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Question 1-3:
Hello everyone. Q1 I wanted to get you together to go over the recent failures in our customer service department here at Monster Telecom. As you know, customer service Is at the heart of everything we do. We receive on average 3,000 calls per week from customers with a wide range of needs. Q2 In order to prepare you all to handle the most frequently asked questions from our customers, I have distributed the graph in front of you. Please go over this graph with your team leader and develop a plan to improve our customer service. Next quarter’s reviews will be in two months. Q3 We aim to have half as many weekly calls by then.
Question 1:
What is indicated about Monster Telecom? A. They are having customer service problems.
B. There are too many calls for the number of employees.
C. Customer service is not important to their company.
D. They need to hire more people.
Question 2:
Look at the graphic. What areas should team leaders focus their training on? A. How to deal with customers being upset by overcharges
B. Knowledge of all of the service plans
C. Helping customers replace phones
D. Knowledge of Monster Telecom’s cellular coverage area
Question 3:
What is the goal for Monster Telecom? A. Reduce the number of dropped calls
B. Expand their coverage area
C. Add new cellular phone options
D. Reduce the number of customer calls they receive by 50%
These questions are from this test. Would you like to take a practice test?
Test 15- full test- Toeic part 1 - Practice Toeic | Englishfreetest.com
Some questions from the same exam
- Nutrition Information
Serving Size 150 gramsCalories 200 Fat 5 grams Protein 10 grams Sugar 28 grams - Frankie’s Dry Cleaning
Fabric Price Polyester $10 Cotton $12 Wool $20 Silk $30 
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- Should the customer believe that the proposed color scheme is not _____ , the interior designer can make adjustments.
- For Friday’s dinner reservation, please _____ the number of seats from eight to ten guests.
- Mr. Brandt asked for the banner to be hung _____ the exterior wall of the building.
- In case you have problems with the device in the future, you should retain your newly _____ receipt.
- If the patient’s nasal problem does not show signs of improvement _____ two days, he should visit the clinic again.
- Those giving demonstrations at the department store _____ explained the product’s features and benefits.
- Because its latest exhibit is highly valuable, 112.the building’s age, the ventilation the Gabe Gallery took more precautionssystem must be up-to-date with all safety than it _____ did in the past. codes.
- _____ making structural changes to a house must first apply for a building permit.
- Employees who attend the workshop on improving communication skills will be given a certificate of _____ by the instructor.
- _____ its distinguished faculty in the science department, the university has state-of-the-art laboratory facilities.
- The donations received from the fundraiser _ ____among the charity’s three locations equally.
- _____ the building’s age, the ventilation system must be up-to-date with all safety codes.
- The train delays on the Trenton line were caused by a _____ error at one of the stations.
- As we expect to receive hundreds of applications for the position, please _____ your resume to two pages.
- The lecturer _____ on the country’s struggle for independence when he gives his talk.
- The welcome activity is an opportunity to improve communication _____ volunteers before the project begins.
- The balconies connected to the rooms at the Orwell Hotel provide a _____ view of a private beach.
- The travel agent’s _____ of the ticket purchase was sent to the customer by e-mail as soon as the payment was made.
- After examining the vehicle, the mechanic had _____ identified the reason why the engine lost power.
- Because of her hearing disability, Ms. Frasier will be _____ by a sign language expert so she can participate in the meeting.
- The project development team is partially responsible for the selection and _____ of potential building sites.
- The easy-to-prepare meal packets come with all the ingredients necessary for an individual dinner _____ boiling water.
- The education center provides training classes in key skills _____ that the unemployed can find jobs more easily.
- The terms of the licensing agreement are quite _____ and do not require legal experience to be understood.
- The informational materials sent to conference attendees _____ the presentation schedule and social events.
- You may have the merchandise sent directly to your home or pick it up in person at the store, _____ you prefer.
- _____ occurring substances are used in the vitamin supplement instead of chemicals.
- The bus driver used a side street rather than the main highway,_____ avoiding rush hour traffic.
- The crew members _____ the main section of the building by the time the waste removal trucks arrive at 3:30.
- Should you find any manufacturing _____ in your ultra-high-definition television, contact the place of purchase as soon as possible.
