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Listening Quiz: Phản hồi các đánh giá tiêu cực trên mạng – Advanced Level
Th9 30, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý nhà hàng (English for Restaurant Manager)
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1.
What is the main purpose of the conversation?
To review employee schedules for next week
To compare different customer service software
To plan a new advertising campaign
To discuss how to respond to negative online reviews
Explanation:
Emma and William talk about negative reviews and how to respond politely, apologize, and offer help.
2.
What problems did the customers mostly complain about?
Slow service and rude staff
Late deliveries and damaged products
High prices and poor website design
Missing receipts and unclear store hours
Explanation:
Emma says the complaints were mostly about slow service and rude staff.
3.
What does William suggest Emma should do in the response?
Ignore the comments and wait a week
Write a message apologizing sincerely
Ask customers to stop posting reviews
Explain that the customers are wrong
Explanation:
William directly tells Emma to write a message apologizing sincerely.
4.
What attitude should Emma’s responses show?
Polite and calm
Humorous and casual
Brief and emotional
Defensive and firm
Explanation:
Emma says she will keep the tone polite and calm, and William also says not to argue or blame.
5.
What does William say will help build trust and improve their image?
Offering coupons to everyone
Delaying the replies until next month
Arguing with the reviewers
Thanking customers for feedback
Explanation:
William says, ‘Always thank them for feedback. This builds trust and improves our image.’
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