1) There appears to be something wrong with... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 2) I'm afraid I've got a complaint about... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 3) Look, I'm sorry to trouble you, but.... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 4) I wonder if you could help me... a) Complaint b) Positive Response c) Negative Response d) Offer Solution 5) I'm sorry, we promise never to do the same mistake again. a) Complaint b) Positive Response c) Negative Response d) Offer Solution 6) I'm so sorry, but this will never occur / happen again. I can't tell you how sorry I am a) Complaint b) Positive Response c) Negative Response d) Offer Solution 7) I'm really sorry; we'll do our utmost/best not to do the same mistake again. a) Complaint b) Positive Response c) Negative Response d) Offer Solution 8) I wish it never happened a) Complaint b) Positive Response c) Negative Response d) Offer Solution 9) I don't care a) Complaint b) Positive Response c) Negative Response d) Offer Solution 10) Sorry, there's nothing we can do about it. a) Complaint b) Positive Response c) Negative Response d) Offer Solution 11) I'm afraid there isn't much we can do about it. a) Complaint b) Positive Response c) Negative Response d) Offer Solution 12) I'm afraid there isn't much we can do about it. a) Complaint b) Positive Response c) Negative Response d) Offer Solution 13) We can replace your product. a) Complaint b) Positive Response c) Negative Response d) Offer Solution 14) We could give you a gift card a) Complaint b) Positive Response c) Negative Response d) Offer Solution 15) We can offer a partial refund a) Complaint b) Positive Response c) Negative Response d) Offer Solution 16) Please accept compensation a) Complaint b) Positive Response c) Negative Response d) Offer Solution

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