Answer the following questions. Be ready to discuss your answers.
What is this reading text about?
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Customer complaints
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Why do staff need to follow the five-step process listed in the text when handling customer complaints?
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What do customers expect when they make a complaint?
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Give an example from the text of a closed posture.
Answer: crossed arms/crossing your arms
According to this text, the most important thing when handling complaints is
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Reassuring statements can
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Why does CDN Malls have a complaints database?
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Why is it important to summarize the customer’s complaint?
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