【单选题】

A、complaint Is a Gift

Australians call theBritish "whinging Pores" because they grumble so much.But a new study suggests thatBrits should whinge more, not less.
A、team led byChris Voss of the LondonBusiness School found that service quality inBritain is typically worse than inAmericA、One mason is thatBritish customers take less about bad service than hard-to-pleaseAmericans do.
The failure to grouse is pervasive. Hunter Hansen, anAmerican who runs the Marriott hotel in London’s Grosvenor Square, notes that aBritish would (21) a fuss only about a significant problem and even then, would do so in a roundabout way.Americans are (22) of even small mistakes.
The result, Mr. Voss finds, is thatBrits suffer.But so do companies inBritain’s service industries: they do not (23) so much unsolicited feedback, and thus lose a chance to (24) service quality. Indeed, they may spend more than they need to do on service-quality improvements, because they do not get direct help from customers.
Management gurus know more about how companies (25) to complaints than about why theBritish are phlegmatiC、InAmerica, well-run companies have "service recovery" (26) Staff at the Marriott group are drilled in the LEARN routine -- Listen,Empathise,Apologise, React, Notify- with the final step (27) that the complaint is fad back into the system. Ritz-Carlton hotel chains, another with a good reputation (28) complaints from customers, trains its staff not to say a mere "sorry" but "please accept my apology" and gives them a budget to reimburse (29) guests.
WhenBrits tidally (30) their courage to grouse, they get results.
A．accept
B．receive
C．embrace
D．catch