Table of Contents
BEST IELTS General Reading Test 577
IELTS GENERAL READING TEST 577 – PASSAGE – 2
IELTS GENERAL READING TEST – 577
READING PASSAGE – 2
Staff Bulletin: Greenway Furniture Factory – Health & Safety Guidelines
To all employees of Greenway Furniture Factory:
Please read the following safety procedures carefully. Compliance with these guidelines is mandatory for all workers on the factory floor.
1. Entry and Exit:
All employees must enter through the east gate and check in at the security desk. ID badges must be visibly worn at all times. Exit is permitted only through the main door unless there is an emergency evacuation.
IELTS General Reading Test
2. Protective Gear:
Safety helmets, gloves, ear protection, and steel-toed boots are required in designated zones, including Cutting, Assembly, and Finishing. Eye protection is mandatory in the Sanding Room.
3. Machine Operation:
Only trained staff may operate machinery. Unauthorized use may result in immediate suspension. Machines must be shut down before cleaning or maintenance. If a fault is detected, report it to the floor supervisor immediately.
4. Fire Safety:
Fire extinguishers are placed in every section. Evacuation maps are displayed next to all exit points. The weekly fire alarm test occurs every Friday at 3 PM. Do not exit the building during the test unless instructed to do so.
IELTS General Reading Test
5. Break Times:
Breaks are scheduled as follows:
– Morning break: 10:30 AM – 10:45 AM
– Lunch break: 1:00 PM – 1:30 PM
– Afternoon break: 4:00 PM – 4:10 PM
Eating is only allowed in the cafeteria. Water bottles are permitted in work areas.
6. Injury Reporting:
All injuries, even minor ones, must be reported to the Health & Safety Officer on duty. The First Aid Room is located behind the storage area on Level 1.
Thank you for helping us maintain a safe and efficient work environment.
– Management, Greenway Furniture
IELTS General Reading Test
Questions 15–20
Choose NO MORE THAN TWO WORDS AND/OR A NUMBER for each answer.
Health and Safety Notes – Greenway Furniture
15. Entry to the factory must be made through the ____________.
16. Ear protection is needed in the Assembly area and the ____________ area.
17. Staff are not allowed to clean machines unless they are ____________.
18. Fire alarms are tested weekly at ____________ on Friday.
19. Workers must take lunch only in the ____________.
20. The First Aid Room is near the ____________ on Level 1.
IELTS General Reading Test
Read the text below and answer questions 21-27.
Training Memo: Orion Customer Service Centre – Complaint Handling Procedure
ORION COMMUNICATIONS
Internal Memo: Handling Customer Complaints Effectively
To ensure consistent customer satisfaction, all agents must follow the standard complaint-handling procedure outlined below. This applies to all written, phone, or in-person complaints.
Step 1: Listen & Acknowledge
Remain calm and professional. Allow the customer to explain their issue fully without interruption. Respond with phrases like “I understand your frustration” or “Thank you for bringing this to our attention.”
IELTS General Reading Test
Step 2: Record the Complaint
Enter all details into the Customer Issue Tracker (CIT) immediately. Include the customer’s account number, date, a clear summary of the issue, and any previous contact notes. Incomplete entries may delay resolution.
Step 3: Determine Responsibility
Complaints related to delivery delays, billing issues, and technical faults should be directed to the appropriate team via internal transfer or messaging. Do not attempt to resolve technical complaints without consultation.
IELTS General Reading Test
Step 4: Provide a Timeline
Inform the customer how long the resolution process may take. Most complaints are resolved within 72 hours, though technical issues may take up to 5 business days.
Step 5: Follow-up
After resolution, agents must follow up with the customer to ensure satisfaction. Use the feedback tab in CIT to log any final comments or rating provided.
IELTS General Reading Test
Important Reminders:
– Do not promise specific outcomes.
– Do not escalate a case unless authorised by a supervisor.
– Escalated complaints should be flagged in the system using the red “PRIORITY” tag.
Agents failing to follow the above steps may be subject to retraining.
– Quality Assurance, Orion Centre
Questions 21–27
Do the following statements agree with the information given in Text 2?
Write:
TRUE if the statement agrees with the information
FALSE if the statement contradicts the information
NOT GIVEN if there is no information on this
21. Agents should allow customers to speak without interrupting.
22. Every complaint must include the customer’s delivery date.
23. Staff should avoid fixing technical problems on their own.
24. Customers are guaranteed a resolution within 72 hours.
25. A supervisor must approve all complaint escalations.
26. Agents must check if customers are happy after the issue is resolved.
27. Staff who handle complaints incorrectly may lose their jobs.
IELTS General Reading Test
IELTS General Reading Test
ANSWERS
15. EAST GATE
16. CUTTING
17. TRAINED
18. 3 PM
19. CAFETERIA
20. STORAGE AREA
21. TRUE
22. FALSE
23. TRUE
24. FALSE
25. TRUE
26. TRUE
27. NOT GIVEN
IELTS General Reading Test