1) Sorry to bother you but... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 2) I'm affraid there's a slight problem with... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 3) Excuse me but there is a problem about... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 4) I'm sorry to say this but... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 5) I'm really sorry about that a) Complaint b) Positive Response c) Negative Response d) Offer Solution 6) I do apologize for that a) Complaint b) Positive Response c) Negative Response d) Offer Solution 7) Accept my apologies a) Complaint b) Positive Response c) Negative Response d) Offer Solution 8) Don't worry about that, I will... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 9) Sorry, there's nothing we can do about it a) Complaint b) Positive Response c) Negative Response d) Offer Solution 10) I'm affraid there isn't much we can do about it a) Complaint b) Positive Response c) Negative Response d) Offer Solution 11) It's none of your business a) Complaint b) Positive Response c) Negative Response d) Offer Solution 12) I don't care a) Complaint b) Positive Response c) Negative Response d) Offer Solution 13) Please accept a compensation a) Complaint b) Positive Response c) Negative Response d) Offer Solution 14) We can replace your product a) Complaint b) Positive Response c) Negative Response d) Offer Solution 15) We could give you a gift card a) Complaint b) Positive Response c) Negative Response d) Offer Solution 16) We can offer a partial refund a) Complaint b) Positive Response c) Negative Response d) Offer Solution

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