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A misunderstanding caused by unclear communication: M_____________
Miscommunication
To stay calm and professional, especially in a stressful situation: M_________ p_________
maintain professionalism
A special free offer given to make up for a problem: O______ C_________
offer compensation
Something a customer says when they are unhappy: C_____________
complaint
To solve or fix a problem: R_____________
resolve
A disagreement or problem between people: C___________
Conflict
Free, no cost: C___________________
complimentary
To talk about the problem directly: A________ t__ c_________
Address the concern
To calm down a tense situation: D_________ t___ s________________
diffuse the situation
To check later and make sure everything is okay: F_________
follow-up
to _______________ professionalism, I will speak calmly and politely to the customer
interrupt
maintain
ignore
damage
we would like to _________________ in the form of a free bottle of wine
charge a fee
cancel your visit
ask for payment
offer compensation
Thank you for your patience while we ____________ the problem
discuss
ignore
increase
resolve
We can _______________ another option if this wine is not to your taste
finish
drink
refuse
offer
Allow me to _____________ and make sure the staff is properly informed
avoid
argue
follow-up
complain
I will personally _____________ with you later to ensure everything is okay
forget
repeat
follow-up
interrupt
