Business Upper Intermediate writing 5 4

Decide which of the following is good advice when responding to a complaint.Drag the 'yes' or 'no' to the blank spaces. a) Explain how the trouble occurred. ________ b) Express sincere regret. ________ c) Blame the customer. ________ d) Tell the customer they are the only person who complained. ________ e) Explain what you intend to do to rectify the situation. ________ f) Make promises you can’t keep. ________ g) Trivialize the complaint – this is no big deal. ________ h) Offer a goodwill gesture. ________ i) Promise to get to the bottom of the problem. ________

yes

no

yes

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yes

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yes

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yes

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yes

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yes

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a, b, e, h and i are all good pieces of advice.