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6 and 7

1. 
   Could I have a word with you in my office?
   
2. 
   Can you tell me exactly what happened with Mr Baitan on Friday?
   
3. 
   Do you have any ideas as to why Mr Baitan was quite so upset?
   
4. 
   Do you realize that this kind of problem can have serious consequences?
   
5. 
   So what do you think we can do to make sure this situation doesn’t happen again?
   
6. 
   So, before you go, can I just summarize what we have agreed?
   

8

1. 
   Do you realize that we risk losing Mr Baitan’s business if we don’t find a solution?
   
2. 
   Do you think you should ask for help next time you have a problem?
   
3. 
   Do you think you should’ve called me on my mobile?
   
4. 
   Do you agree that this wouldn’t have happened if you’d been more flexible?
   
5. 
   Do you realize that you should’ve remembered that the customer is always right?
   

5.