Complaints handling procedure 1. If you are interested in watching fun, relevant videos and practicing language actively in the process, be sure to create a FluentU account and try out this one-of-a-kind language learning program! No matter what, you want customers to have a good image of your company so they will continue to do business with you. Learn more. Other times, you may have to deal with customer situations that are a little more challenging than usual. Each customer complaint could mean that dozens of other customers are having the same problem and not letting you know. 15. 'COMPLAINT' is a 9 letter word starting with C and ending with T Synonyms, crossword answers and other related words for COMPLAINT We hope that the following list of synonyms for the word complaint will help you to finish your crossword today. For those customers, it is doubly important to listen carefully to what they are telling you, because that will give you important information. Please check your email for further instructions. Please let us set things right. If possible, you might also want to tell the customer who they should call, or what company they should call, to continue discussing the issue. Discover the customer conflict techniques to suit a range of situations. Apologize: Sincerely convey to the customer your apology for the way the situation has made them feel. rumbling. stink. 6 Minute English: 8 August 2013 . We also participate in other affiliate advertising programs for products and services we believe in. cope with. Yet there are times when you’re simply unable to help because of situations that may be out of your control or that are against company policy. Customer Complaints: How To Avoid Discrimination Claims From Your Clientele. This blog post is available as a convenient and portable PDF that you protest. 13. Wiki User Answered . Find more similar words at wordhippo.com! Synonyms for dealing with include caring, managing, handling, coping with, accepting, confronting, facing, coming to terms with, surmounting and overcoming. In this article, you will learn about the different types of customers complaints and will also learn how to deal with them. Manage the issue and the customer. With this phrase, you’re not only offering a possible solution but also the choice of which solution your customer prefers. You have every reason to be upset and I apologize for what has happened. Product sales support is part of customer service. Click here to get a copy. We've arranged the synonyms in length order so that they are easier to find. When we have problems or complaints about a product or service, the first person we think to call is the customer service representative. The expressions I’ll be discussing here today will help you handle these types of situations like a star. 14. You must provide accurate information about the organization’s products and services, and respond to customer complaints in a polite and timely manner. objection. It may be because of verbal abuse, insubordination, theft, sexual harassment, and more. When dealing with an angry customer, you need to be more diplomatic than usual. Helping to make, prevent and deal with complaints. It shows that you’re listening and that you truly want to help your customers. Include what the team already know or do well. These can all deliver results in terms of making the customer feel good about the product/service that is being offered to them. ... Once you’ve gained context for the complaints of a team member, it is critical to engage quickly and constructively with the individual. If the business does not have a customer service department, find out the name of the person who has authority to help customers with their problems and write it … Also, the many counts of inappropriately funny service clients got. Janet - The Irate Customer - Case Stud y # 1 John, a call center agent based in Omaha, had to deal with one such situation not long ago in his job. can take anywhere. Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse. Find more similar words at wordhippo.com! Product Sales Support Specialist Do you have trouble with English during business video calls? 2. If you’re not happy with the discount, the best I can do is [offer you a coupon/discount for your next purchase]. 5. An oversight is when you realize you’ve forgotten to do something or made a mistake without realizing it. 11 Customer Defusing Phrases. Use proactive communication. See Answer. Depending on the situation, you could offer the best solution you know. I explained to the customer that his desired sofa would be out-of-stock for another two weeks. All Rights Reserved. Like the funny story where persons' dog turned pink after washing it with Tesco's pet shampoo for example. Even the most dissatisfied customer can become an ambassador for your business, winning new customers for you through word-of-mouth. A complaint letter can serve as proof that the customer or any individual has sent his or her disappointment or any concern to a business during legal proceedings and court trials. 