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Listening Quiz: Quản Lý Cơ Chế Khiếu Nại Của Người Thụ Hưởng – Medium Level
Th3 8, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Nhân viên hỗ trợ phát triển (English for Development Aid Worker)
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1.
What is the main topic of Mia and Daniel’s conversation?
A marketing plan for an upcoming event
The benefits of regular team meetings
How to train new employees in customer service
Daniel’s step-by-step way of handling beneficiary complaints
Explanation:
The conversation is about how Daniel manages complaints from beneficiaries using a clear, step-by-step process.
2.
What does Daniel do first when he receives a complaint?
He replies within three days
He updates the complainant regularly
He reviews it with the team
He receives it politely and records details
Explanation:
Daniel says that the first step is to receive the complaint politely and record details.
3.
How soon does Daniel’s team reply to the beneficiary?
Within three days
After the issue is solved
Within one week
Within one day
Explanation:
Daniel explains that they reply within three days to keep trust.
4.
What can be inferred about Daniel’s complaints process?
It only works when the team ignores the complaint
It is focused mainly on reducing the number of beneficiaries
It does not involve any review of the complaint
It is designed to keep beneficiaries informed and trust the system
Explanation:
Daniel says they respond within three days, update the complainant regularly, and improve the process based on feedback, which suggests the process is meant to keep beneficiaries informed and maintain trust.
5.
How does Daniel make sure the complaints system works well?
He waits for beneficiaries to call back
He stops recording complaints after the first review
He asks the complainant to solve the issue alone
He checks feedback and improves the process often
Explanation:
Daniel says they check feedback and improve their process often.
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Listening Lesson
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