TOEIC 閱讀 Part 7 — 題目

段落

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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題目

What is the CRM system used for?

選項

  1. A. Training new employees on complaint handling
  2. B. Tracking customer complaints and actions taken ✓
  3. C. Scheduling follow-up calls with clients
  4. D. Analyzing product defect trends

正確答案

B. Tracking customer complaints and actions taken

解析

📖 文章翻譯 — Sterling Solutions 的成功與客戶的滿意度密不可分。我們不僅為客戶提供卓越的產品與服務，更注重無與倫比的客戶支援。這份承諾是我們營運的基石，也是每位團隊成員的責任。4.1 處理客戶諮詢與意見回饋：所有客戶互動都應專業、有禮且迅速。我們鼓勵主動徵詢客戶意見……CRM 系統用於追蹤客戶投訴與已採取的行動。
📝 答案解析 — 正確答案是「追蹤客戶投訴與已採取的行動」。文章提到「我們鼓勵主動徵詢客戶意見」，這暗示 CRM 系統用於記錄客戶的意見和互動。雖然文章沒有直接點名「CRM」，但「處理客戶諮詢與意見回饋」這段文字直接關聯到 CRM 系統的功能，特別是追蹤和管理客戶互動。
💡 應試技巧 — 閱讀與問題相關的句子時，尋找與「客戶」、「意見」、「追蹤」、「處理」等關鍵字相關的動詞或名詞，這通常指向 CRM 系統的用途。
📊 錯誤選項分析 — X) 訓練新員工處理投訴 — 文章未提及訓練內容。 X) 安排與客戶的後續通話 — 文章未提及安排特定類型的通話。 X) 分析產品缺陷趨勢 — 文章重點在客戶互動，而非產品本身。

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