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 is the company refining to prevent future issues?

選項

  1. A. Their invoicing system
  2. B. Their customer service protocols
  3. C. Their data backup procedure ✓
  4. D. Their premium service offerings

正確答案

C. Their data backup procedure

解析

📖 文章翻譯 —
女：您好，這裡是 TechSolutions 的 Sarah，請問有什麼可以為您服務的嗎？
男：您好 Sarah，我叫 John Smith。我打電話來是關於發票號碼 789-B 的。我今天收到，但似乎有出入。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：噢，我明白了。請讓我查一下您的帳戶。能否請您確認一下您帳戶關聯的電子郵件地址？
男：是 john.smith@email.com。
女：謝謝您，Smith 先生。我已找到您的帳戶。我確實看到您被收取了高級服務的費用。我對此深感抱歉。

📝 答案解析 —
正確答案是「他們的帳單系統」。對話中，顧客（John Smith）發現他被收取了購買的高級雲端儲存服務費用，但實際上他只訂閱了基本方案，這明確指出帳單系統有誤，導致了不正確的收費。顧客的投訴直接指向帳單的「discrepancy」（出入）。

💡 應試技巧 —
聽到「discrepancy」（出入）和「charged for... but only signed up for...」（被收取...費用但只訂閱了...）的抱怨時，留意描述問題來源的關鍵字，這通常指向相關的系統或流程，如帳單、服務或客戶支援。

📊 錯誤選項分析 —
X) 他們的客戶服務協議 — 客戶抱怨的是帳單上的收費錯誤，而非客服人員提供的服務流程或協議本身。
X) 他們的數據備份程序 — 對話內容完全沒有提及數據備份，也與帳單上的錯誤無關。
X) 他們的高級服務內容 — 客戶並未質疑高級服務的內容，而是抱怨被錯誤地收取了費用。

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