1. MAKE (a complaint / an apology / a query), When was the last time you made a complaint? What happened?, Do people in your country usually make complaints, or do they stay silent?, When should a company make an apology to customers?, Have you ever had to make an apology at work or school? Why?, What kind of queries do companies receive most?, Is it better when customers ask questions or complain directly?, 2. DEAL WITH (a complaint / a customer / a problem), How should a company deal with a complaint professionally?, What is the WORST way to deal with a complaint?, Is it difficult to deal with customers? Why?, What types of customers are the hardest to deal with?, How do good managers deal with problems?, Do you prefer to deal with problems immediately or later?, 3. HANDLE (a complaint / a customer / a problem), What skills do you need to handle a complaint well?, Who usually handles complaints in a company?, What does it mean to handle a difficult customer?, Have you ever seen someone handle a customer very well?, How do you personally handle stress or problems?, 4. OFFER (a refund / an apology / a solution), When should a company offer a refund?, Do you think customers sometimes expect refunds too easily?, Is it enough to offer an apology, or should companies do more?, 5. SATISFY (a need / a customer / a complaint), What does it mean to satisfy a customer today?, Is it possible to satisfy EVERY customer?.

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