Avoid the Regency Hotel. They have a reputation for -charging people far too much-

Not only did they refuse to admit that the video I had bought wasn't working properly, but they also refused to give me a replacement. That was -the last in a series of unpleasant events-

I wanted a refund and they kept offering me a replacement. We were obviously -misunderstanding each other-

Some companies don’t really care about career development, they just ___ ___ _______ to it.

____ __ ____ is one of the best ways of getting business.

I intended to tell the manager a lot of customers had complained, but she was in a hurry and  -I completely forgot-

I'd rather explain ____ __ ____, not on the phone.

Pilots have reacted in the right way by once again -making a special extra effort- to solve problems and extend their working duties to maximum legal limits in order to minimise the suffering of customers.

When we are sure we are to blame for a problem, our policy is never to -avoid responsibility-

It is not enough just to compensate customers when their complaints are justified. We have to -find the real cause of the problem- to make sure it doesn't happen again.