TOEIC 리딩 파트 7 — 문제

지문

Excerpt from the "Sterling Solutions Employee Handbook"

**Section 4: Commitment to Customer Excellence**

At Sterling Solutions, our success is intrinsically linked to the satisfaction of our clients. We pride ourselves on delivering not just exceptional products and services, but also unparalleled customer support. This commitment forms the bedrock of our operations and is the responsibility of every team member.

**4.1 Handling Customer Inquiries and Feedback:**
All customer interactions should be professional, courteous, and prompt. We encourage the proactive solicitation of feedback through various channels. When a customer expresses dissatisfaction or lodges a complaint, it is imperative that all employees, regardless of their role, understand the gravity of the situation and the company's protocol for addressing it.

**4.2 The Complaint Resolution Process:**
1. **Acknowledge and Empathize:** Listen attentively to the customer’s concerns without interruption. Express sincere empathy for their situation.
2. **Gather Information:** Politely request all necessary details pertaining to the issue. Ensure you have a clear understanding of the problem.
3. **Document Thoroughly:** Record the complaint in the designated CRM system, including customer details, the nature of the complaint, and any immediate actions taken.
4. **Escalate Appropriately:** For issues requiring specialized knowledge or managerial intervention, escalate the complaint to the relevant department or supervisor immediately. Do not delay.
5. **Follow-up:** Ensure the customer is kept informed about the progress of the resolution. A timely follow-up demonstrates our commitment to resolving their issues.

**4.3 Service Standards:**
Our service standards are high because we believe in continuous improvement. Every interaction is an opportunity to learn and enhance our offerings. Addressing customer complaints effectively is not merely a reactive measure but a proactive strategy for service enhancement and customer retention. Failure to adhere to these guidelines may result in disciplinary action.

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문제

What should an employee do if a complaint requires expertise beyond their own?

보기

  1. A. Attempt to resolve it independently
  2. B. Inform the customer that the issue cannot be resolved
  3. C. Immediately involve a supervisor or the appropriate department ✓
  4. D. Wait for the customer to request escalation

정답

C. Immediately involve a supervisor or the appropriate department

해설

📖 지문해석 — Sterling Solutions는 고객 만족을 최우선으로 생각하며, 뛰어난 제품 및 서비스뿐만 아니라 탁월한 고객 지원을 제공하는 데 자부심을 느낍니다. 이는 모든 팀원의 책임입니다. 모든 고객 응대는 전문적이고 정중하며 신속해야 합니다.
📝 정답이유 — 지문은 "모든 팀원의 책임"이라고 명시하며 고객 지원의 중요성을 강조합니다. 또한 "모든 고객 상호작용은 전문적이고 정중하며 신속해야 한다"고 규정하므로, 자신의 전문 지식 범위를 넘어선 불만 사항은 즉시 상사나 적절한 부서에 전달하여 신속하고 전문적인 해결을 보장해야 합니다.
💡 실전팁 — Part 7에서는 회사의 정책이나 절차를 묻는 문제가 자주 출제됩니다. ‘책임(responsibility)’, ‘절차(procedure)’, ‘정책(policy)’과 같은 핵심 키워드에 주목하고, 각 직원의 역할과 지침을 명확히 설명하는 부분을 주의 깊게 읽으세요.
📊 오답분석 — X) 스스로 해결하려 한다 — 지침은 전문성 부족 시 다음 단계를 안내하지 않습니다. X) 해결 불가 통보 — 고객 만족을 최우선으로 하는 회사의 원칙에 어긋납니다. X) 고객이 에스컬레이션을 요청할 때까지 기다린다 — 이는 신속성과 전문성을 저해할 수 있습니다.

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