【单选题】

The phone rings at work. You pick it up and the caller (1) into a complaint: "I asked for a catalogue three weeks ago and I still don’t have it! What kind of (2) are you running, anyway "

Don’t (3) explaining that half the staff is out with (4) flu. Well- intentioned though they may be, such explanations usually add to the complainer’s (5) because they come across as excuses. (6) the complainer has a (7) gripe, avoid belaboring what went wrong. (8) , agree, apologize and then move on to what can be done about it. Simply (9) : "You’re right. I’m sorry you haven’t received it yet. If I can have your name and address again, I’ll (10) put it in the mail to you today."
I recently (11) this approach firsthanD、The reception area in my doctor’s office was full. The man across (12) me had already (13) the pile of tattered magazines and was squirming in his seat, looking at his watch every few minutes. Finally he marched to the receptionist’s window and (14) on the glass. "What’s going on " he demanded (15) , "I had an (16) for three o’clock!"
"You’re right," said the receptionist, "I’m sorry you’ve had to wait so long. The doctor was held up in surgery. Let me (17) the hospital to see how much longer he’ll be. I (18) your patience."
Telling someone you’re sorry doesn’t mean you’re admitting guilt. It simply acknowledges his frustration and defuses the complaint. Then by taking action and focusing on what (19) be done rather than what hasn’t been done, you (20) a mistake before it gets bigger.
A．firm
B．legal
C．hostile
D．legitimate