超星 - Reply to Complain

多选题

Whatwouldyousayifyoudon’tunderstandandgetthefacts?

A.Didyouorderthis?
B.MayIknowwhatyouordered, madam?
C.TheratesareintheWelcomeBooklet.
D.Didweinformyouaboutthisrate, sir?

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Whatwouldyousaytoaguestwhohasbeenupset?

A.I’msosorryyouhavebeentroubled.
B.I’msorrytohavekeptyouwaiting.
C.Don’tworryaboutit.
D.Leaveittome.

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Shouldyoublamesomeoneelsewhenaguestcomplains?Whatwordsareappropriate?

A.Oh,itismostunusualforthatwaitresstobesocareless.
B.I’msosorry; itmusthavebeenamistakeinthebill.
C.It’snotmyfault.
D.Ididn’thandlethis.

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Wouldyougiveexcuseswhenansweringtheguest’scomplaint?Whatcommentsare appropriate?

A.Thankyouforpointingoutthisproblem.
B.Iwillinvestigateimmediately.
C.Iwilltellthemanagerwhyyouhavenothadourusualgoodservice.
D.Wearelookingforwardtoseeingyou.

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We do apologize for?

A．my falts
B．the damage
C．the inconvenience
D．any mistakes

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