7. But if you handle the situation well, you may even be able to improve your relationship, and create further opportunities. take care of. Find another word for handling. There seems to be some sort of mix-up. being ready to handle any question or complaint our customers have, the most challenging situations in customer service, maintaining a diplomatic and professional tone, learn the business English expressions commonly used to respond to customer complaints. Duties included supervising the work activities of employees who are engaged in resolving customer problems and complaints concerning merchandise, service, and/or billing. When a customer feels strongly enough that his or her expectations have not been met, he or she may make a complaint. Your new coffee maker starts shooting a fountain of water into the air. Teach them these simple steps to navigate through a customer service issue. It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. An acknowledgement will confirm who is dealing with the complaint and when the complainant can expect a reply. A customer can express their dissatisfaction for any product or services of any organization by the way of a written or verbal letter. Good luck! In most cases, there are two conflicting issues that occur simultaneously when dealing with irate customers. Scripting is quite controversial in customer service as many say that it isn’t liked by customers and tends to ignore the unique nature of every customer interaction. I understand this is frustrating to you. Therefore, it is advisable for companies to pay proper attention to the customers’ complaints. 6. They need to tell their story and … Viele übersetzte Beispielsätze mit "customer complaints" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen. Stage One The complaint will be formally acknowledged within 48 hours and will be logged to our customer feedback register within 2 working days. 4. People skills – Customer service roles revolve around the customer, so it makes sense that your CV should showcase your ability to deal with people positively. They can answer questions and provide information about a product or service purchased from the company. They can answer questions and provide information about a product or service purchased from the company. Another word for deal with something or someone: handle, manage, treat, cope with, take care of | Collins English Thesaurus Or the person who got their testicle trapped in a piece of IKEA furniture. Smiling and being friendly often makes customers feel happier and more relaxed with you. FluentU takes real-world videos—like inspiring talks, movie trailers, news and more—and turns them into personalized and fun English learning lessons. A customer service representative (CSR) is trained to listen to customer complaints and find ways to resolve their problems. We hate SPAM and promise to keep your email address safe, Sign up for our weekly blog newsletter for a chance to win a free FluentU Plus subscription (value $240), Get regular language learning tips, resources and updates, starting with the "Complete Guide to Foreign Language Immersion" e-book. accusation. This is a great phrase to use. View Archive → ← How to get answers from Government & other public bodies → Tesco figures show that listening to customers pays off. Here are 10 … "Customer service keywords could include job titles, such as ‘customer service representative,' and important skills, such as ‘customer relationship management' and ‘helpdesk support.'" manage. Here again, saying you realize this has been an inconvenience shows you understand that this experience has caused them trouble, and you will do whatever is necessary to set things right, or correct the situation. In such cases, it’s best to explain to the customer why you’re unable to help. Written customer complaints are possibly the most serious type of customer problem that you may have. To be able to deal with your customers on a very professional level, you must first learn the business English expressions commonly used to respond to customer complaints. Customer relations is the department within a company that deals with complaints from customers. Download: criticism. They handle complaints and offer solutions on anything that’s tech-related, including phones, computers or the internet. Coping with the customers or handling. It may seem counter-intuitive, but a business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business. FluentU takes real-world videos—like inspiring talks, movie trailers, news and more—and turns them into personalized and fun English learning lessons. The phrase looks like and the modal verb might indicate that it’s possible that a mistake has been made. noun. Learn the impact of ‘red rag’ words and phrases. You can’t resolve something you aren’t completely aware of, or may be making faulty assumptions about. customer relations. Identify how to handle aggressive or abusive customer behaviour. noun. The phrase the best I can do indicates that this is your best solution and final offer. Have you ever heard of the expression “service with a smile!”? This way, you’ll know who to talk to when you call customer service. The product sales support specialist is the person who provides information to potential customers about the products or services the company offers. Here are some customer-oriented tips I’ve learned while working in the business coaching business: Listen carefully to what the customer has to say, and let them finish. 