Manju

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Manju

  1. 1. My best friend<br />Komal is my best friend.<br />ShPPP is very beautiful. <br />She is very inteligent.<br />Her voice is very sweet and smooth.<br />I like .my best friend<br />
  2. 2. The Cookie Thief<br />A woman was waiting at an airport.<br />she has long hours before her flight.<br />She hunted for a book in the airport shops.<br />Bought a bag of cookies and found a place to drop.<br />
  3. 3. Shortcuts to Rapport Building<br />Listen well and ask relevant question.<br />Try and speak the same language as your customer.<br />Use words like ‘we’, ‘our’, ‘us’.<br />Keep a ‘YOU’ focus – get the customer to talk about himself.<br />
  4. 4. Avoid saying<br />I don’t know.<br />That’s not my job.<br />Call me back.<br />That’s not my fault.<br />No.<br />You’ll have to…<br />
  5. 5. Do say<br />I will find out .<br />I can do is…<br />I will call you back.<br />This is who can help you…<br />Let’s see what I can do.<br />
  6. 6. Phrases that diffuse emotions<br />May I explain…<br />It seems that…<br />I’ll be happy to…<br />have you any suggestions..<br />
  7. 7. Teacher’s name<br />Nisha ma’m<br />Poonam ma’m<br />Sunjay sir<br />Anita ma’m<br />Sunita ma’m<br />
  8. 8. Maintaining Composure<br />Remain calm and in control.<br />Use customer friendly phrases.<br />Maintain a calm voice and tone.<br />Take control of your own self.<br />Take a deep breath and step back or pause.<br />
  9. 9. Girl’s name<br /> PAVITRA<br /> REKHA<br /> PRACHI<br /> KOMAL<br /> PINKI<br /> DEEPA<br /> LALITA.<br />
  10. 10. THANKS<br />TO ALL OF YOU<br />

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