Company In-Person Complaints Process IELTS Reading Answers

Sep 27, 2023

Company In-Person Complaints Process IELTS Reading Answers is a topic of the IELTS general reading topic which includes 13 questions. The specified IELTS topic generates 2 types of questions: true/false/not given and fill in the blanks. Candidates should read the IELTS Reading passage thoroughly in order to recognize synonyms, identify keywords, and answer the questions below. Candidates can further enhance their reading skills by going through IELTS reading practice papers available on the website. Candidates can use IELTS reading topics like While our electrical goods IELTS Reading Answers to enhance their performance in the reading section.

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Section 1

Read the Passage to Answer the Following Questions

Company In-Person Complaints Process

A
While our electrical goods are of the highest standard, issues will arise from time to time. It is important that you handle complaints sensitively professionally. When a customer comes in with one of our products they are having a problem with, how you respond can affect the reputation of the company either positively or negatively. Start by showing the customer that you understand how they feel. You can do this by repeating the problem to the customer. At this point, it's a good idea to quickly check the product to make sure that any problems haven't been caused by incorrect use. If you think that may have happened, politely ask the customer about how the problem came about.

B
Where appropriate, you should then ask the customer if they would like a replacement product. Often, this is enough to resolve the complaint. If the customer refuses the offer, you are authorized to offer a refund. If the original payment was by card, all money returned must go on to the same card. Put the damaged product to one side to be returned to the manufacturer and inform your manager at the earliest opportunity.

C
In rare cases, a customer may wish to take the complaint further. Beside each service counter, you will find a notice that lists the number of the complaints helpline. Draw the customer's attention to this number and explain that the agents there will be able to help them. Some customers prefer not to make use of this service, and at this point you are authorized to allow them to speak to a senior colleague if someone is available. If no-one is available, invite the customer to return at another time.

D
At this point your interaction with the customer will be over, but it is important to remember that maintaining a high level of service depends on you following up on the Complaint. After allowing a reasonable amount of time, probably a few days, call Customer services to check that the complaint has been dealt with.

WORKING FROM Home
E
Working to the Working from Home Policy Page. As we face challenges in the workplace, we need to balance the needs and desires of employees against the company -This Policy finds the right balance and applies across the company, effective immediately.

WHO AND WHEN
F
There are three different types of working from home: occasional, temporary, and permanent. Things come up in everyone's lives, and issues around parenting, transport, medical needs, or even the weather can mean that it's difficult or impossible to get to the office. In most cases, you will be asked to take a day of leave, but those employees in critical positions will need to continue to work from home. Your manager will inform you on the day in question whether your position is critical or not. Please note that all the guidance below regarding cybersecurity still applies to occasional working from home.

G
Employees working from home temporarily (i.e. up to six months) include those on maternity/paternity leave and those with ongoing illness, Pcluding mental health issues. Your manager will arrange status review sessions at least once a month to agree to your working from home situation going forward. If you dispute the manager's assessment of your needs, then contact the Human Resources Department to discuss appealing against the decision.

H
Permanent working from home is available to a very limited number of employees-generally, those who have been employed under the Disability Inclusion Programme. Other employees are entitled to apply for permanent working from home status, but please note that these requests are unlikely to be granted, except in exceptional circumstances.

CYBERSECURITY
I
We take the security of data, both our own and our clients', very seriously. When working from home, you will use your usual username and passcode to access the company stem. All work should be carried out on the company system. You are not allowed to download data onto your home machine to work offline. Anyone doing so will face a disciplinary process.

Section 2

Solution and Explanation
Questions 15-21
Complete the flow-chart below.
Choose NO MORE THAN THREE WORDS from the text for each answer.

The Complaints Process
- A customer reports a problem with a product.
- Demonstrate empathy and understanding by (15)......…
- Check the issue is not due to (16)......... of the product.
- Offer (17)......... if appropriate.
- If a customer declines, ask them if they would like (18)......…
- If a complaint is not resolved, inform the customer about (19)......…
- Allow customers to speak to (20).........if available.
- Follow up by contacting (21).…....... to check the complaint has been resolved.

Question 15:

Answer: repeating the problem
Supporting statement: “...When a customer comes in with one of our products they are having a problem with, how you respond can affect the reputation of the company…”
Keywords: customer, products, respond, reputation, company, positively, negatively
Keyword Location: para A, line 5
Explanation: According to the writer, when a customer comes in with one of our products they are having a problem with, how you respond can affect the reputation of the company either positively or negatively. Start by showing the customer that you understand how they feel. You can do this by repeating the problem to the customer.

Question 16:

Answer: incorrect use
Supporting statement: “...it's a good idea to quickly check the product to make sure that any problems haven't been caused by incorrect use.…”
Keywords: good idea, quickly, check, product, problems, incorrect use
Keyword Location: para A, line 6
Explanation: According to the writer, it's a good idea to quickly check the product to make sure that any problems haven't been caused by incorrect use.

