500
Replying to a complaint: (1) Acknowledge the complaint and show e_____; (2) Explain what a_____ you have taken; (3) Either accept r_____ and apologise, OR deny r_____ and explain why; (4) Offer c_____ or a gesture of g_____ (if appropriate); (5) Close on a p_____ note, and a_____ again if it was your company's fault
(1) empathy; (2) action; (3) responsibility; (4) compensation, goodwill; (5) positive, apologise