BEST IELTS General Reading Test 337

BEST IELTS General Reading Test 337

IELTS GENERAL READING TEST 337 – PASSAGE – 2

IELTS General Reading Test

IELTS GENERAL READING TEST – 337

READING PASSAGE – 2

Read the text below and answer Questions 15-21.

COMPANY IN-PERSON COMPLAINTS PROCESS

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 01 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.

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 authorised 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.

IELTS General Reading Test

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 authorised 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.

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.

IELTS General Reading Test

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 customer declines, ask them if they would like (18)………

– If complaint is not resolved, inform customer about (19)………

– Allow customer to speak to (20)………if available.

– Follow up by contacting (21)……… to check complaint has been resolved.

IELTS General Reading Test

Read the text below and answer Questions 22-27.

WORKING FROM Home

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

WHO AND WHEN

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.

IELTS General Reading Test

Employees working from home temporarily (i.e. up to six months) include those on maternity/paternity leave and those with ongoing illness, including 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.

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.

IELTS General Reading Test

CYBERSECURITY

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 system. All work should be carried out on the company system. You are not allowed to download data onto your home machine to work on offline. Anyone doing so will face a disciplinary process.

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

IELTS General Reading Test

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

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

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

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

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

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

IELTS General Reading Test

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BEST IELTS General Reading Test 337

ANSWERS

15. REPEATING THE PROBLEM

16. INCORRECT USE

17. (A) REPLACEMENT (PRODUCT)

18. (A) REFUND

19. (THE) (COMPLAINTS) HELPLINE

20. (A) SENIOR COLLEAGUE

21. CUSTOMER SERVICES

22. TRUE

23. FALSE

24. NOT GIVEN

25. TRUE

26. FALSE

27. TRUE

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