- Florist Wanted
Do you love making people smile? Does the idea of (1) _____ your day being creative and working with nature appeal to you? If so, we would like to encourage you to apply to join
our team at Wild Flowers Florists. (2) _____. We are looking for someone who is customer- (3) _____ first. Creativity is important, but it is secondary to the vision of the client. If you think (4) _____ have what it takes to make people smile, please fill out our online application form on our website, www.WildFlowersFlorists.com. - To: Olivia Paulson
From: Jonathan Hicks
Date: July 19
Subject:Procedural Review
An issue was brought up at the executives meeting last Thursday. Complaints of damaged goods after being shipped (1) ______ dramatically in the last month. This may be a result of more fragile items being added to the products we now ship. (2) ______. We are reviewing the packaging procedures for our products and are looking to add more steps to (3) ______ that the products are packaged securely and delivered without damage.
Please inform the managers on the manufacturing team to attend an (4) ______ meeting tonight at 7:00 P.M. We hope to address this problem and come up with a sound solution as quickly as possible so that normal business can resume. Green Clean Services
Call us: 347-281-7834
(1) _____ 2005, Green Clean has been providing professional and environmentally friendly cleaning services of consistent high quality to all types of commercial and industrial facilities. (2) _____. We understand the contributions a good employee makes toward our (3) _____ , and we commit to selecting the best available people to work for you.
Green Clean’s mission is to satisfy our customers needs on a daily basis while providing the best combination of quality, price, and delivery. We accomplish this by continually improving our systems of (4) _____ . Our goal is to make your facility extremely clean in the greenest way possible. Visit our website today at www.greenclean.com- October 21
Larry Mills
226 Highland Rivers
Fairbank, WA 20037
Dear Mr. Mills,
I am writing in reply to your complaint about the noise levels coming from the surrounding businesses around the apartment complex. (1) _____ , a few people living on the west wing of the building (2) _____ concern over the noise levels. The building committee has conducted meetings over this issue and we have talked to the businesses. (3) _____ . Because of this, we are also looking to fortify the windows with noise-proof glass for residences living on the west wing. Once we have agreed upon the proposals, we will post the announcement on our ulletin board and you may receive a call. Until then, we ask for your (4) _____ patience. MEMO
To: All Employees
From: Betty Franklin, General Manager
Date: August 19
Subject: Receptionist
To all employees,
- [1] - Greta Jones, the receptionist at our studio will be taking some time off to deal with a personal matter. She will be gone from August 21st to September 5th. - [2] - Ms. Blanche will take care of the regular responsibilities that Ms. Jones usually handles including taking phone calls, handling appointments, organizing schedules, and dealing with clients. Please welcome Ms. Blanche to the studio and be available for her to ask questions if she has any.
Furthermore, if you have any long time clients that you give special prices and discounts to, please let Ms. Blanche know ahead of time. - [3] - She will charge the fees that are programmed into the computer system.
If you have any urgent concerns you need to discuss with Ms. Jones, or if you need to purchase any special hair dyes, treatment shampoos, or other requests that customers have, please do so today and tomorrow before she leaves. –[4]- You can contact me at any time if you have any further questions.- To: [email protected]
From: [email protected]
Date: June 1, 1:34 P.M.
Subject: Community Events
Dear Mr. Hurst,
As a loyal customer with a family membership at the Tate Community Center, you have sponsored US with your continued donations. We really appreciate your support.
The following table provides information on upcoming family events this month. We welcome your participation.Craft Day, June 7 Paul Simpson, June 15 Summer Picnic, June 22 A variety of craft supplies will be available for kids to make their own unique creations. Come and listen to the beautiful music of local singer and songwriter Paul Simpson. Everyone needs to bring a tasty dish to share with others. Free beverages will be provided.
For members, no purchase of tickets is necessary for participation in these events. We encourage you to attend these events and spend quality time with your family.
We look forward to seeing you.
Minnie Winters
Program Coordinator
Tate Community Center - April 3
Larry Martin
Kansas Neat & Tidy
5448 Lakeside Drive
Arlington, Kansas 67514
Dear Mr. Martin,
We are interested in using your company’s cleaning services for this year’s Halley Valley Rock Festival. The festival will begin on Friday, June 14, and last the entire weekend, ending on the night of Sunday, June 16. However, unlike previous years, this year we would like your company to clean the festival grounds intermittently throughout the festival. Therefore, we will be providing your company with a temporary office trailer where your workers can take breaks from the heat.
We look forward to working with your company again this year.
Sincerely,
Karen Johnson
Festival Coordinator, Halley Valley Foundation
Lisa Hancock 9:39
I'm stopping by a coffee shop on my way to work. What does everyone want? It's on me.
Nick Morton 9:39
Wow thanks! I'll have just black coffee.
Lilly Smith 9:40
Thanks. I'd like a latte. Can you also bring some sugar?
Lisa Hancock 9:41
Sure, I'll bring a couple of the sugar packets.
