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客服 Customer service
無論客⼈是否有理，客服⼈員通常必須有禮地回應所有客⼈的不滿。
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| 1. complaint 抱怨，怨言 |
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When a customer calls with a complaint about a product, the person answering the phone must be polite.
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| 2. warranty 保證書 | |
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Customers should have product and warranty information when they call, but this does not always occur.
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| 3. agitated 激動的 |
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Some agitated customers feel that they have a right to be mad.
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| 4. hostile 有敵意的，不友善的 |
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Other people act hostile because they hope they will receive more money or better treatment.
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| 5. representative 代表 |
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In all cases, customer representatives must stay calm.
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