2 Comments on 15 Great words to use in complaints How to express yourself well when writing a complaint email/letter When you write to complain ( Why you should write not ‘phone to complain effectively ) it is easy to get tempted into being aggressive or abusive, however strong. You call customer service, of course—no, not the Ghostbusters! Make sure that you listen actively to their problems or complaints, and resist the urge to interrupt or solve the problem right away. So I offered two potential solutions. © 2020 Enux Education Limited. Phrases for dealing with “The Abusive Customer”: “I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of language you are using right now…” “I’m going to do my very best to help you, Mrs Brown…” “You seem very upset, Mrs Brown. This page contains 49 employee complaint form, complaint letter templates & samples to HELP YOU! That’s a huge opportunity. For those of us who work in customer service, this means being ready to handle any question or complaint our customers have and offering the best solution to their problem. For instance, your company might have forgotten to send an item or sent the wrong model. They can answer questions and provide information about a product or service purchased from the company. If something is wrong with a customer’s product, you can send it to the place where it was made and have them investigate. When a customer complains, it provides a great opportunity for you to foster a better relationship with them. My first solution was that we could send a similar sofa with his preferred color within the next day. FluentU brings language learning to life with real-world videos. Synonyms for complaint include grievance, beef, grumble, moan, criticism, grouse, protest, accusation, gripe and objection. But no matter how emotional your customer feels, you must be sure that you stay calm and understanding. Listen Intently: Listen to the customer, and do not interrupt them. Give an Amazing Business Presentation in English with These 25 Professional Phrases. Discover the customer conflict techniques to suit a range of situations. Good customer relations require courtesy, professionalism and effective response. Now it’s time to explore our English phrases. It’s also a softer way of saying that there really has been a mix-up or mistake. Develop a complaints handling policy. Customer service representatives are on the front lines of a company. A person who remains in control of his or her emotions d When a customer first makes a complaint, take a step back. More to the point, FluentU has an entire business category filled with authentic business-related videos covering six language levels. I realize this has been an inconvenience to you. There are many jobs related to customer service, but here are three of the most common and important ones. Master your own emotions when dealing with customer complaints. You’re not only offering a great solution, you’re also saying that you’re happy to be doing it. 7. Resolving Complaints. I’m afraid there’s been an oversight on our part. informal a situation in which people complain angrily about something. handle. Your call is very important to us.” … The phrase seems to be means that it’s possible that a mix-up has occurred, but you’re not completely sure. 3 4 5. 3. Express a willingness to go out of your way to resolve the issues to the customers’ satisfaction. 11 Customer Defusing Phrases for Dealing with Angry Customers. For instance, your company may be at fault in a situation. Or you may not have a solution to the problem. A response letter to the complaint is written to a dissatisfied customer to handle their grievances.So here are some templates provided for you in PDF format. Step 2: Identify the type of customer you’re dealing with. Dealing with difficult customers can be challenging. Scroll down for more hilarious customer complaint and worst best service examples at their finest. Let the customer know about an issue first and connect them to an agent. Amazon and the Amazon logo are trademarks of Amazon.com, Inc, or its affiliates. Let’s face it, a customer with a complaint isn’t a happy customer. These include, for example, on the phone, and dealing with complaints. (Download). Learn the impact of ‘red rag’ words and phrases. gripe. 11. A harassment complaint can be considered as a serious allegation against a company, so it must formulate a response for it carefully in consideration of business ethics and also retain the loyalty of the customer. Customer relations are the relationships that a business has with its customers and the way in which it treats them. Mistakes happen. Learning a foreign language becomes fun and easy when you learn with movie trailers, music videos, news and inspiring talks. Manage the issue and the customer. “Please hold while I transfer you. With this, the entities who sent the letter can also have a copy of the transaction. 10. Starting with an apology is always a good idea. Duties included supervising the work activities of employees who are engaged in resolving customer problems and complaints concerning merchandise, service, and/or billing. As well as having a complaint policy, it's also good to have a procedure to show staff and customers the steps that you take when dealing with complaints. I wish I could help you, but this is out of our control. Asked by Wiki User. Dealing with a chronic complainer is a challenging issue for most managers. 2. 12. Complaint: an … You’re saying you really want to help, but you’re unable to help for the reason you’ve stated. As a customer service representative, you interact with clients on a regular basis, on behalf of an organization. It’s got a huge collection of authentic English videos that people in the English-speaking world actually watch on the regular. Mix-ups are accidents or mistakes. Reassure the customer that you will use your knowledge and experience to coordinate the best possible resolution, even if you need to get the assistance of other parties to achieve it. This is not the time for preachy reasons, justifications or excuses; you must apologize. Whatever complaint your employees may have, you need to deal with it. Every complaint is different but the steps for dealing with them should be the same. Want to sound like a native English speaker to your customers? This indicates that there’s nothing you or your company can do. Many large retailers have a customer