions.

The Technical Support demonstration was another key part of the visit, where trainees watched experts solve real customer problems — sometimes remotely. This showed the importance of both technical knowledge and problem-solving skills in today’s digital customer service industry.

The trainees also learned about the importance of Soft Skills like professional communication, active listening, empathy, and a customer-first attitude. These skills, combined with technical expertise, help deliver excellent customer experiences.

Another important session focused on Data Privacy and Security, which helped trainees understand their responsibility in protecting customer information and maintaining confidentiality.

Throughout the visit, trainees interacted with experienced professionals, discussing workplace culture, career growth opportunities, and the skills required in the customer service field. These conversations gave them valuable real-world insights beyond their classroom learning.

Overall, the Exposure Visit was an enriching and inspiring experience. It helped trainees gain confidence, understand industry expectations, and see how their training at DB Tech connects directly to real-world careers in IT-enabled customer care.