Dealing with Customer Complaints Reading Answers

Oct 3, 2023

Dealing with Customer Complaints Reading Answers is a general reading subject that explores about customer complaints. Dealing with Customer Complaints topic is an IELTS reading answers have a total of thirteen questions. The specified topic generates a single type of question: True/False/Not Given. Candidates should read the IELTS Reading passage thoroughly in order to recognize synonyms, identify keywords, and answer the questions below. IELTS reading practice papers, which feature topics such as Research Committed a Crime IELTS Reading Answers. Candidates can use IELTS reading answers to enhance their performance in the reading section.

Check: Get 10 Free IELTS Sample Papers
Check: Register for IELTS Coaching - Join for Free Trial Class Now

Section 1

Read the Passage to Answer the Following Questions

Dealing with Customer Complaints

When a customer complains, it is usually for a good reason. Here are some strategies that will help you handle a customer complaint in a smooth and professional manner. When a customer presents you with a complaint. keep in mind that the issue is not personal. Aiming to win the confrontation accomplishes nothing. He or she has usually made a purchase that did not meet their expectations - a product, service, or maybe a combination of the two. A worker who remains in control of their emotions deals from a position of strength.

Let the customer say what they need to. Respond with phrases such as, 'Hmm', 'I see, and 'Tell me more'. Then be quiet. As the customer expresses their annoyance yet sees you are not reacting, he or she will begin to relax. The customer needs to do this before being able to hear your solution.

When the customer has calmed down and feels you have heard his or her side, start asking questions. Be careful not to give scripted replies but use this as an opportunity to start a genuine conversation, building a relationship of trust with your customer. To help you understand the situation, get as many details as possible.

Take charge of the situation and let the customer know what you are going to do to solve the problem. One thing to keep in mind is that you should know what you can and cannot do within the policy of the business you work for. The cost could be minimal - maybe a simple upgrade on the customer's next purchase or a small gift certificate. A simple gesture like this could result in a word-of-mouth recommendation to others, while making a promise you cannot commit to will only set you back.

Section 2

Questions 23-27
Choose ONE WORD ONLY from the text for each answer.

Strategies for dealing with customer complaints

Strategy	Your approach	The customer...
Stay calm	Remember it is not a direct attack on you. Do not try to (23)........ the argument.	usually had (24)......... that were not fulfilled.
Listen well	Use short phrases in reply.	cannot recognise a (25)............ Until calm
Get the facts	Ask questions and begin a proper conversation	will start to trust you.
Suggest action	Be sure of your company's (26)._____ , on complaints.	may well make a verbal (27)...... in future.

23.

Answer: WIN
Supporting statement: “... keep in mind that the issue is not personal. Aiming to win the confrontation accomplishes nothing.....”
Keywords: issue, confrontation
Keyword location: para 1, LINE 3
Explanation: The issue during the customer's complaint is not a personal topic. Anything said by the executive is not a personal attack. The customer should not focus on winning the argument .

24.

Answer: EXPECTATIONS
Supporting statement: “...He or she has usually made a purchase that did not meet their expectations - a product, service, or maybe a combination of the two.....”
Keywords: expectations, service
Keyword location: para 1, line 4-5
Explanation: The user had bought something and it was not up to the expectations. Hence the customer approached the customer care executive.

25.

Answer: SOLUTION
Supporting statement: “....you are not reacting, he or she will begin to relax. The customer needs to do this before being able to hear your solution.....”
Keywords: reacting, solution
Keyword location: para 2, line 3-4
Explanation: The customer needs to relax himself first. After that the person has to listen to the executive inorder to get to a particular solution.

26.

Answer: POLICY
Supporting statement: “....One thing to keep in mind is that you should know what you can and cannot do within the policy of the business you work for....”
Keywords: policy, business
Keyword location: para 4
Explanation: There are some restrictions on the customer complaints. The customer should read all the policies before taking any decision.

27.

Answer: RECOMMENDATION
Supporting statement: “A simple gesture like this could result………to will only set you back.
Keywords: gestures, recommendation, promise
Keyword location: para 4
Explanation: Lines 4-6 of paragraph 4 explains that a simple gesture can result in a fruitful recommendation. It also says not to break a promise that has been committed.

Read More IELTS Reading Answers