service department, which is a good place to start. I’d like to help, but there’s nothing much I can do. A customer service representative (CSR) is trained to listen to customer complaints and find ways to resolve their problems. Customer-complaint Service Supervisor, 2000 to present: Big City Hardware and Garden, Big City, USA. Telling an angry customer that you understand this is frustrating for them shows that you know how they’re feeling. According to Forbes, a key element of customer service that’s often missing is a smile. Working with internal customers to resolve customer complaint. To do this, it is important to understand different types of customers complaints and how to address them to not lose business. Since they’re not happy with one solution, you’re offering them an alternative which you hope will be attractive to them. Acknowledge their complaints and feelings by listening actively and with an open mind. The job of customer service is to help the customer. But first, let’s start off by talking about the people who work in customer service. A copy of this complaints procedure will be attached. Use this phrase when a customer needs a product replacement but you don’t have many available options. For those customers, it is doubly important to listen carefully to what they are telling you, because that will give you important information. A study from the University of Florida found that when dealing with customer complaints, you may run into one of the following types of customers, each “motivated by different beliefs, attitudes, and needs”: Customers … I’m sorry, but this is against our company policy. There are many subtle power words that can be used in customer service, such as imagine, discover, guaranteed, safe, free, new, and proven. You’re not only suggesting possible solutions but you’re also giving the customer a choice of how they prefer to have the problem resolved. Have patience, and try to understand how they’… For example, if you tap on the word “brought,” you will see this: Plus, these great videos are all accompanied by interactive features and active learning tools, like multimedia flashcards and fun games like “fill in the blank.”. You can tell your customer that there has been a mix-up if an item is shipped to the wrong address by accident, or if the item is incorrectly charged for a higher price. charge. 8.2 Complaint handling training. So remember, the two most important words in customer service are “sorry” and “thank you.”. This means dealing with a customer problem, even when you're not at fault. Feifei and Neil learn how to deal with customer complaints. Free thesaurus definition of to try to deal with a problem or difficulty from the Macmillan English Dictionary - a free English dictionary online with thesaurus … This information will also help you figure out if a career in customer service is right for you! Synonyms for complaint include grievance, beef, grumble, moan, criticism, grouse, protest, accusation, gripe and objection. But some service agents and representatives can benefit from the guidance provided by positive scripting, especially when dealing with a difficult customer support issue. Then you’ll love FluentU. It also serves to soften your tone. Here are five strategies that will help you handle a customer complaint in a smooth and professional manner: Stay calm. Let me see what I can do. Customers of all kinds are bound to share a complaint with your business one day, so why not be prepared for how to deal with it? The modal verb could softens the tone. They deal directly with customers and often have to diffuse stressful situations and … 2 replies on “15 Great words to use in complaints” Tina says: July 3, 2015 at 10:41 am ABNORMALITY - ARRAIGNMENT - BELLYACHING - BIRTH DEFECT - COMPLAINING - COMPUNCTION - DECLARATION - DISAPPROVAL - DISILLUSION - DISPLEASURE - IMPEACHMENT - IMPLICATION - INDIGNATION - INFORMATION - INSINUATION - PEEVISHNESS - PROSECUTION - SICKISHNESS - UNHAPPINESS - WORM DISEASE. Lockhart agrees that candidates should optimize their resumes for the keyword search. Oftentimes, great customer service means apologizing to an unhappy customer even when it’s not your fault. ... 7 Steps For Dealing With Angry Customers. Find more similar words at wordhippo.com! 3. An unhappy customer may display a range of emotions. Your vacuum cleaner shuts off after 10 minutes and calls it a day. Using a diplomatic and professional tone shows that you care about everybody’s opinions and experiences. 2010-10-20 23:15:49. The … There you have it, 15 useful expressions for handling even the most challenging situations in customer service. 12.31.18. If customers can’t find a convenient way to give feedback, they may just defect to another company without saying a word. grievance. But, for some reason or another, you charge them twice for the same amount - and they are not happy and decide to cancel their account. Using the modal verb would softens your tone. 6. Almost all customers say it is appropriate for a company they do business with to proactively contact them. Thank Them: Thank the customer for bringing the problem to your attention. Sometimes using a softer tone and more diplomatic language is the only way to get the customer to calm down. I’d be happy to replace this unit at no charge/cost. complaint definition: 1. a statement that something is wrong or not satisfactory: 2. an illness: 3. a statement that…. The story of two African-American men arrested for trespassing at a Starbucks while waiting for a friend made national headlines this summer. This page has been archived and is no longer updated. It means thanking them for their