Robert is a waiter who receives negative feedback from a customer. He talks to Emily, the manager, about the problem. They discuss how to fix the situation and help the customer.
Vocabulary:
Apologize: to say sorry for a mistake
Compensation: something given to make up for a problem
Feedback: information about how good or bad something is
Customer: a person who buys goods or services
Experience: the way someone feels about something that happened
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