Richard Park 9:42
I can never turn down coffee. I'll also have a latte with some sugar.
Emily Jordan 9:42
I'd like a herbal tea if they have any. I don't drink anything caffeinated so any tea without caffeine would be great. Thanks.
Lisa Hancock 9:43
Alright then. I'll be there in about 20 minutes with your drinks. See you soon. Oh and before I forget, please make sure that our orders from Cindy's Boutique get set up in our showroom for our clients.
Richard Park 9:44
The boxes arrived this morning and our interns are working on unpacking them now. However, the order from Chantelle seems to have gone missing.
Lisa Hancock 9:45
What do you mean?
Nick Morton 9:45
We're trying to locate the package. We contacted Chantelle and they sent it to the wrong address.
Lisa Hancock 9:46
That's a disaster. Please try to find out where those dresses went.
Richard Park 9:47
Good news. I just got a message from the shipping company and they found the Chantelle order. They're redirecting the shipment to US.
Lisa Hancock 9:48
I almost had a panic attack. When will it get here?
Richard Park 9:48
This afternoon.Shoe Shine
Your number one source for sneakers
We see that you are currently registered as a basic member at our website.
Click here to upgrade to our premium membership.
Once you become a premium member, you will enjoy the following benefits:
- Expedited shipping for $3 ($5 for a basic member)
- Exchanges on all items within 60 days of purchase at no extra charge (30 days for a basic member)
- Returns on all items within 30 days of purchase at no extra charge (7 days for a basic member)
Upgrading your service from basic to premium takes just one click. To welcome customers to our new online store, this month we are offering the upgrade to annual premium membership at a discounted rate of just $50.- To: Pat Blackburn ([email protected])
From: Go Natural Health Products ([email protected])
Date: February 4, 3:34 P.M.
Subject: Product Order
We appreciate that you have chosen Go Natural Health Products for your vitamin and mineral supplements. All of our products are carefully inspected for quality and meet all government regulations. Additionally, during the month of February, customers making purchases over $100.00 do not have to pay any shipping fees.
Order number: 4330XM21
Order date: February 4, 3:31 P.M.
Shipping address: Pat Blackburn, 2709 Michigan Ave., Clinton WI
Details: 6 bottles of Green Source multivitamin pills.
Total: $180.00, paid with credit card (XXXX xxxx xxxx 8766)
All our products come with a 100% customer satisfaction guarantee. If you are dissatisfied, please call our customer service center at 987-555-3427 for a full refund within a week of the order.
Go Natural Health Products - Midnight Moon, the new jazz album by guitarist Nick Stanton, will start being sold in stores this Thursday. Midnight Moon is Mr. Stanton’s first album in five years and has received praise from numerous music critics. Mr. Stanton will be signing copies of his new album at Emerson Department Store, located at 4532 Main Street, this Saturday, March 12. An autograph is free with the purchase of the new album.
- To: All ([email protected])
From: Eric Nixon ([email protected])
Date: January 5, 10:00 A.M
Subject: Shipping Error
Hello everyone,
Lilia Kent, the head of the shipping department, has informed me that yesterday our customer database experienced a system error and, as a result, many orders were sent to the wrong addresses. This morning, our department has already received multiple calls from customers complaining that they received the wrong package. Ms. Kent’s department has been working hard to locate the cause of the mistake. Therefore, any customer that calls with a wrong delivery should be asked to return the package. Additionally, please inform the customers that they will be given a 10 percent discount on their next purchase.
Eric Nixon J&P Industries
1462 Swinton street
Cameron, GL 10288
March 29
Mr. Grant Lee
287 Silver Plains Road
Cameron, GL 18729
Dear Mr. Lee,
We thank you for your continued work and your dedication to your job at J&P Industries. -[1] - We are sending all employees information about the new changes that have been made to your health insurance benefits at our company. You will continue to be covered by the same insurance company, but because of the new state regulations that have been put forth, all employees must now undergo a basic medical check-up at a local clinic or hospital. This check-up will be covered by your health insurance, so you do not need to pay any extra fees and this by no means will affect the monthly insurance deductions. -[2] - Included in the envelope is the detailed information about the new medical program for employees.
The medical check-ups will include a blood test, urine test, eye test, height and weight measurements, hearing test, and chest X-rays. - [3] - Please make an appointment with a local clinic. You should have your results given to Karen Leigh at Human Resources by December 30th at the latest. If you fail to get a medical exam, then you may be subject to a fine up to $2000. - [4] - We thank you for your cooperation and hope you abide by the new changes.
