1. Angry customers tend to aim their dissatisfaction and complaints at__________.
a. those nearby
b. staff members
c. company managers


2. When a customer shouts rudely at you, you should__________.
a. keep calm and listen carefully to the customer
b. argue back and protect yourself
c. keep quiet and leave the customer alone


3. “Use your ears more than your mouth” means __________.
a. you should talk more than you listen
b. you should listen more than you speak
c. your ears are more useful than your mouth


4. When you deal with an angry customer, you should not __________.
a. be patient
b. be concerned
c. be amused


5. Which of the following statements is TRUE according to the passage?
a. When the customers complain, you needn't listen carefully.
b. You should relax yourself and try to understand the angry customers.
c. You needn't say sorry to those angry customers.


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