1. One of your customers has just said to you, “The service here is terrible.” You should say:
a. “What is it about the service that you have not liked?”
b. “Would you like to fill out a complaint form? I can get one for you.”
c. “I realize our service is poor today. We are understaffed, so I apologize.”
d. “I am really sorry to hear you say that, but we are trying as hard as we can.”
Answer:
a. “What is it about the service that you have not liked?”