On 10 August 2026, the IT Customer Care Executive trainees (Batch 3) visited V2, Modipada, Sambalpur, an IT service centre, to gain practical exposure to customer care operations. The main objective of the visit was to connect classroom learning with real workplace practices and help trainees understand how IT-enabled customer service works in an actual work environment.

During the visit, the trainees learned about the customer query handling process. They observed how customer queries are received, recorded, and resolved through different channels such as phone calls, emails, and live chat. This helped them understand the importance of responding to customers accurately, politely, and on time.

The trainees learned how customer queries and service requests are recorded, tracked, and resolved using digital systems.

A demonstration on technical support helped the trainees understand how customer problems are identified and resolved, including through remote support. They learned that technical knowledge, problem-solving skills, and patience are important for providing effective customer service.

The importance of soft skills was also discussed. The trainees learned about professional communication, active listening, empathy, and maintaining a customer-friendly attitude. They understood that these skills are essential for building good relationships with customers.

Another important area covered during the visit was data privacy and security. The trainees learned about the importance of protecting customer information and maintaining confidentiality while handling customer-related data.

The trainees also interacted with experienced professionals and learned about workplace culture, career opportunities, and the skills required in the IT customer service sector. The interaction provided them with valuable practical knowledge and helped them understand industry expectations.

Overall, the Exposure Visit was a valuable and informative learning experience for the trainees. It helped them gain practical knowledge, improve their understanding of customer service operations, and build confidence about working in the IT-enabled customer care sector. The visit also helped them understand how the skills learned during their DB Tech training can be applied in a real workplace.