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Listening Quiz: Cải Thiện Điểm NPS với Đội CX – Medium Level
Th4 15, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý marketing (English for Marketing Manager)
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1.
What are Paul and Mia mainly discussing?
A plan to hire new employees for the sales team
Ways to improve the CX team’s NPS scores
How to handle a customer complaint about one product
A report about monthly office expenses
Explanation:
They discuss several ways to improve the CX team’s NPS scores, such as customer follow-up, empathy training, faster complaint responses, weekly goals, and rewards.
2.
What does Mia suggest they do more often with unhappy customers?
Ignore their complaints for a while
Offer them free products
Call them more often
Send them to a different department
Explanation:
Mia says, “Maybe we can call unhappy customers more often.”
3.
What does Paul say should be improved to make customers feel valued?
The number of team meetings
The office layout
Response time to complaints
The company logo
Explanation:
Paul says they should improve their response time to complaints, and Mia adds that fast replies make customers feel valued.
4.
What can be inferred about the CX team’s NPS scores?
They are not affected by customer feedback
They have recently become lower than before
They only depend on employee rewards
They are already the best in the company
Explanation:
Mia says, “The scores have dropped recently,” which indicates the NPS scores have become lower.
5.
What will Paul do next?
Call unhappy customers himself
Share the data and reports with customers
Prepare a plan for their next meeting
Start rewarding team members immediately
Explanation:
Paul says, “I will prepare a plan for our next meeting.”
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Tiếng Anh Marketing: Cải Thiện Điểm NPS với Đội CX – Medium Level
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Listening Quiz: Thuyết Trình Kết Quả Kiểm Toán Tuân Thủ GLP – Advanced Level
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