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Listening Quiz: Tiêu Chuẩn Dịch Vụ Mới Cho Nhân Viên – Easy Level
Th3 24, 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 conversation mainly about?
A new company holiday schedule
A customer complaint about slow delivery
A manager’s plan to hire more workers
A new service standard for staff
Explanation:
Robert introduces a new service standard and explains how staff should greet and help customers.
2.
According to Robert, how should staff greet every customer?
By giving them a brochure
With a smile
By offering a discount
By asking for feedback first
Explanation:
Robert says, ‘We must greet every customer with a smile.’
3.
What should staff do if a customer is unhappy?
Listen carefully and try to solve the problem
Ask the customer to leave
Ignore the complaint and continue working
Offer a refund immediately without checking
Explanation:
Robert says to listen carefully and try to solve the problem when a customer is unhappy.
4.
What should staff do if needed?
Change the service standard
Call a manager
Wait until the next day
Send an email to the customer
Explanation:
Robert says, ‘Yes, always tell a manager if needed.’
5.
What can be inferred about Olivia after this conversation?
She plans to become the manager
She already knew the new rules before the meeting
She is unwilling to follow the standard
She understands the new rules and will follow them
Explanation:
Olivia thanks Robert and says, ‘I will follow the new rules,’ which shows she understands and accepts them.
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