Question 17:

Answer: (A) replacement (product)
Supporting statement: “...Where appropriate, you should then ask the customer if they would like…”
Keywords: appropriate, customer, replacement product, resolve, complaint.
Keyword Location: para B, line 1
Explanation: According to the writer, where appropriate, you should then ask the customer if they would like a replacement product. Often, this is enough to resolve the complaint.

Question 18:

Answer: (A) refund
Supporting statement: “...If the customer refuses the offer, you are authorized to offer a refund…”
Keywords: customer, refuses, offer, authorized, refund
Keyword Location: para B, line 3
Explanation: According to the writer, if the customer refuses the offer to replace the product, you are authorized to offer a refund. If the original payment was by card, all money returned must go on to the same card.

Question 19:

Answer: (the) (complaints) helpline
Supporting statement: “...Beside each service counter, you will find a notice that lists the number of the complaints helpline…”
Keywords: customer, complaint, service counter, complaints helpline, customer's attention, agents
Keyword Location: para C, line 2
Explanation: According to the writer, a customer may wish to take the complaint further. Beside each service counter, you will find a notice that lists the number of the complaints helpline. Draw the customer's attention to this number and explain that the agents there will be able to help them.

Question 20:

Answer: (A) senior colleague
Supporting statement: “...you are authorized to allow them to speak to a senior colleague if someone is available…”
Keywords: speak, senior colleague, invite, customer, return at another time
Keyword Location: para C, line 4
Explanation: According to the writer, some customers prefer not to make use of the helpline number, and at this point you are authorized to allow them to speak to a senior colleague if someone is available. If no-one is available, invite the customer to return at another time.

Question 21:

Answer: customer services
Supporting statement: “...After allowing a reasonable amount of time, probably a few days, call Customer services to check that the complaint has been dealt with…”
Keywords: maintaining, high level of service, following up, Complaint, Customer services
Keyword Location: para D, line 2
Explanation: According to the writer, it is important to remember that maintaining a high level of service depends on you following up on the Complaint. After allowing a reasonable amount of time, probably a few days, call Customer services to check that the complaint has been dealt with

Questions 22-27

Do the following statements agree with the information given in the text?
In boxes 22-27 on your answer sheet, 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

Question 22. The Working from Home Policy should be followed now by all employees.

Answer: true
Supporting statement: “...As we face challenges in the workplace, we need to balance the needs and desires of employees against the company…”
Keywords: challenges, workplace, balance, needs, desires, employees, company
Keyword Location: para E, line 2
Explanation: According to the writer, as we face challenges in the workplace, we need to balance the needs and desires of employees against the company -This Policy finds the right balance and applies across the company, effective immediately.

Question 23. Most employees who are unable to get to the office will be asked to work from home.

Answer: false
Supporting statement: “...In most cases, you will be asked to take a day of leave, but those employees in critical positions will need to continue to work from home…”
Keywords: day of leave, employees, critical positions, work from home
Keyword Location: para F, line 3
Explanation: According to the writer, in most cases, you will be asked to take a day of leave, but those employees in critical positions will need to continue to work from home.

Question 24. Employees working from home will be given a reduced amount of work to do.

Answer: not given
Explanation: No relevant information has been provided in the passage in order to support the said statement. Therefore, we can clearly conclude the statement as an invalid one.

Question 25. Employees who have recently had a baby will be able to work from home.

Answer: true
Supporting statement: “...Employees working from home temporarily (i.e. up to six months) include those on maternity/paternity leave and those with ongoing illness…”
Keywords: Employees, home, temporarily, maternity/paternity leave, ongoing illness, Pcluding, mental health issues
Keyword Location: para G, line 1
Explanation: According to the writer, employees working from home temporarily (i.e. up to six months) include those on maternity/paternity leave and those with ongoing illness, Pcluding mental health issues.

Question 26. Employees must accept their manager's decision about working from home.

Answer: false
Supporting statement: “...Permanent working from home is available to a very limited number of employees-generally…”
Keywords: Permanent working, limited number of employees, Disability Inclusion Programme
Keyword Location: para H, line 1
Explanation: According to the writer, Permanent working from home is available to a very limited number of employees-generally, those who have been employed under the Disability Inclusion Programme.

Question 27. Most employees will probably be refused permission to work from home permanently.

Answer: true
Supporting statement: “...employees are entitled to apply for permanent working from home status…”
Keywords: employees, permanent working, home status, granted, exceptional circumstances
Keyword Location: para H, line 2
Explanation: According to the writer, employees are entitled to apply for permanent working from home status, but please note that these requests are unlikely to be granted, except in exceptional circumstances.