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Listening Quiz: Debriefing After Service Failure – Advanced Level
Th4 18, 2024
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Điều phối viên logistics (English for Logistics Coordinator)
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1.
What is the main topic of Jessica and William’s conversation?
A discussion about hiring additional warehouse workers
A complaint about office equipment problems
A service failure and how to prevent it from happening again
A new marketing campaign for customers
Explanation:
They discuss a service failure, identify causes such as delayed inventory updates and wrong shipments, and suggest ways to improve and prevent it from happening again.
2.
According to William, where did the delay start?
In the warehouse
In the billing department
During software installation
At the customer service desk
Explanation:
William says, “I think the delay started in the warehouse.”
3.
What did Jessica say was not updated on time?
The inventory system
The shipment checklist
The training schedule
The customer list
Explanation:
Jessica states, “The inventory system was not updated on time.”
4.
Why do Jessica and William want to improve communication between teams?
To help prevent mistakes like wrong shipments
To make customers pay earlier
To reduce the number of warehouse employees
To change the company’s business hours
Explanation:
They say poor communication and an outdated inventory system led to wrong shipments, so improving communication would help prevent similar errors.
5.
What will William do next?
Cancel the meeting next week
Prepare the training materials
Update the inventory system himself
Call the customers immediately
Explanation:
Jessica says she will schedule a meeting next week, and William responds, “I will prepare the training materials.”
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