You will hear five short recordings. For each recording, decide what way of resolving customer service complaints the speake

You will hear five short recordings.
For each recording, decide what way of resolving customer service complaints the speaker is recommending.
Write one letter(A-H)next to the number of the recording.
Do not use any letter more than once.
After you have listened once, replay the recordings.
You have 15 seconds to read the list A-H.
[pause]
Now listen, and decide what way of resolving customer service complaints the speaker is recommending.
[pause]
Thirteen
Woman: I always listen to what the customer says and ask for as many details as possible. And I try to establish whether the problem has to do with service or problems with the product offered. I make sure that I can reassure the client and I always do everything in my power to solve the situation and then try to find a solution while the customer is still on the line rather than promising to call back.
[pause]
Fourteen
Man: Personally, it is of great importance for me to be ready to offer a solution long before the client requests one. This will put the company in the winning position, as it will confer the image of being proactive and ready to please the customer. In most cases, I can offer a solution that will please the customer, even if the offer is less than what was originally expected.
[pause]
Fifteen
Woman: In my company, we have a policy in place. Based on that, I can make sure how far I can go to resolve customer service complaints. In some cases, the customer just needs an apology and an offer of help will suffice, while other problems will require a refund, a replacement product or some other kind of practical help.
[pause]
Sixteen
Man: Well, as for me, I try to establish a special department to resolve customer complaints. My way to deal with customer complaints effectively is to have experts in place to take care of the cause of the distress and to be able to deal with consumers directly. It can be carried out via phone, email or letters.
[pause]
Seventeen
Woman: My experience is that no matter what happens, I should always be polite. If a customer walks in to present a complaint, I always set time aside to listen. If a customer calls with a complaint, I try to set the tone of the call in order to be able to resolve the problem effectively. You know, a customer who calls with a complaint is usually upset and impatient, so I need to be patient and polite.
[pause]
Now listen to the recordings again.
[pause]