| outrage /outregous,outregousness/ | vztek, rozhořčení, urazit, pobouřit |
| concern | starost, znepokojení,znepokojovat |
| anxiety | úzkost, strach, znepokojení |
| relief | ulehčení, úleva |
| amusement | pobavenost, požitek, potěšení |
| pride | pýcha, sebeúcta, pyšnit se |
| kindness | vlídnost, dobrosrdečnost, laskavost |
| astonishment | údiv, úžas |
| revulsion /revulsed/ | hnus, odpor |
| regret | litovat čeho, lítost |
| Outrage | that the customer have been treated so badly |
| Concern | that the customer isn´t feeling too well |
| Anxiety | that the customer hasn´t received the urgent ticket that was mailed yesterday |
| Relief | that everything went well for the customer after the initial problem |
| Amusement | when the customer´s child refuses to let go of a toy the mother doesn´t want to purchase |
| Pride | that the customer won the tournament using the equipment purchased from you |
| Kindness | when you went out of your way to help a blind person make a purchase |
| Astonishment | that the product failed to work first time |
| Revulsion /revulsed/ | when the customer drew your attention to the filthy condition in the rest rooms |
| Regret | that the customer has had cause to make a complaint a second time within a few days |