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Listening Quiz: Quy Trình Leo Thang Giải Quyết Vấn Đề Hành Khách – Advanced Level
Th7 29, 2024
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Tiếp viên hàng không (English for Flight Attendant)
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1.
What is the main topic of the conversation?
A conversation about changing a travel itinerary
A discussion of a new passenger booking service
A complaint about a late flight and lost luggage
A step-by-step process for escalating an unresolved issue
Explanation:
Jessica explains what Robert should do next if his issue is not solved, including contacting a supervisor, a manager, and the help center.
2.
How long does Jessica say it usually takes to hear back from the supervisor?
One business day
Three business days
One week
A few hours
Explanation:
Jessica says, “It usually takes one business day to hear back.”
3.
What information will Jessica give Robert so he can contact the customer service manager?
The supervisor’s direct extension only
The manager’s email and phone number
A special complaint form and reference number
The manager’s office address and work schedule
Explanation:
Jessica says, “I will give you the manager’s email and phone number.”
4.
How does Robert likely feel after hearing Jessica’s explanation?
Certain that his problem is already fixed
More confused than before
Angry because no one will help him
Relieved to know what to do next
Explanation:
Robert says, “I feel better knowing this,” which shows he feels relieved after learning the next steps.
5.
What should Robert do if the manager cannot help?
Call the supervisor again
Wait another business day
Cancel the complaint and start over
Escalate the issue to the company’s help center
Explanation:
Jessica says that if the manager cannot help, Robert can escalate the issue to the company’s help center.
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