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My brother Donald didn¡¯t do well in math. When the day of the exam comes, Donald sat next to Brian, which was always good at math. Donald careful copied Brian¡¯s answers. At end of the exam, the teacher collected the papers and graded it. Then she decided to give a prize to the student who got the high grade. But it was a bit of difficult for her to make a decision, because Donald and Brian got the same grade. The teacher thought about that and made on her mind to give the prize to Brian. Donald said it was unfair. ¡°That¡¯s true,¡± the teacher said. ¡°Therefore, Brian¡¯s answer to Question 18 was ¡®I don¡¯t know¡¯. Your was ¡®Neither do I¡¯.¡±

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¡¾ÌâÄ¿¡¿No matter what type of business you run, it has to deal with things that go wrong from your customer¡¯s point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements. ¡¾1¡¿

1.You should listen actively to what the customer has to say by maintaining comfortable eye contact. ¡¾2¡¿

2. ¡¾3¡¿ It¡¯s important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you¡¯ve accepted the responsibility and provide him with choices or you¡¯ll do something about his complaint.

3.Talk with the client and discover the best means to resolve his problem. ¡¾4¡¿ In this case it¡¯s important to let your customer know an estimation(¹À¼Æ)of how long it will take to take action on his complaint.

4.A simple ¡°thank you¡± is one way to let the customer know you appreciate the time and effort they¡¯ve taken to inform you about a problem with your company¡¯s service or product that you need to know about.

5.Create a procedure for recording different types of customer complaints. ¡¾5¡¿

A. They are a valuable source of information to determine various root causes that need to be addressed within your company.

B. You should also show your customer that you do understand him by giving full attention.

C. When you have received a complaint, you should apologize for the failure the customer has identified.

D. Listen to your customer¡¯s complaints and you can improve your service.

E. So it¡¯s important to learn to deal with customer complaints efficiently.

F. Don¡¯t feel ashamed of the failure in your service or products.

G. There will be times when you¡¯ll be unable to resolve the issue immediately.

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