If you have any further questions or concerns, please contact Karen at [email protected].
Sincerely,
John Black
Executive Manager
J&P Industries
LAURA BURKE 5:09 Are you back in the city Monday?
ADVIKSHAN 5:15 I might be.
LAURA BURK 5:16 So, you're undecided?
ADVIKSHAN 5:17 Yeah. This factory is running into all kinds of problems. Fix one thing and then something else comes up.
LAURA BURKE 5:17 I heard. Well, at least it's nice not to be stuck in the office.
ADVIKSHAN 5:18 That's true.
ADVIKSHAN 5:19 What's going on Monday?
LAURA BURKE 5:20 Ms. Harris wants to have a meeting with you when you get back. Nothing urgent.
ADVIKSHAN 5:22 Okay. I'll let you know when I get my schedule set.Mesa Hobby Models Community Forum
Issue with the Blackbeard’s Pirate Ship Model
August 3, 10:55 A.M.
Post by John Taylor
I recently purchased a model kit from the Mega Hobby online store. I bought the Blackbeard’s Pirate Ship model to put together with my son, and I am having a problem. After carefully reading the instruction manual, I noticed that a few essential parts have been left out of the box. Specifically, some parts that make up the mast and sail seem to be absent from the kit. I have bought many models from Mega Hobby for years and have always been happy with the products I received.
Has anyone else had the same problem with this kit? My son and I were planning to submit our finished model to a local model building contest at the end of the month, and we are very disappointed with this setback. If anyone else has any experience with this problem and solved it, I would greatly appreciate your advice.
==============================
Mesa Hobby Models Community ForumIssue with the Blackbeard’s Pirate Ship Model
August 3, 10:55 A.M.
Post by John Taylor
Hi John,
I also recently purchased the Blackboard’s Pirate Ship model from the Mega Hobby online store for my son and had the same problem that you did. At first, I thought I must have been mistaken, but after checking the list of all parts in the instruction manual, I determined that several parts must have been missing from the kit at the time of sale. I took the kit back to my local Mega Hobby store and a staff member confirmed my suspicion. The Mega Hobby employee was nice enough to exchange my model kit for one that had all of the parts. With the new kit, my son and I were able to put together the model exactly like the picture on the box. I suggest that you go to the Mega Hobby store closest to your home and ask them to exchange your defective product. Be sure to make a note of the order number when you go there.Blooming Flower Yoga Studio
Summer Yoga Classes:
This summer we will be offering a variety of summer yoga classes for all age groups and skill levels.
Summer Class Schedule and Prices (registration fee):
Beginner class, twice a week for two months ($150)
Intermediate and advanced class, twice a week for two months ($200)
Yoga for senior citizens, once a week for two months ($100)
Hot power yoga, three times a week for two months ($250)
All necessary supplies will be provided by the Blooming FlowerYoga Studio. Members should wear comfortable clothes that allow for free movement.
45 Clark Street
Indianapolis, IN 46202
715-555-5832
www.bloomingfloweryoga.com
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To: Tammy Glenn - [email protected]
From: Dwayne Moore - [email protected]
Date: May 23
Subject: New Student
Attachment: New member form
Dear Ms. Glenn,
I’m writing to let you know that you have one more student who has signed up for your class. Your new student is Jane Meyers and she will bring the $100 registration fee with her to the first class on Monday.
Also, on Monday, please give Ms. Meyers and any other new members the form they will need to fill out. I have attached the necessary paperwork to this e-mail. All you have to do is to print out copies and hand them out.
Your class now has nine members that will attend and is, therefore, almost at full capacity. In fact, all of the classes this summer have proved very popular, and I anticipate they will all fill up by the end of the month. Thank you so much for your many years of hard work as a teacher here at Blooming Flower Yoga studio. If you have any questions, let me know.
Dwayne MooreDreamspace Bed Emporium
Beds, Bedding, and Furniture
3600 Wilshire Road, Springfield, IL 62751
www.dreamspacebeds.com
Don't let yourself suffer tossing and turning, not getting a good night's sleep. Come down to Dreamspace Bed Emporium and treat yourself to a comfortable bed catered to your exact needs. Customers are welcome to lie on any bed in the store.
First Floor: Beds (single, double, queen, king, etc.)
Second Floor: Bedding (sheets, pillows, blankets, cushions, etc.)
Third Floor: Furniture (chairs, sofas, tables, etc.)
In response to customer suggestions, our store now stays open two hours later to accommodate those who may work irregular shifts.
