Help On Chat Process ( Product & Soft Skills )

Hello,
I am trainer by profile and i have to train agents on CHAT PROCESS. Please can anybody assist me and provide Training Manual for Soft Skills ....
Regards,
Anurag Sharma
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You need to write a manual and training course based on the skills needed by the specific organisation you are working for.
Training is not a one size fits all situation. Every organisation is different, and has different requirements, ways of working, operations etc.
Do your Training Needs Assessment, and then write the course accordingly, to address the needs of your organisation.