When confronted with an angry and emotional customer, the best first step toward service recovery is to: Select one: a. match the person's voice in intensity and volume to gain control of the confrontation. b. gently but firmly tell the person you will not tolerate being addressed in that tone of voice and turn away until he or she calms down. c. listen carefully and with empathy until the customer feels he or she has been heard.

c. listen carefully and with empathy until the customer feels he or she has been heard.

answer; (i-o) psychologist

swahili is an extremely rich and complex civilization, a set of ethnic groups articulated by a language and a series of cultural elements that fuse the african traditions, islam and indian culture. this growth was largely a result of the indian ocean trading network that brought in not just man-made riches, but also religious ideas, specifically islam, which had a significant impact on the local culture. furthermore, the development of the swahili language gave a common cultural unity to the people.