1. My best friend Komal is my best friend. ShPPP is very beautiful. She is very inteligent. Her voice is very sweet and smooth. I like .my best friend

2. The Cookie Thief A woman was waiting at an airport. she has long hours before her flight. She hunted for a book in the airport shops. Bought a bag of cookies and found a place to drop.

3. Shortcuts to Rapport Building Listen well and ask relevant question. Try and speak the same language as your customer. Use words like ‘we’, ‘our’, ‘us’. Keep a ‘YOU’ focus – get the customer to talk about himself.

4. Avoid saying I don’t know. That’s not my job. Call me back. That’s not my fault. No. You’ll have to…

5. Do say I will find out . I can do is… I will call you back. This is who can help you… Let’s see what I can do.

6. Phrases that diffuse emotions May I explain… It seems that… I’ll be happy to… have you any suggestions..

7. Teacher’s name Nisha ma’m Poonam ma’m Sunjay sir Anita ma’m Sunita ma’m

8. Maintaining Composure Remain calm and in control. Use customer friendly phrases. Maintain a calm voice and tone. Take control of your own self. Take a deep breath and step back or pause.

9. Girl’s name PAVITRA REKHA PRACHI KOMAL PINKI DEEPA LALITA.

10. THANKS TO ALL OF YOU