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Orion Customer Service Center- Complaint Handling Procedure Reading Answers

Bhaskar Das

Sep 1, 2025

Orion Customer Service Center- Complaint Handling Procedure Reading Answers contains 7 questions and belongs to the assessment system of the IELTS General Reading test. Orion Customer Service Center- Complaint Handling Procedure Reading Answers must be answered within 10 minutes. In this IELTS reading section, question types include: Do the following statements agree with the information given in Text 2?

Orion Customer Service Center- Complaint Handling Procedure Reading Answers offers a comprehensive overview of Orion Communications, which outlines a five-step procedure for agents to handle customer complaints professionally, ensure accurate documentation, timely resolution, and mandatory follow-up. To practice similar reading tests, candidates can refer to the IELTS Reading Practice Test section.

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Topic:

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.”

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.

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.

Important Reminders:

  • Do not promise specific outcomes.

  • Do not escalate a case unless authorized.

  • 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.

Answer: TRUE

Supporting statement: “Allow the customer to explain their issue fully without interruption.”

Keywords: explain fully, without interruption

Keyword Location: Step 1, Line 2

Explanation: The memo clearly instructs agents to let customers speak without interruption, confirming the statement.

22. Every complaint must include the customer's delivery date.

Answer: FALSE

Supporting statement: “Include the customer’s account number, date, a clear summary of the issue, and any previous contact notes.”

Keywords: account number, date, summary

Keyword Location: Step 2, Line 2

Explanation: The list of required complaint details does not include the customer’s delivery date, making the statement incorrect.

23. Staff should avoid fixing technical problems on their own.

Answer: TRUE

Supporting statement: “Do not attempt to resolve technical complaints without consultation.”

Keywords: resolve technical complaints, without consultation

Keyword Location: Step 3, Line 3

Explanation: Staff are explicitly told not to fix technical problems independently, supporting the statement.

24. Customers are guaranteed a resolution within 72 hours.

Answer: FALSE

Supporting statement: “Most complaints are resolved within 72 hours, though technical issues may take up to 5 business days.”

Keywords: most complaints, within 72 hours

Keyword Location: Step 4, Line 2

Explanation: A 72-hour resolution is not guaranteed; it’s typical, but some issues take longer. Hence, the statement is false.

25. A supervisor must approve all complaint escalations.

Answer: TRUE

Supporting statement: “Do not escalate a case unless authorized.”

Keywords: escalate, unless authorized

Keyword Location: Important Reminders, Line 2

Explanation: Escalation requires authorization, implying a supervisor (or equivalent authority) must approve it.

26. Agents must check if customers are happy after the issue is resolved.

Answer: TRUE

Supporting statement: “After resolution, agents must follow up with the customer to ensure satisfaction.”

Keywords: follow up, ensure satisfaction

Keyword Location: Step 5, Line 1

Explanation: Agents are required to check customer satisfaction post-resolution, confirming the statement.

27. Staff who handle complaints incorrectly may lose their jobs.

Answer: NOT GIVEN

Explanation: The memo mentions retraining but says nothing about losing jobs, so this is not given.

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*The article might have information for the previous academic years, please refer the official website of the exam.

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