BEST IELTS General Reading Test 472

BEST IELTS General Reading Test 472

IELTS General Reading Test

Dealing with customer complaints: a guide for Gray’s Discount sales staff

An opportunity to improve

While we do our best to provide our customers with top-quality products and service, there will inevitably be occasional complaints. We need to look at these complaints as opportunities to make things right. The vast majority of customers who complain have reasonable grounds for doing so and we should be grateful that they do; the majority of unhappy customers will not make a complaint to us but will instead make it known to approximately ten people, as well as possibly complaining online.

A professional approach

Some complaints can be delivered forcefully and angrily. It is a challenge to remain calm in such situations, but this is what we, as staff, must do. It is worth bearing in mind that we shouldn’t turn it into a personal matter; just address the issue at hand. Take a professional approach if a customer becomes agitated and keep your own emotions in check. This does not mean you should al low a customer to become abusive in any way – seek assistance from your manager if this occurs.

IELTS General Reading Test

Finding out what’s wrong

Listen carefully and attentively to what the customer has to say and let them finish. Sometimes people just want to be heard. Ensure you know the exact nature of the problem and show the customer you want to know what happened; the best way of doing this is to ask questions. Before you can present the customer with options for a solution, you need to check with them that you have a clear picture of why they are complaining.

Providing solutions

When the customer has given you all the details, be sure to acknowledge the issue (this does not necessarily mean accepting full blame). If the customer has not opened an item or the item is faulty, give them a replacement if that is what they request. There is no need to have this approved by a manager but note it in the diary in the office and put faulty items in the returns bay. However, if the customer requests a refund, you will need to have this processed by management.

IELTS General Reading Test

In the case of ongoing or more serious complaints, it may be wise to follow up with a phone call or email to make sure the customer is satisfied with the outcome.

Choose ONE WORD ONLY from the text for each answer.

Dealing with customer complaints

Background

– Customers usually have good reasons to complain.

– Most dissatisfied customers don’t complain to store but tell around 15………..… others and complain on the internet.

IELTS General Reading Test

Manner

– Stay calm.

– Remember not to make it 16………..….

– Control your 17………..… during conflict.

Steps

– Listen to the customer.

– Allow the customer to 18………..… .

– 19………..… can be used to show you’re interested.

– 20………..… your understanding of the complaint.

IELTS General Reading Test

– Acknowledge the problem.

– Offer a solution – 21………..… can be given without asking the manager.

– Must ask the manager for other transactions.

– Follow up if appropriate.

Safety gear in the construction industry – the responsibility of employers and employees

Even in a highly-regulated area of work, accidents can still occur. Safety precautions must be in place to limit these accidents, and enforcing the wearing of safety gear can make the world of difference.

Employers must

– ensure that safety gear (see below) is worn by all workers on site.

– provide safety gear that is suitable for the nature of the work being done.

– provide safety gear of an appropriate size for each worker.

– ensure employees are trained and instructed in how to use / wear safety gear correctly.

IELTS General Reading Test

Employees must

– wear safety gear in the course of their work on site.

– not misuse or intentionally cause damage to safety gear.

– inform the employer if safety gear is worn out or damaged.

Head

Hard hats are compulsory at all times on site to shield the head from falling objects and bumps. They also offer protection from rain, direct sun and electric shocks. Hard hats and helmets are available with built-in ventilation for those working underground or in tight spaces.

IELTS General Reading Test

Eyes

This is a sensitive area, requiring the utmost protection, whether that be goggles or a transparent visor attached to a helmet. Protection should always be worn when working around smoke, extreme winds or in an area where hazardous chemicals are used or kept.

Body

Reflective safety vests are used to ensure high visibility on site. They may also be flame-retardant and breathable as the situation demands.

IELTS General Reading Test

Hands

Almost all construction work requires the active use of hands; hence, proper precautions are required to avoid common injuries. Well-fitting safety gloves help protect hands from the most common hazard: lacerations. Other dangers include temperature extremes or anything that causes burns.

Feet

Closed-toe shoes with steel caps are a must to protect against falling objects, dangerous substances and heavy equipment. Rubber soles are also advised as many accidents happen due to slips.

Choose ONE WORD ONLY from the text for each answer.

22. Employers in the construction industry have to make sure that workers have safety gear that is the right ……………………………………..

23. Head gear may come with ……………………………………. for enclosed places.

24. Employees working with dangerous ……………………………………. need to protect their eyes.

25. ……………………………………. and, therefore, safety is improved by wearing a reflective vest.

26. Burns to the hands occur less frequently than …………………………………….

27. ……………………………………. can be avoided by wearing the proper footwear.

IELTS General Reading Test

SEE MORE POSTS>>

BEST IELTS General Reading Test 472

Get Latest IELTS Books

IELTS General Reading Test

15. 10/TEN

16. PERSONAL

17. EMOTIONS

18. FINISH

19. QUESTIONS

20. CHECK

21. REPLACEMENT

22. SIZE

23. VENTILATION

24. CHEMICALS

25. VISIBILITY

26. LACERATIONS

27. SLIPS

IELTS General Reading Test

0 0 votes
Article Rating
Subscribe
Notify of
guest

0 Comments
Oldest
Newest Most Voted
Inline Feedbacks
View all comments

Best Hot Selling Books | Get Discount upto 20%

X
error: Content is protected !!
0
Would love your thoughts, please comment.x
()
x