C1ListeningPhần 2
Sentence completion
Âm thanh
Đã nghe 2 lần theo định dạng thi
Complete the sentences with the information you hear.
Giới hạn từ: NO MORE THAN THREE WORDS AND/OR A NUMBER
1Bản ghi âm R1
Alex says they prioritised ________ rather than response time.
2Bản ghi âm R1
Maya implies some quick replies mainly involved ________ to the customer.
3Bản ghi âm R1
To reduce irritation, they created a ________ that follows customers across channels.
4Bản ghi âm R1
The key principle Maya highlights is to ________ when speaking to customers.
5Bản ghi âm R1
Their plug-in signals a problem if a case is transferred more than ________.
6Bản ghi âm R1
Agents can spend up to ________ without seeking approval.
7Bản ghi âm R1
Instead of aiming to ‘delight’ customers, agents were told to reduce ________.
8Bản ghi âm R1
After the changes, escalations fell by ________ in six weeks.