Answer — Exercise 8
3 - Finding fault·Outcomes Upper-Intermediate - Student's Book
Question
Work in pairs. Discuss what you think the pronouns in Exercise 7 in italics refer to.
Answer
- it = the way the company treated Fei
- this = poor treatment of customers
- That = the development within a company of a culture of blaming customers
- this = the bigger cost resulting from poor customer care
- that = the view that tourists are just one-time customers and so not worth bothering about
- they = complaints about service
- They = people who complain
- they = foreign complainants