4．A simple “thank you” is one way to let the customer know you appreciate the time and effort they've taken to inform you about a problem with your company's service or product that you need to know about.

　　5．Create a procedure for recording different types of customer complaints.__5__

　　A．Listen to your customer's complaints and you can improve your service.

　　B．There will be times when you'll be unable to resolve the issue immediately.

　　C．When receiving a complaint, you should apologize for the failure the customer has identified.

　　D．They are a valuable source of information to determine various root causes that need to be addressed within your company.

　　E．So it's important to learn to deal with customer complaints efficiently.

　　F．Don't feel ashamed of the failure in your service or products

　　G．You should also show your customer that you do understand him by giving full attention.

　　答案：1～5　EGCBD

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