Dealing with customer complaints: a guide for Gray's Discount sales staff Reading Answers is an academic reading answers topic. Dealing with customer complaints: a guide for Gray's Discount sales staff Reading Answers have a total of 7 IELTS questions in total. In the questions, you have to write TRUE, FALSE and NOT GIVEN as per the statements given in the passage. You have to choose NO MORE THAN TWO WORDS AND/OR A NUMBER and choose ONE WORD ONLY from the passage.
Candidates should read the IELTS Reading passage thoroughly to recognize synonyms, identify keywords, and answer the questions below. IELTS Reading practice papers, which feature topics such as Dealing with customer complaints: a guide for Gray's Discount sales staff Reading Answers. Candidates can use IELTS reading practice questions and answers to enhance their performance in the reading section.
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Read the Text Below and Answer Questions
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 allow a customer to become abusive in any way - seek assistance from your manager if this occurs.
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 oy management
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.
Solution and Explantion
Questions 15-21
Choose ONE WORD ONLY 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.
Answer: 10/TEN
Supporting statement:“............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........”
Keywords: customers, make
Keyword Location: para 1
Explanation: This given line clears that dissatisfied customers typically share their grievances with around ten people, instead of directly reporting to the store.
Manner
- Stay calm.
- Remember not to make it 16………..
Answer: PERSONAL
Supporting statement:“..........It is worth bearing in mind that we shouldn't turn it into a personal matter; just address the issue at hand..........”
Keywords: turn it, personaL
Keyword Location: para 2
Explanation: This given line emphasizes that staff should focus on resolving the complaint professionally, without taking it personally, ensuring a calm and objective approach.
- Control your 17……….during conflict
Answer: EMOTIONS
Supporting statement:“.........Take a professional approach if a customer becomes agitated and keep your own emotions in check...........”
Keywords: keep, emotions
Keyword Location: para 2
Explanation: Staff are advised to manage their emotions, maintaining professionalism even when customers are upset, to effectively handle the situation without escalating it.
Steps
- Listen to the customer.
- Allow the customer to 18………
Answer: FINISH
Supporting statement:“...........Listen carefully and attentively to what the customer has to say and let them finish.........”
Keywords: carefully, let
Keyword Location: para 3
Explanation: Employees are encouraged to fully listen to the customer’s complaint without interruption, ensuring the customer feels heard and understood, which can help defuse the situation.
- 19……..can be used to show you're interested.
Answer: QUESTIONS
Supporting statement:“.........The best way of doing this is to ask questions............”
Keywords: way, ask
Keyword Location: para 3
Explanation: Asking questions shows the customer that the staff member is engaged and interested in understanding the problem, which helps in accurately addressing the issue.
- 20……. your understanding of the complaint.
Answer: CHECK
Supporting statement:“..........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..........”
Keywords: them, clear
Keyword Location: para 3
Explanation: It’s important for staff to confirm their understanding of the complaint with the customer, ensuring all aspects of the issue are correctly identified before proposing solutions.
- Acknowledge the problem.
- Offer a solution - 21 ………can be given without asking the manager.
Answer: REPLACEMENT
Supporting statement:“.........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...........”
Keywords: replacement, no need
Keyword Location: para 4
Explanation: Staff can independently offer a replacement for unopened or faulty items, correcting the resolution process and addressing customer complaints without managerial approval.
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