Dealing With Customer Complaints: A Guide For Gray’s Discount Sales Staff & Safety Gear In The Construction Industry – The Responsibility Of Employers And Employees - IELTS Reading Answers & Explanations
From IELTS Trainer 2 General Training Reading Test 5 · Part 2 · Questions 15–27
Reading Passage
You should spend about 20 minutes on Questions 15-27, which are based on Reading Passage 2. Read the text below and answer Questions 15-21.
Dealing with customer complaints: a guide for Gray's Discount sales staff
An opportunity to improve
While we do our best to provide our customers with top-quality products and service, there will inevitably be occasional complaints. We need to look at these complaints as opportunities to make things right. The vast majority of customers who complain have reasonable grounds for doing so and we should be grateful that they do; the majority of unhappy customers will not make a complaint to us but will instead make it known to approximately ten people, as well as possibly complaining online.
A professional approach
Some complaints can be delivered forcefully and angrily. It is a challenge to remain calm in such situations, but this is what we, as staff, must do. It is worth bearing in mind that we shouldn't turn it into a personal matter; just address the issue at hand. Take a professional approach if a customer becomes agitated and keep your own emotions in check. This does not mean you should allow a customer to become abusive in any way - seek assistance from your manager if this occurs.
Finding out what's wrong
Listen carefully and attentively to what the customer has to say and let them finish. Sometimes people just want to be heard. Ensure you know the exact nature of the problem and show the customer you want to know what happened; the best way of doing this is to ask questions. Before you can present the customer with options for a solution, you need to check with them that you have a clear picture of why they are complaining.
Providing solutions
When the customer has given you all the details, be sure to acknowledge the issue (this does not necessarily mean accepting full blame). If the customer has not opened an item or the item is faulty, give them a replacement if that is what they request. There is no need to have this approved by a manager but note it in the diary in the office and put faulty items in the returns bay. However, if the customer requests a refund, you will need to have this processed by management.
In the case of ongoing or more serious complaints, it may be wise to follow up with a phone call or email to make sure the customer is satisfied with the outcome.
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Read Reading Passage 2 and answer Questions 22-27.
Safety gear in the construction industry – the responsibility of employers and employees
Even in a highly-regulated area of work, accidents can still occur. Safety precautions must be in place to limit these accidents, and enforcing the wearing of safety gear can make the world of difference.
Employers must
- ensure that safety gear (see below) is worn by all workers on site.
- provide safety gear that is suitable for the nature of the work being done.
- provide safety gear of an appropriate size for each worker.
- ensure employees are trained and instructed in how to use / wear safety gear correctly.
Employees must
- wear safety gear in the course of their work on site.
- not misuse or intentionally cause damage to safety gear.
- inform the employer if safety gear is worn out or damaged.
Head
Hard hats are compulsory at all times on site to shield the head from falling objects and bumps. They also offer protection from rain, direct sun and electric shocks. Hard hats and helmets are available with built-in ventilation for those working underground or in tight spaces.
Eyes
This is a sensitive area, requiring the utmost protection, whether that be goggles or a transparent visor attached to a helmet.
Protection should always be worn when working around smoke, extreme winds or in an area where hazardous chemicals are used or kept.
Body
Reflective safety vests are used to ensure high visibility on site. They may also be flame-retardant and breathable as the situation demands.
Hands
Almost all construction work requires the active use of hands; hence, proper precautions are required to avoid common injuries. Well-fitting safety gloves help protect hands from the most common hazard: lacerations. Other dangers include temperature extremes or anything that causes burns.
Feet
Closed-toe shoes with steel caps are a must to protect against falling objects, dangerous substances and heavy equipment. Rubber soles are also advised as many accidents happen due to slips.
Questions
Questions 15–21 Note Completion
Complete the notes below.
Choose ONE WORD ONLY from the text for each answer.
Dealing with customer complaints
Background
- Customers usually have good reasons to complain.
- Most dissatisfied customers don't complain to store but tell around 15 others and complain on the internet.
Manner
- Stay calm.
- Remember not to make it 16.
- Control your 17 during conflict.
Steps
- Listen to the customer.
- Allow the customer to 18.
- 19 can be used to show you're interested.
- 20 your understanding of the complaint.
- Acknowledge the problem.
