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Listening Quiz: Cuộc Họp Rà Soát Chính Sách Leo Thang – Medium Level
Th9 6, 2024
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Kỹ sư DevOps (English for DevOps Engineer)
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1.
What is the main topic of the meeting?
Training staff on sales techniques
Reviewing a policy for handling escalations
Planning a new customer survey
Discussing a company holiday schedule
Explanation:
The speakers discuss a new policy with clear escalation steps, response times, and improving communication and tracking.
2.
According to Linda, what does the frontline team do first?
They try to solve the problem quickly
They send the issue directly to management
They wait for second-level support to respond
They contact the customer to close the case
Explanation:
Linda says, ‘First, the frontline team tries to solve quickly.’
3.
What happens if the frontline team cannot solve the problem?
It is sent back to the customer
It is escalated to second-level support
It is automatically closed
It is delayed until the next meeting
Explanation:
Linda explains that if the frontline team cannot solve the problem, it is escalated to second-level support.
4.
What does Linda say about each step in the policy?
Only the first step has a time limit
There are no time limits in the policy
The management step must be completed immediately
Each step has a maximum response time
Explanation:
Linda states, ‘Yes, each step has a maximum response time.’
5.
Why does John say, ‘This will help reduce delays’?
He plans to move all issues to management right away
He believes the policy will make the process faster and clearer
He thinks customers will stop asking questions
He wants to cancel the escalation process
Explanation:
John says this after hearing about clear escalation steps and maximum response times, which suggests he expects fewer delays and smoother handling.
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