Michael and Laura discuss how to handle customer complaints. The system is down, and users are upset. They plan how to respond calmly and clearly.
Vocabulary:
Complaint: A statement that something is wrong or not satisfactory
Outage: A period when a system is not working
Apologize: To say sorry for a mistake or problem
Compensation: Something given to make up for a loss or problem
Communication: The act of sharing information clearly
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