- Offer a solution - 21 can be given without asking the manager.
- Must ask the manager for other transactions.
- Follow up if appropriate.
Questions 22–27 Sentence Completion
Complete the sentences below.
Choose ONE WORD ONLY from the text for each answer.
- Employers in the construction industry have to make sure that workers have safety gear that is the right 22.
- Head gear may come with 23 for enclosed places.
- Employees working with dangerous 24 need to protect their eyes.
- 25 and, therefore, safety is improved by wearing a reflective vest.
- Burns to the hands occur less frequently than 26.
- 27 can be avoided by wearing the proper footwear.
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q15 | 10 / ten | the majority of unhappy customers will not make a complaint to us but will instead make it known to approximately ten people, as well as possibly complaining online | Excerpt/Passage Explanation: The passage says that most people who are not happy with a product do not tell the store directly; instead, they tell about 10 other people and maybe post about it on the internet. Answer Explanation: The answer is the number 10 (or ten), which represents how many people a dissatisfied customer might tell about their bad experience. Reason For Correctness: The correct answer is derived from the section describing customer behavior when they are unhappy. The text states that while most don't complain directly to the store, they will tell "approximately ten people." In the notes, the word "around" is a synonym for "approximately," and "others" refers to the "people" mentioned in the text. |
| Q16 | personal | It is worth bearing in mind that we shouldn't turn it into a personal matter; just address the issue at hand | Excerpt/Passage Explanation: The passage tells the workers that they should not treat the customer's complaint like a private fight. Instead, they should only talk about and fix the specific problem the customer has. Answer Explanation: The answer means that staff members should not take a customer's complaint as an attack on them as a person. Reason For Correctness: The correct answer is extracted from the section titled 'A professional approach'. This part of the text advises employees on how to act when a customer is angry. It says staff should not turn the situation into a 'personal' matter but should instead focus on the work problem. In this context, 'not making it personal' means keeping the conversation professional rather than emotional or private. |
| Q17 | emotions | Take a professional approach if a customer becomes agitated and keep your own emotions in check | Excerpt/Passage Explanation: The passage explains that if a customer is nervous or angry, staff should stay calm and control their own feelings. Answer Explanation: The answer "emotions" refers to the feelings that a staff member might have, such as anger or frustration, when a customer is unhappy. Reason For Correctness: The correct answer is "emotions" because the text instructs staff to "keep your own emotions in check" when dealing with an upset customer. In this context, "in check" means to control or limit something. This matches the note which tells staff to control their feelings during a conflict. |
| Q18 | finish | Listen carefully and attentively to what the customer has to say and let them finish | Excerpt/Passage Explanation: The passage tells staff members to listen very well to the customer and allow the customer to reach the end of what they are saying before the staff member speaks. Answer Explanation: The answer 'finish' means to complete an action or to stop talking because everything has been said. Reason For Correctness: The correct answer is 'finish' because the guide instructs staff members to listen to the customer and let them say everything they need to say without being interrupted. In the passage, under the section 'Finding out what's wrong', it specifically tells the staff to 'let them finish' after listening to what the customer has to say. |
| Q19 | questions | Ensure you know the exact nature of the problem and show the customer you want to know what happened; the best way of doing this is to ask questions | Excerpt/Passage Explanation: The passage says that to show a customer you care about hearing the details of their problem, you should ask them questions. Answer Explanation: The answer is the word 'questions', which refers to bits of information you ask someone to find out more about their problem. Reason For Correctness: The correct answer is 'questions' because the text explains that asking them is the best way to prove to a customer that you want to understand their situation. In the passage, showing the customer you want to know what happened is synonymous with showing that you are interested in their issue. |
| Q20 | check | Before you can present the customer with options for a solution, you need to check with them that you have a clear picture of why they are complaining | Excerpt/Passage Explanation: The passage explains that staff should confirm with the customer that they understand the issue clearly before they try to solve it. Answer Explanation: The answer "check" means to confirm or make sure that you have the correct information about the customer's problem. Reason For Correctness: The correct answer is "check" because the text advises staff to verify their understanding with the customer before offering options for a solution. It uses the phrase "check with them" to mean confirming that the staff member has a "clear picture" (which is a synonym for "understanding") of why the customer is unhappy. |
