Page 318 - Cam General 15-16-17-18-19

Reading

Questions 23-27

Complete the table below.

Choose ONE WORD ONLY from the text for each answer.

Write your answers in boxes 23-27 on your answer sheet.

Strategies for dealing with cust。mer c。mplaints
Strategy y。ur appr。ach The cust。mer ...
Stay calm . Remember it is not a direct . usually had
attack on you. 24 ..... … …·…… ..... that
. Do not t叩 to were not fulfilled.
23 ·······…··
the argument.
Listen well . Use short phrases in reply. . cannot recognise a
25 ……… … ……….... until
calm.
Get the facts . Ask questions and begin a . will start to trust you.
proper conversation.
Suggest action . Be sure of your company’s . may well make a verbal
26 ..........….............................. on 27 ...............
complaints. in future.

• E 叫 Jι qu