Vocabulary 2

Dealing with complaints

Match the steps 1-5 from the LEARN routine with the explanations a-e
(c) 1 LISTEN a Show that you understand how the customer is feeling.
(a) 2 EMPATHISE b Tell management about the problem
(e) 3 APOLOGISE c Don´t interruot when the customer explains the problem
(d) 4 REACT d Promise to do someting
(b) 5 NOTIFI e Say "sorry"

Vocabulary 3
Synonyms

Choose the word or phrase that has a similar meaning to the ones in italics
1. It´s significant problem and a lot of people are complaining about it.
a minor b typical c important
2. Our busines is suffering a result of poor service
a doing badly b recovering c failing
3. If the service is poor, the company will reimburse you
a ask you for money b recover the money c refund your money
4. The hotel has a good reputation
a has had a good report b is know to be very good c is very expensive