mod 7 assessment

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Manager: I apologize for the inconvenience. We'll make it right for you.
Two friends, Sarah and Alex, sitting at a restaurant table, enjoying their meal.
The manager arrives to address the situation.
Alex: Yeah, it's great. I can't wait to dig in.
Sarah: This food is delicious! I'm so glad we came here.
Sarah (negative reaction): This is ridiculous! I demand a full refund and compensation for my ruined clothes!
Manager: Absolutely, I can offer you a discount as a gesture of goodwill.
Alex speaks assertively and calmly to the manager.
the server accidentally spills food on Sarah.
Sarah (negative reaction): Are you kidding me?! Look what you've done! This ruined my whole evening!
Server: Oh no! I'm so sorry for the mess!
Alex: We understand accidents happen. Is it possible for a discount on our bill instead?
Sarah and Alex receive their revised bill, with the manager apologizing
Sarah is visibly angry and upset, making a scene in the restaurant
Alex (positive reaction): Thank you for resolving this. We appreciate it.
Alex (positive reaction): It was just an accident. Let's stay calm and handle this politely.
Thank you for your understanding. We're sorry for the inconvenience caused.
Sarah: This is unacceptable! I demand to speak to your manager right now!
Sarah (negative reaction): It's not enough, but fine.

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