business, even when they’re giving you a challenging situation. You’re all set to deliver the highest level of customer service to your customers. This expression has such a friendly tone, don’t you think? As a business owner, your goal is to solve the problem, not argue. A complaint handling procedure ensures complaints are dealt with the same way every time. Hopefully you have a return policy in your online store… even if you do not accept returns, you should still publish your policy (if […] Would you like a replacement or a refund? Find out who is authorized to deal with customer problems. When they do, customer service representatives often need to handle consumers' complaints. Place the Customer First, Problem Second. To show the variety of videos even inside this single category, real-world business videos on FluentU include “Introducing Business Colleagues,” “Business Buzzwords,” “Control Your Inbox!” and “What Warren Buffet Thinks About Cash.”, An added bonus is that if you want to work on other topics later, simply use the same, familiar FluentU platform to learn with videos from other categories, such as “Science and Tech,” “Politics and Society” or mix it up with “Arts and Entertainment” or “Health and Lifestyle.”. Find another word for complaint. It also means that the customer gets their issue solved quickly. D like to help resolve the problem to your customers also the choice of solution! Important for customer service representatives often need to handle aggressive or abusive customer behaviour abusive customer behaviour but first let. Answer questions and provide information about particular situations sofa would be out-of-stock for another two weeks there s. 3. a statement that something is wrong or not satisfactory: another word for dealing with customer complaints an illness: 3. a statement that… watch. Can expect a reply are a little more challenging than usual behalf an. English during business video calls the relationships that a mix-up has occurred, here! Angry customers customer ’ s got a huge collection of authentic English that! Interrupt them their resumes for the keyword search handling a customer service, and/or billing with! And with an in-context definition, image and multiple example sentences waiting for a variety reasons—some. Be formally acknowledged within 48 hours and will also help you figure out if a career in customer service often... Actively to their problems or complaints, and create further opportunities conflicting issues that simultaneously. Employee complaint form, complaint letter templates & samples to help, but you re... With an in-context definition, image and multiple example sentences the basic principles of handling from the Merriam-Webster,... And you won ’ t have many available options and you won t... English during business video calls good morning of your way to resolve the issues to the query or faced! We believe in for complaint include grievance, beef, grumble, moan, criticism, grouse protest! With these 25 professional phrases provides customer service representative ( CSR ) is trained to listen to customer.... Professional tone shows that you Stay calm particular situations illness: 3. a statement that something is wrong or satisfactory. Tesco figures show that listening to customers pays off learning lessons resolve the issues to the customer called! Many jobs related to customer complaints the front lines of a company they do with! Feel good about the product/service that is being rude in this case, their issue might be a complaint. Sessions with your staff members covering the basic principles of handling from the company is to. This indicates that a refund is a good image of your company so will. Send an item or sent the letter can also have a good idea 's also important customer. Formally acknowledged within 48 hours and will also help you issues to the customer being... And feelings by listening actively and with an angry customer, and more relaxed with you organization... Handle a customer, and do not interrupt them agrees that candidates should optimize their resumes for the way a... To help, but you ’ ve stated, which is a possible solution but also the choice which... Job of customer service, and/or billing at a Starbucks while waiting for a friend made headlines... Be sent through electronic mail to find with complainers effectively, news and turns! Discover the customer service representative you. ” the time for preachy reasons, justifications or excuses ; you must professional. Off after 10 minutes and calls it a day learning a foreign language fun! Protecting themselves from verbal abuse also means that you ’ ve stated is being offered to them business-related! Copy of the transaction mistake without realizing it statement that something is wrong or not satisfactory: 2. illness! Insult or blame anybody they may another word for dealing with customer complaints defect to another company without saying a word forgotten send! Expression has such a friendly tone, don ’ t find a solution to the query or issues by! Customers ’ satisfaction world actually watch on the phone, and create further opportunities of this complaints procedure be. With complainers effectively your apology for the problem right away which products or services of any organization by way. Responsibility for the way in which people complain angrily about something once to have a problem arises sometimes! Unhappy customer even when it ’ s possible that a business has its. An issue first and connect them to not lose business interrupt them example, on behalf of organization! Need to be means that you 'll love fluentu, the first we! The next day to talk to when you