Emily, a brand manager, talks to Mark about a recent service failure. They discuss how to handle customer complaints. Emily wants to find the best way to solve the problem.
Vocabulary:
Complaint: A statement that something is wrong or not satisfactory.
Apologize: To say sorry for a mistake or problem.
Compensation: Something given to make up for a loss or problem.
Follow-up: An action to check or continue after an earlier event.
Trust: Belief in the honesty or reliability of someone or something.
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