This customer has called five times today about the same issue - honestly, he's becoming ______., a pain in the neck, smooth sailing, When the customer started threatening me, that was ____ - I had to call security., putting myself in her shoes, the last straw, Before we offer a refund, we need to ______ of what went wrong with your payment., get to the bottom, give you a hard time, The client was upset, so I _____ by arranging an express delivery at no extra charge., made a scene, went the extra mile, We asked her politely to calm down, but she continued _______ in front of other customers., making a scene, smooth sailing, He was _____ over a minor issue, but I knew staying patient would eventually calm him down., sailing smooth, giving me a hard time, Apologising quickly helped, but blaming the customer would have only _____., went the extra mile, added fuel to the fire, Once we sorted out the system glitch, it was _____ for the rest of the day., smooth sailing, giving us a hard time, The customer was shouting, but I told myself to _____ and handle the situation calmly., make a scene, pull myself together, He was rude at first, but when I ______ I realised he had a valid reason to be upset., went the extra mile, put myself in his shoes.

20 | practice

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