TOEIC 聽力 Part 3 — 題目

段落

Woman: Thank you for calling TechSolutions, this is Sarah. How may I help you?
Mans: Hi Sarah, my name is John Smith. I'm calling about invoice number 789-B. I received it today, and there seems to be a discrepancy. I was charged for the premium cloud storage service, but I only signed up for the basic package.
Woman: Oh, I see. Let me pull up your account. Could you please confirm the email address associated with your account?
Mans: It's john.smith@email.com.
Woman: Thank you, Mr. Smith. I've found your account. I do see that you were indeed charged for the premium service. I sincerely apologize for this error. It seems like there was a glitch during the recent system update. We're still refining our data backup procedure to prevent such issues.
Mans: A glitch? So, I'm being charged for something I didn't order because of a system glitch?
Woman: To be clear, you were charged incorrectly. The premium service was added to your account in error. I will process a refund for the difference immediately. You should see the corrected amount reflected in your account within 2-3 business days. Would you like to retain the basic package?
Mans: Yes, please. Just make sure I'm only charged for that going forward.
Woman: Absolutely. I've adjusted your subscription to the basic package and initiated the refund. Again, I apologize for the inconvenience, Mr. Smith.
Mans: Alright. Thank you for resolving this, Sarah.
Woman: You're welcome. Please don't hesitate to call back if you have any further questions.

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題目

What action will the agent take immediately?

選項

  1. A. Send a new invoice
  2. B. Cancel the customer's account
  3. C. Process a refund for the overcharge ✓
  4. D. Investigate the system glitch further

正確答案

C. Process a refund for the overcharge

解析

📖 文章翻譯 — 女性：「您好，感謝致電 TechSolutions，我是 Sarah。請問有什麼可以幫您的嗎？」
男性：「你好 Sarah，我叫 John Smith。我打電話來是關於發票號碼 789-B 的事。我今天收到發票，其中似乎有些差異。我被收取了高級雲端儲存服務的費用，但我只訂閱了基本方案。」
女性：「哦，我明白了。請讓我查一下您的帳戶。您能否確認一下與您帳戶相關的電子郵件地址？」
男性：「是 john.smith@email.com。」
女性：「謝謝您，Smith 先生。我已經找到您的帳戶了。我確實看到您被收取了高級服務的費用。我為此深感抱歉。」

📝 答案解析 — 正確答案是「處理多收費用的退款」。對話中，客服人員 Sarah 確認了客戶 John Smith 被多收取了高級雲端儲存服務的費用，並為此道歉。她的下一句話「I sincerely apologize」暗示她會採取行動修正這個錯誤，而處理退款是最直接的解決方式。

💡 應試技巧 — 聽到客戶指出帳單錯誤（discrepancy, charged for premium... but only signed up for basic）以及客服人員道歉（apologize）時，預期下一步行動會是修正錯誤，例如退款或重新開立帳單。

📊 錯誤選項分析 —
X) 發送新發票 — 雖然可能最後需要，但最直接的行動是處理已發生的多收費用。
X) 取消客戶帳戶 — 客戶是抱怨帳單錯誤，而非要求取消服務。
X) 進一步調查系統故障 — 客戶只表達了帳單問題，尚未需要客服深入調查系統。

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