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Listening Quiz: Xử Lý Khiếu Nại Chương Trình Khách Hàng Thân Thiết – Medium Level
Th3 20, 2024
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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.
Why is Mark upset?
He received the wrong confirmation email.
He was charged twice for an order.
He did not receive points for his last purchase.
He lost his membership card.
Explanation:
Mark says he is upset about his points and explains that he did not get points for his last purchase.
2.
How long has Mark been a member of the loyalty program?
For five years
For three years
For five months
For one year
Explanation:
Mark says, ‘I have been a member for five years.’
3.
Why does Emma say, ‘Let me check’?
She is asking Mark to repeat his complaint.
She wants to end the conversation politely.
She plans to verify why the points were not added.
She wants Mark to call the points team himself.
Explanation:
Emma responds to Mark’s missing points complaint by saying she will check, which shows she intends to investigate the issue.
4.
What can be inferred about Emma’s attitude toward Mark?
She does not believe his complaint.
She is impatient with him.
She is trying to be helpful and reassuring.
She wants him to contact another department first.
Explanation:
Emma apologizes, says she will fix the problem, and promises to call the points team and send a confirmation email, which shows she is trying to help and reassure Mark.
5.
What will Emma do next?
She will close the loyalty account.
She will add the missing points herself immediately.
She will call the points team right away.
She will ask Mark to send an email complaint.
Explanation:
Emma clearly says, ‘I will call the points team right now,’ so this is the next action she will take.
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