TOEIC 聽力 Part 3 — 題目
段落
Man: Welcome everyone to today's training session. We're here to focus on enhancing our customer service, specifically for our grocery delivery service. We've seen a lot of feedback lately about delivery times and order accuracy. Woman 1: I've noticed that too. Some customers are complaining about produce arriving bruised. Man: Exactly. So today, we'll go over some new protocols for handling fresh items and how to respond effectively to customer complaints. We'll also cover efficient routing to minimize delays. Woman 2: That sounds really helpful. I want to make sure our customers have the best possible experience, especially when they're ordering fresh groceries. Man: That's the spirit. Our goal is to ensure satisfaction and build loyalty, which is crucial for a competitive grocery delivery service. Let's start by reviewing the key performance indicators from last quarter.
題目
What is the immediate next step mentioned by the man?
選項
- A. Discussing new delivery protocols
- B. Reviewing key performance indicators ✓
- C. Handling customer complaints
- D. Analyzing customer feedback
正確答案
B. Reviewing key performance indicators
解析
📖 文章翻譯 — 歡迎各位來到今天的訓練。我們在此聚焦於提升客戶服務，特別是針對我們的生鮮雜貨配送服務。我們最近收到許多關於配送時間和訂單準確性的回饋。我也有注意到，有些顧客抱怨收到的蔬果有破損。沒錯，所以今天我們要討論處理生鮮物品的新規定，以及如何有效回應顧客的抱怨。我們也會涵蓋為求最短延遲的有效路線規劃。這聽起來很有幫助，我想確保我們的顧客都能獲得最好的...
📝 答案解析 — 男士在開頭說：「所以今天，我們將會討論一些處理生鮮品的新規定，以及如何有效回應顧客抱怨。」這明確指出了訓練的兩個重點，其中「討論新規定」是關於生鮮品的，而「處理顧客抱怨」也緊接著被提及。因此，討論新的配送規範（Discussing new delivery protocols）是接下來要進行的具體步驟。
💡 應試技巧 — 當聽到對話中有「So today...」或類似的引導語，務必仔細聽後面的內容，這通常會直接點明接下來的行動或會議主題。
📊 錯誤選項分析 — X) 檢討關鍵績效指標 (Reviewing key performance indicators) — 對話中沒有提到任何關於 KPI 的內容。 X) 處理顧客抱怨 (Handling customer complaints) — 雖然有提到，但「討論新的配送規範」是被置於更前面的、更具體的首要討論行動。 X) 分析顧客回饋 (Analyzing customer feedback) — 對話提到「收到許多回饋」，但重點在於「如何改進」，而非僅僅「分析」。