Activity 1

Choose 6 of these and explain why they would be important for employees when dealing with customers who make complaints. You may need to research the meaning of words you do not understand.

When you have made your choices, discuss your answers with your classmates.

• Accurate
• Attention
• Composed
• Concerned
• Confident
• Controlled
• Discreet
• Indifferent
• Ineffective
• Interested
• Responsible
• Supportive
• Tactless
• Thoughtful