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15
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19. Is "demanding" positive or negative in customer service?
Usually negative (e.g., a demanding client).
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8. What is the verb form of assistance?
To assist.
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3. Complete the collocation: "______ boarding" (when passengers get on the plane early).
Priority boarding.
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12. What’s the opposite of confident in a work setting?
Insecure/anxious.
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13. When might a passenger receive "VIP treatment"?
When flying first class or as a loyalty program member.
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5. What is the noun form of apologise?
Apology.
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heart
Other team wins 25 points!
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rocket
Go to first place!
Okay!
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gift
Win 15 points!
Okay!
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banana
Go to last place!
Oops!
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17. Complete the phrase: "to ______ a complaint" (formal action).
To lodge/file a complaint.
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18. What preposition follows specialised (e.g., "She specialised ______ law")?
In.
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heart
Other team wins 25 points!
Oops!
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gift
Win 20 points!
Okay!
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gift
Win 5 points!
Okay!
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banana
Go to last place!
Oops!
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trap
No points!
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star
Double points!
Okay!
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rocket
Go to first place!
Okay!
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baam
Lose 10 points!
Oops!
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baam
Lose 20 points!
Oops!
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magnet
Take 15 points!
Okay!
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gift
Win 20 points!
Okay!
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banana
Go to last place!
Oops!
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4. What verb often pairs with "complaint"?
To file/make a complaint.
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15. Give an example of "personal attention" in a restaurant.
The chef customizing a dish for a guest’s dietary needs.
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14. Why might someone "depend on" good customer service?
To resolve issues quickly and maintain trust.
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11. Replace general with a synonym in this sentence: "This is a general rule."
This is a common/universal rule.
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