C1ListeningBahagian 2
Sentence completion
Main audio
Didengar 2x dalam format peperiksaan
Complete the sentences with the information you hear.
Had perkataan: NO MORE THAN THREE WORDS AND/OR A NUMBER
1Rakaman R1
Alex says they prioritised ________ rather than response time.
2Rakaman R1
Maya implies some quick replies mainly involved ________ to the customer.
3Rakaman R1
To reduce irritation, they created a ________ that follows customers across channels.
4Rakaman R1
The key principle Maya highlights is to ________ when speaking to customers.
5Rakaman R1
Their plug-in signals a problem if a case is transferred more than ________.
6Rakaman R1
Agents can spend up to ________ without seeking approval.
7Rakaman R1
Instead of aiming to ‘delight’ customers, agents were told to reduce ________.
8Rakaman R1
After the changes, escalations fell by ________ in six weeks.