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Module 2: Expectation’s as customers Module 3: what customer want & Service Recovery?? Module 4: What customers don’t want to listen?? Module 5: Communication skill Inventory Module 6: Listening Exercise Module 7: Spoken communication Module 8: Telephone skills refresher Module 09: Group Exercise Module 10: Dealing with Upset Customer (verbal & Video Related) Module 11: Resolving Problems Module 12: Cases (verbal & Video Related)