Mechanical Lifting Equipment & Dealing With Customer Complaints - IELTS Reading Answers & Explanations
From Cambridge IELTS 18 General Training Reading Test 1 · Part 2 · Questions 15–27
Reading Passage
==== Read the text below and answer questions 15-22 ====
Mechanical Lifting Equipment
If some simple precautions are taken, lifting equipment that is essential for construction and engineering projects can be used safely. Forklift trucks, lifting trolleys, mobile and fixed cranes and all their parts are classed as lifting equipment.
All equipment used for lifting or moving heavy loads should be properly constructed. For example, equipment bearing a CE mark has been constructed to international standards. In addition, equipment that meets these standards will have documented instructions for tests that should be adhered to prior to using the equipment. Certain types of machinery, such as cranes, must be inspected by a qualified engineer on a six-monthly basis.
For operations that use cranes, a formal lift plan must be prepared. Lift plans are a type of risk assessment, whereby the possible dangers of the operation are carefully calculated, and control measures are identified and put in place. Before any lift proceeds, the plan should be talked over with the lifting crew during what is often referred to as a Tool Box Talk’ (TBT). This is an important opportunity for them to ask questions about their role in the operation.
When heavy loads are being moved around, there are some practical things that should be done to prevent accidents. Firstly, if a load needs to be moved where workers or members of the public are present, the area must have barriers or other means to ensure no one is allowed to walk under the load while it is moving. Secondly, someone called a banksman should always be used when moving heavy loads by crane. As a crane driver often cannot see the load, especially during touch-down, this person tells him or her which way to move it.
It is very unusual for machinery such as cranes to fail. However, it is all too easy to ignore the importance of the secondary equipment. This refers to those items that are attached between the mechanical lifting machine and the load that is being lifted. Chains, slings, shackles and rigging are all examples of secondary lifting equipment, and it is perhaps surprising to note that most injuries occur due to faults or weaknesses in these items. It is essential that a six-monthly visual inspection is carried out to ensure there are no signs of wear or damage to the slings and shackles.
==== Read the text below and answer Questions 23-27 ====
Dealing with customer complaints
When a customer complains, it is usually for a good reason. Here are some strategies that will help you handle a customer complaint in a smooth and professional manner.
When a customer presents you with a complaint, keep in mind that the issue is not personal. Aiming to win the confrontation accomplishes nothing. He or she has usually made a purchase that did not meet their expectations – a product, service, or maybe a combination of the two. A worker who remains in control of their emotions deals from a position of strength.
Let the customer say what they need to. Respond with phrases such as, ‘Hmm’, ‘I see’, and Tell me more’. Then be quiet. As the customer expresses their annoyance yet sees you are not reacting, he or she will begin to relax. The customer needs to do this before being able to hear your solution.
When the customer has calmed down and feels you have heard his or her side, start asking questions. Be careful not to give scripted replies but use this as an opportunity to start a genuine conversation, building a relationship of trust with your customer. To help you understand the situation, get as many details as possible.
Take charge of the situation and let the customer know what you are going to do to solve the problem. One thing to keep in mind is that you should know what you can and cannot do within the policy of the business you work for. The cost could be minimal – maybe a simple upgrade on the customer’s next purchase or a small gift certificate. A simple gesture like this could result in a word-of-mouth recommendation to others, while making a promise you cannot commit to will only set you back.
Questions
Questions 15–22 Note Completion
Complete the notes below. Choose NO MORE THAN TWO WORDS for each answer from the passage.
Lifting equipment
• must be manufactured well e.g have a 15 on it
• may need to undergo 16
• may need a regular check by an 17
Lift plans
• relevant to cranes
• used to establish and carry out 18 for any risks
• a 19 can be consulted during a ‘Tool Box Talk’
Preventing accidents with heavy loads
• use objects such as 20 to make sure the load does not pass over anyone’s head
• appoint 21 to give verbal directions to the crane driver
Secondary lifting equipment (chains, slings, etc.)
• more likely to cause 22
Questions 23–27 Table Completion
Complete the table below. Choose ONE WORD ONLY for the answer from the passage.
