When I handle ______ , I try to establish a ______ with the customer. They're almost always a little bit annoyed because they're not happy with something they've bought, so they want to get straight to ______ . I always try to reassure ______ that we have high standards of ______ , but if they're feeling that they've been ripped off, it can be hard to get them to listen, and sometimes we end up talking at cross ______ because they're really expecting to have to fight with me! But all of our products have a moneyback ______ , and our policy is to replace ______ or give ______ if that's what people want. If that's still not good enough, I'm authorised to go the extra ______ in extreme cases and offer a goodwill ______ . An offer of financial ______ shows that we're serious about keeping customers satisfied. One thing I never do is pass ______ . If a customer comes to me, I think it's my responsibility to get to ______ of the problem and sort it out. And I'm happy to say that, in the end, I think almost all of my customers have left feeling happy, or at least happy enough.