· listEn to thE hEAD oF A DEpArtmEnt tAlking to An EmployEE ABout hEr pErFormAnCE.
· For EACh quEstion (23-30), mArk onE lEttErA,B、orC、For thE CorrECt AnswEr.
· you will hEAr thE rECorDing twiCE.

whEn DEAling with ComplAints, shE woulD likE toA．

A、tAkE morE rEsponsiBility.

B．

B、pAss tilE CustomEr on to hEr Boss.

C．

C、givE thE CustomErs monEy BACk.