Finds words and phrases in the text which mean.

1).take action in order to solve a problem ( to synonyms)= handle

2).showing your approval (idiom)=customers may start singing your praises

3). Willingness to give your time and energy to something (noun)=set up a complaints
handling system and train your staff to handle complains well

4). Useful qualities or advantages ( plural noun)= make it easier for customers to file a
complaint

5). Repeatedly purchasing good or services from on company , not changing for another
company(phrase)= costumers loyalty is one of the biggest assets has

6). Immediately (adverb)= Handled with sympathy and promptness

7). Not satisfied (adjective)= incorrect only a few customers will complain to yo most don`t

8). to your advantage= welcome customer complain and deal with complaints promptly

9). Make an official complaint (phrase) = consider a complaint one of the best opportunities
you have to show your commitment to creating another costumer.

LOOK AT THE FOLLOWING TYPICALREASONS FOR COMPLAINING IN BUSINES. MATCH THEM

TO THE POSSIBLE EXCUSES REASONS ON THE RIGHT.

1. Damage goods (f) a. a delay at the border

2. Goods nevers arrived(C) b. a lost invoice
3. A late delivery(a) c. a missing order
4. An overcharge(e) d. an accounting error
5. A overdue payment(d) e. bad handling
6. Lack of costumers service (b) f. business is short-staffed.

LISTEN AGAIN AND COMPLETE THE EXPRESSIONS FROM THE DIALOGUES.

1. Take charge of costumers may singing your praises

2. Set up a complaints handling system and train your staff to handle complaints well
3. Make it easier for customers to file a complaint
4. Costumers loyalty one of the biggest assets a business has
5. Handled with sympathy and prompt
6. Incorrect only a few customers will complaint t you most don’t
7. Welcome customer complaint one of the best opportunities you have to show
commitment to creating another customers