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

The company emphasizes that employee success is closely related to what?

보기

  1. A. Product innovation speed
  2. B. Client contentment levels ✓
  3. C. Internal team collaboration
  4. D. Market share expansion

정답

B. Client contentment levels

해설

📖 지문해석 — Sterling Solutions는 고객의 만족이 회사의 성공과 깊이 연결되어 있다고 강조합니다.
📝 정답이유 — "our success is intrinsically linked to the satisfaction of our clients"라는 문장에서 'our success'(우리의 성공)와 'the satisfaction of our clients'(고객의 만족)가 'intrinsically linked'(본질적으로 연결된)되어 있다고 명시적으로 언급하므로, 직원 성공이 고객 만족도와 관련이 있음을 알 수 있습니다. 'satisfaction of our clients'는 'Client contentment levels'로 가장 잘 바꿔 표현되었습니다.
💡 실전팁 — Part 7에서는 'X is linked to Y', 'X depends on Y'와 같은 '연결' 또는 '의존'을 나타내는 표현을 찾으면 질문의 핵심 내용을 파악하는 데 도움이 됩니다.
📊 오답분석 —
X) Product innovation speed — 지문에 제품 혁신 속도에 대한 언급은 없습니다.
X) Internal team collaboration — 내부 팀 협업은 고객 만족에 기여할 수 있지만, 지문에서 직접적으로 '직원 성공'과 연관 짓는 핵심 요소는 아닙니다.
X) Market share expansion — 시장 점유율 확대는 언급되지 않은 결과일 뿐, 직원 성공과의 직접적인 연관성을 나타내는 표현은 아닙니다.

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