| Q21 | replacement | If the customer has not opened an item or the item is faulty, give them a replacement if that is what they request. There is no need to have this approved by a manager | Excerpt/Passage Explanation: The passage states that if a customer asks for a new item to replace an old or broken one, the staff can just give it to them. They do not have to ask their boss for permission first. Answer Explanation: The answer is 'replacement', which means giving a new item to a customer to take the place of one that is broken or not wanted. Reason For Correctness: The correct answer is 'replacement' because the text explains the rules for solving a customer's problem. According to the section on 'Providing solutions', if a customer wants a new item to replace a bad one, staff can give it to them right away. The text mentions that staff do not need to get permission or have this 'approved' by their manager before doing so. |
| Q22 | size | provide safety gear of an appropriate size for each worker | Excerpt/Passage Explanation: The passage states that it is the employer's job to give workers safety equipment that fits them properly based on their body measurements. Answer Explanation: The answer 'size' refers to how big or small the safety equipment is, ensuring it fits the worker correctly. Reason For Correctness: The correct answer is 'size' because the text lists employer duties in the construction industry. One specific duty is ensuring that the safety gear given to workers is suitable for their bodies. In the text, the word 'appropriate' acts as a synonym for 'right,' and it is used to describe the 'size' of the gear. |
| Q23 | ventilation | Hard hats and helmets are available with built-in ventilation for those working underground or in tight spaces | Excerpt/Passage Explanation: The passage states that some safety hats for the head have built-in holes or systems for air to move (ventilation) which are used by workers in cramped or underground areas. Answer Explanation: The answer, ventilation, refers to a system or opening that allows fresh air to enter a closed space. Reason For Correctness: The correct answer is 'ventilation' because the passage specifically mentions that hard hats and helmets (head gear) can include 'built-in ventilation' for people working in 'tight spaces' or 'underground'. In the question, 'enclosed places' is a synonym for 'tight spaces' or working 'underground'. Therefore, the feature provided for these specific environments is ventilation. |
| Q24 | chemicals | Protection should always be worn when working around smoke, extreme winds or in an area where hazardous chemicals are used or kept | Excerpt/Passage Explanation: The passage states that workers must wear gear to protect their eyes whenever they are working near things like smoke, strong wind, or dangerous chemicals. Answer Explanation: The answer "chemicals" refers to harmful liquids or substances that can hurt a person's eyes. Reason For Correctness: The correct answer is "chemicals" because the text mentions that eye protection must be worn when working in areas where "hazardous chemicals" are present. In the question, the word "dangerous" is used instead of "hazardous," but they have the same meaning. |
| Q25 | visibility | Reflective safety vests are used to ensure high visibility on site | Excerpt/Passage Explanation: The passage explains that workers wear shiny or bright vests so that everyone can see them clearly while they are working at the construction site. Answer Explanation: The answer 'visibility' refers to how easily a person can be seen by others. Reason For Correctness: The correct answer is 'visibility' because the portion of the text about body protection explains that reflective safety vests are used specifically to make workers easy to see. The text uses the phrase 'high visibility' to describe what the vests provide, which aligns with the sentence's point about how the vests improve safety. |
| Q26 | lacerations | Well-fitting safety gloves help protect hands from the most common hazard: lacerations. Other dangers include temperature extremes or anything that causes burns | Excerpt/Passage Explanation: The passage explains that cuts (lacerations) are the danger workers face most often. It then mentions that there are other risks, such as very hot or cold temperatures and items that cause burns. Answer Explanation: The answer is lacerations, which means deep cuts or tears in the skin. Reason For Correctness: The correct answer is lacerations because the passage describes these as the most common hazard (biggest danger) to the hands. It lists other dangers like burns as separate, less common risks. Therefore, if lacerations are the most common, items like burns must happen less frequently. |
| Q27 | slips | Rubber soles are also advised as many accidents happen due to slips | Excerpt/Passage Explanation: The passage suggests using shoes with rubber bottoms because a lot of accidents in construction are caused by sliding on the ground. Answer Explanation: The answer is slips, which means to slide accidentally and lose one’s balance. Reason For Correctness: The correct answer is slips because the passage mentions that wearing footwear with rubber soles is a good idea to prevent accidents. It specifically states that these accidents happen because people lose their balance and slide, which is called a slip. |