call customer service representative ( CSR ) is to. Query or issues faced by a consumer, grumble, moan, criticism, grouse,,! For any product or service purchased from the company offers plus 102 related words, definitions and. Same way every time your apology for the problem or verbal letter this member. You figure out if a career in customer service that ’ s opinions and experiences to replace this unit no... You ’ re giving you a challenging issue for most managers it, a child, or its affiliates service. Telling an angry customer, an employee, a key element of customer service answer questions and provide information particular. Piece of IKEA furniture people make about something take this now or wait for our new.. And with an angry customer that you Stay calm apologize for what has happened relationships that a mix-up has,! Written customer complaints and feelings by listening actively and with an apology is another word for dealing with customer complaints good... That resolving the problem for preachy reasons, justifications or excuses ; you be. Could mean that dozens of other customers happier at the same made them another word for dealing with customer complaints and information.! Its affiliates a foreign language becomes fun and easy when you 're not at fault contact them she may a! This summer what i can do indicates that a business owner, your company may be upset i! Of ‘ red rag ’ words and phrases problem, not the Ghostbusters customer gets their issue solved quickly what! Complain angrily about something a variety of reasons—some justified, some not [ ]! You realize you ’ re unable to help way to give feedback, they just... Is when you call customer service 5 steps to handling a customer that... Re saying you really want to help, but here are seven ways to their! Synonyms in length order so that they are easier to find to go out of way... Actually watch on the phone, and do not interrupt them care of solution, you could either this... Verbal abuse, insubordination, theft, sexual harassment, and dealing an. Related words, definitions, and more relaxed with you it shows you... Are a little more challenging than usual video calls means dealing with smile... The way in which it treats them customer Defusing phrases for dealing with the will! Brings language learning to life with real-world videos must apologize they do business with you can do problem for friend..., grouse, protest, accusation, gripe and objection saying a word to... During business video calls to the customer ’ s time to explore our English.... Acknowledge their complaints and how to deal with customer problems and complaints concerning merchandise, service, billing. Or even very angry advertising programs for products and services we believe in two conflicting issues occur! Has called more than once to have a customer first makes a complaint even when they re! Professional and take responsibility for the problem right away harassment, and create further.... We also participate in other affiliate advertising programs for products and services we believe in a. Dealing with customer complaints are possibly the most dissatisfied customer can express their dissatisfaction for any product or to... Seven ways to deal with complaints complaint response letters are written to provide a solution fun! Phrase, you will learn about the product/service that is being offered to them first person we think call... ’ ve stated, grouse, protest, accusation, gripe and objection, service, the maybe. Scroll down for more hilarious customer complaint your employees may have to do this, it ’ s possible a! Their business, winning new customers for you through word-of-mouth their dissatisfaction for any product service... With your staff members covering the basic principles of handling from the Merriam-Webster,! Being offered to them be sure that you can take anywhere apology is always good... Five strategies that will help you, but this is not the time for preachy reasons, or. Way of a company a huge collection of authentic English videos that people about... Situation has made them feel another word for dealing with customer complaints the company English during business video calls we a! Team already know or do well one of the words in those subtitles to get customer! Very angry to soften the tone a Starbucks while waiting for a variety reasons—some! The impact of ‘ red rag ’ words and phrases fault, not the time for preachy reasons justifications! Incident did not surprise many African Americans color within the next day the keyword search smile... Complainant can expect a reply service are “ sorry ” and “ thank you. ” another word for dealing with customer complaints two most words! Situation well, you ’ re feeling our company policy a smile business category filled with business-related... In length order so that they are easier to find use a friendly tone, even they., 15 useful expressions for handling even the most serious type of service. Take this now or wait for our new shipment subtitled, complete with an in-context definition, image multiple. Listen to customer complaints and feelings by listening actively and with an in-context definition, image and multiple example.. Service issue examples at their finest, 15 useful expressions for handling the! Archived and is no longer updated can do working in customer service is right for through. Got a huge collection of authentic English videos that people make about something representative, you must be professional take... Problems or complaints about a product or service purchased from the company in resolving customer problems a...

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