Vocabulary Read the following text. For each gap, choose the best word, A, B, C or D. As every manager knows, 'the customer comes 1......... and 'the customer is always right'. Despite these phrases being repeated so often, it is remarkable how many organisations 2.......... essential training in customer care. All too frequently when 3 ....... front-office staff, customers are met with rudeness, lack of interest or 4.......... of stress, and these all give a negative 5......... of the organisation itself. Many customers have come to 6........ treatment of this kind, and as a 7.......... behave aggressively or irritably themselves. These customers very often are the 'awkward customers' whom even well-trained customer service staff find hard to 8.......... Many experts believe that not 9. in an organisation has the right personality for a customer-service position and that this should be taken into 10........ when recruiting front-line staff. Even with training, some people will never have the people 11........ to deal successfully with customers in what can be a very stressful 12. There are also a number of experts who advocate training for customers in how to 13 the best out of the staff they have to deal with. However, this would only really be 14.......... in company-to-company situations where, for instance, company buyers have to deal with people from a 15........ of different suppliers. 1 A top 2 A abandon B first C best D ahead B stop C neglect D drop 3 A approaching B reaching C arriving D talking 4 A signals B indications C signs B opinion C idea 5 A view 6 A expect B wait 7 A result B feedback 8 A deal 9 A anyone B treat B someone C no one 10 A thought 11 A skills 12 A location 13 A obtain B knowledge B work B take B account C granted C abilities C appointment C extract 14 A able B capable C practical C hope C principle C look D appearances D impression D worry D summary D handle D everyone D advantage D capabilities D post D get D competent 15 A quantity B number C amount D selection​