▲ You should listen actively to what the customer has to say by maintaining comfortable eye contact. __37__.

　　▲ __38__.It’s important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you’ve accepted the responsibility and provide him with choices or assure the customer you’ll do something about his complaint.

　　▲ Talk with the client and discover the best means to resolve his problem. __39__In this case it’s important to let your customer know an estimation(估计) of how long it will take to take action on his complaint.

　　▲ 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.

　　▲ Create a procedure for recording different types of customer complaints. __40__.

　　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.

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