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1. 
COMPLAINT: The nurse ____________________ all the time.
A.
is very kind
B.
uses her cellphone
C.
forgets my medicines
D.
is so rude
2. 
MATCH THE COMPLAINT WITH THE MOTIVE OR REASON: “I’m sorry to say this, but the clean service is terrible.”
A.
She is so rude.
B.
You prescribed me the wrong medication.
C.
The bathroom is clean.
D.
The bathroom is always dirty.
3. 
READ THE COMPLAINT AND CHOOSE THE RIGHT SOLUTION: I have a complaint about a doctor. He always arrives very late.
A.
I want a refund
B.
I want an explanation
C.
I want a free service
4. 
READ THE COMPLAINT AND CHOOSE THE RIGHT SOLUTION: "I was in terrible pain yesterday. So I repeated my X-rays in a private hospital."
A.
I want a refund
B.
I want an explanation
C.
I want a free service
5. 
MATCH THE COMPLAINT WITH THE MOTIVE OR REASON: “There is a problem with my prescription"
A.
The hospital lost my x-rays.
B.
The surgeon is angry.
C.
The doctor is late.
D.
The doctor prescribed me the wrong medication.
6. 
IDENTIFY THE PART OF THE COMPLAINT: "Please contact me by phone"
A.
Closing
B.
Solution
C.
Background
D.
Body (Motive or reason)
7. 
IDENTIFY THE PART OF THE COMPLAINT: "You should improve your service"
A.
Closing
B.
Solution
C.
Background
D.
Body (Motive or reason)
8. 
IDENTIFY THE PART OF THE COMPLAINT: "Yesterday I was in your hospital in room 3"
A.
Closing
B.
Solution
C.
Background
D.
Body (Motive or reason)