| Strategies for dealing with customer complaints | ||
| Strategy | Your approach | The customer….. |
| Stay calm |
|
|
| Listen well |
|
|
| Get the facts |
|
|
| Suggest action |
|
|
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q15 | mark / CE mark | For example, equipment bearing a CE mark has been constructed to international standards. | Excerpt/Passage Explanation: The passage says that equipment with a 'CE mark' shows it was made well and follows safety rules. Answer Explanation: The answer is 'mark'. It means a special sign or label. Reason For Correctness: The correct answer is 'CE mark' because it is specifically mentioned in the passage as something that shows lifting equipment is made according to international standards. This is important for safety. |
| Q16 | Tests | In addition, equipment that meets these standards will have documented instructions for tests that should be adhered to prior to using the equipment. | Excerpt/Passage Explanation: The passage says that equipment that is built properly will have instructions about tests you need to follow before using it. This means you must check the equipment carefully. Answer Explanation: The answer is 'tests'. This means that before using the lifting equipment, there are checks or examinations that need to be done. Reason For Correctness: The correct answer is 'tests' because the passage mentions that equipment used for lifting must have 'documented instructions for tests that should be adhered to prior to using the equipment.' This shows that tests are needed to ensure the equipment is safe to use. |
| Q17 | Engineer | Certain types of machinery, such as cranes, must be inspected by a qualified engineer on a six-monthly basis. | Excerpt/Passage Explanation: The passage says that some machines, especially cranes, need to be checked every six months by a trained person, called an engineer, to make sure they are safe to use. Answer Explanation: The answer is 'Engineer'. This means a person who is an expert in designing or checking machines, including cranes. Reason For Correctness: The correct answer is 'Engineer' because the passage mentions that certain types of machinery, like cranes, must be inspected by a qualified engineer every six months. This shows that an engineer is needed for safety checks. |
| Q18 | Control measures | Lift plans are a type of risk assessment, whereby the possible dangers of the operation are carefully calculated, and control measures are identified and put in place. | Excerpt/Passage Explanation: The passage says that lift plans help find dangers and decide on control measures, which are actions taken to keep things safe. Answer Explanation: The answer means the steps to keep people safe when using lifting equipment. Reason For Correctness: The correct answer is 'control measures' because in the passage, it says that lift plans are used to establish and carry out control measures for any risks. This means that control measures are important to make sure everything is safe during lifting operations. |
| Q19 | crew / lifting crew | the plan should be talked over with the lifting crew during what is often referred to as a Tool Box Talk | Excerpt/Passage Explanation: The passage says that before lifting, the team who lifts the load should discuss the plan. This is called a Tool Box Talk, and it helps everyone understand their job. Answer Explanation: The answer means a group of people who work together to lift heavy things. Reason For Correctness: The correct answer is 'lifting crew' because the passage mentions that before any lift, the plan should be talked over with the crew. The lifting crew is important because they work together to safely lift heavy loads. |
| Q20 | Barriers | if a load needs to be moved where workers or members of the public are present, the area must have barriers or other means to ensure no one is allowed to walk under the load while it is moving. | Excerpt/Passage Explanation: The passage says that if heavy things are being moved where people are, there should be barriers to stop people from going under it. Answer Explanation: The answer is 'barriers'. This means special things put up to block an area. Reason For Correctness: The correct answer is 'barriers' because the passage mentions that to prevent accidents, there must be barriers or other means to ensure no one walks under the load while it is moving. |
| Q21 | Banksman | Secondly, someone called a banksman should always be used when moving heavy loads by crane. | Excerpt/Passage Explanation: The passage says that a banksman is important because they help the crane driver move the heavy load safely. Answer Explanation: The answer is 'Banksman'. A banksman is a person who helps the crane driver move heavy loads safely by giving directions. Reason For Correctness: The correct answer is 'Banksman' because the passage mentions that a banksman should always be used when moving heavy loads by crane. This person helps by telling the crane driver how to move the load, especially when the driver cannot see the load. |
| Q22 | Injuries | most injuries occur due to faults or weaknesses in these items. | Excerpt/Passage Explanation: The passage says that many people get hurt because of problems with things like chains, slings, and other equipment used for lifting. Answer Explanation: The answer is 'Injuries', which means harm or damage to a person. Reason For Correctness: The correct answer is 'Injuries' because the passage states that most injuries happen due to problems with secondary lifting equipment like chains and slings. This means that when these items are faulty or weak, they can cause harm to people. |
| Q23 | Win | Aiming to win the confrontation accomplishes nothing. | Excerpt/Passage Explanation: The passage means that trying to win an argument with the customer does not help solve the problem. Answer Explanation: The answer is 'win'. Reason For Correctness: The correct answer is 'win' because it refers to winning the argument or confrontation with the customer. The passage mentions that trying to win the confrontation does nothing good and that the issue is not personal. |
| Q24 | Expectations | He or she has usually made a purchase that did not meet their expectations – a product, service, or maybe a combination of the two. | Excerpt/Passage Explanation: The passage says that when a customer complains, it is often because they bought something that did not meet what they hoped for. This shows that they expected something different. Answer Explanation: The answer is 'Expectations'. This means what a customer hopes or thinks they will get or experience. Reason For Correctness: The correct answer is 'Expectations' because when a customer complains, it is often because what they received did not meet their expectations. This means they wanted something better or different than what they got. |
| Q25 | Solution | As the customer expresses their annoyance yet sees you are not reacting, he or she will begin to relax. The customer needs to do this before being able to hear your solution. | Excerpt/Passage Explanation: The passage explains that when a customer is upset, if they see you staying calm and not reacting strongly, they will start to feel better. They need to calm down before they can understand what you suggest as a solution to their problem. Answer Explanation: The answer 'Solution' means what you propose to fix the customer's problem after they have calmed down. It is the answer or help you provide to solve their issue. Reason For Correctness: The correct answer is 'Solution' because the passage talks about how, after listening to the customer's complaint and letting them express their feelings, you then provide a suggestion or answer to help them. This happens only after the customer is calm enough to hear what you have to say. |
| Q26 | Policy | One thing to keep in mind is that you should know what you can and cannot do within the policy of the business you work for. | Excerpt/Passage Explanation: The passage says you need to remember the rules of your company when helping a customer. These rules tell you what you can do or what you cannot do. Answer Explanation: The answer is 'Policy'. Policy means the rules or guidelines that a company has about how to handle complaints. Reason For Correctness: The correct answer is 'Policy' because in the passage, it talks about the need to know what you can and cannot do based on your company's rules when dealing with a customer complaint. This is important for solving problems correctly. |
| Q27 | Recommendation | A simple gesture like this could result in a word-of-mouth recommendation to others | Excerpt/Passage Explanation: The passage means that if you do something nice for a customer, they might tell other people about it and recommend your business. Answer Explanation: The answer is 'recommendation', which means a suggestion or advice. Reason For Correctness: The correct answer is 'recommendation' because it refers to what might be offered to a customer to solve their complaint. In the passage, it says that a simple gesture could lead to a customer making a positive recommendation to others. |