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Listening Quiz: Đào Tạo Giám Sát Viên Về Xử Lý Khiếu Nại – Medium Level
Th4 10, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý khách sạn (English for Hotel Manager)
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1.
What is the main topic of the conversation?
A training session on handling customer complaints
A discussion about customer loyalty rewards
A lesson on how to sell more products
A meeting about hiring new supervisors
Explanation:
John says they will learn how to handle complaints, and the rest of the conversation explains the steps in that training.
2.
According to John, what is the first step in handling a complaint?
Listen carefully to the customer’s problem
Offer a solution right away
Tell the customer to speak to a manager
Ask the customer to come back later
Explanation:
John clearly says the first step is to listen carefully to the customer’s problem.
3.
Why is complaint handling important, according to John?
It helps keep customers happy and loyal
It allows employees to avoid difficult customers
It makes training sessions shorter
It reduces the number of supervisors needed
Explanation:
John explains that complaint handling is important because it helps keep customers happy and loyal.
4.
How does Sarah most likely feel by the end of the training?
Upset that the training is too long
Unsure whether complaints matter
Confused about the process
Ready to practice what she learned
Explanation:
Sarah says, “I feel ready now,” and John responds by suggesting they practice with role plays.
5.
What does John suggest they do next?
Call customers to apologize
Practice with role plays
Review written test answers
End the training early
Explanation:
At the end, John says, “Let’s practice with some role plays.”
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Flashcards và Quiz Từ Vựng: Đào Tạo Giám Sát Viên Về Xử Lý Khiếu Nại – Medium Level
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