Do you need express delivery for a bed? Simply ask one of our staff members at the checkout and it can be easily arranged.
If you have any comments or suggestions for our store, a comment box can be found inside the main entrance.
===========================Comment and Suggestion Form
Dreamspace Bed Emporium
Customer name: Willy M. King
Date: August 9
Contact number: 456-555-6123
Comment: Last Meek, I came into your store to shop for a new pillow, sheet, and blanket set for my bed at home. However, when I went to that section, I couldn't find any available staff members to assist me. I waited for about half an hour, but no one came to me. I needed help determining what sheet and blanket set would fit the dimensions of my bed but ended up just leaving the store frustrated. I hope you can provide better service to customers so something like this doesn't happen again in the future. X have been a loyal customer of yours for years. If you don't explain why no one helped me, I may have to start shopping at one of your competitors' stores.
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Hello everybody, I have called this meeting to talk about some of the problems that our new store policy of staying open later has caused. At first, this seemed like a great idea to help customers who worked all day. I know it can be hard to find time to do chores and your shopping when you work from 9 to 5. Unfortunately, this means that we have had to spread our staff too thin until we have hired and trained enough people. As a result, we have been neglecting some of our customers lately. The photocopied Comment and Suggestion Form I have passed out to you all from Willy King sums up our shortcomings better than I ever could. Please give it a read and think about ways we can be made aware of a customer in need, even in a store as large as ours.
I understand that with our thin staff, we have to cover more space than we used to, so this meeting isn’t about punishment or blame, it's just about solutions. Please do some brainstorming on this and drop in on me in my office if you think you have an idea; I have to go call Wily King.- http://www.acetraining.com
Ace Training is a company that offers developmental courses for the employees of your store or business. You can rely on our team of successful professionals to improve the quality of your staff and help your company achieve its goals. We provide effective and results-oriented programs. Below are the training courses available:Home Contact Us Location About Ace Leadership
This program helps staff members develop strategic planning and management skills. It also enhances the supervisory skills of the employees in leadership positions.Customer Service
Never undervalue the importance of your customers’ satisfaction. Your employees need the skills to become helpful and efficient when working directly with customers.Sales
We teach innovative strategies to increase sales and market share. This class is suitable for both salespeople in a store and employees who work over the phone.Technologies
In rapidly changing work environments, staff members should keep up with new trends and developments in the technological field. Your staff members will learn how to research and master new technologies quickly and accurately.
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From: Tiffany Tran - [email protected]
To: Joshua York - [email protected]
Subject:Staff Training for Our Employees
Date: October 9
Dear Mr. York,
I’m contacting you about running a training program for some of our employees here at Zellen Gifts. We are planning on expanding our telemarketing department next month, but we don’t have enough properly trained employees to fill these new positions. Therefore, we will be transferring some employees from the customer service department to the telemarketing department to solve this problem. As our products are mainly targeted towards children, we are hoping to increase our profits as much as possible for this Christmas season. Please let me know the maximum number of students that you can accommodate at one time.
Thank you,
Tiffany Tran Zellen Gifts
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PROPOSED ACE TRAINING SCHEDULE FOR ZELLEN GIFTS
November 1-5
Group Code and Student Numbers Monday Sales Strategies Tuesday Successful Negotiation Wednesday Customers First! Thursday Closing the Deal Friday Start Polite, Stay Polite Red Team 10 people 9:00 – 11:00 9:00-11:30 8:00 – 10:30 8:00 – 11:00 9:00 -11:00 Blue Team 10 people 1:00 – 3:00 1:00 – 3:00 1:00 – 3:00 1:00 – 3:00 1:00 – 3:00 Green Team 10 people 3:00 – 5:00 3:00 – 5:00 3:00 – 5:00 3:00 – 5:00 3:00 – 5:00 White Team 10 people 5:00 – 7:00 5:00 – 7:00 5:00 – 7:00 5:00 – 7:00 5:00 – 7:00
Here is our proposed schedule for transitioning your customer service staff into successful telemarketers. You can see that we have an ambitious amount of material to cover, but I am confident it will be a success. We have tried to balance your need for a swift transition with your need to continue running Zellen Gifts while the training is in session. Therefore, we divided your staff into groups and staggered them throughout the day. This will result in better student-to-trainer numbers for your staff, and it should cause minimal disruptions in your business. We look forward to a great week of training!
Joshua York
Ace Training Coordinator Midcity Performing Arts Hall
Support the Midcity Performing Arts Hall in downtown Brenton by becoming a member. You can choose from the following membership plans:
General - For only $100, you can get a full-year membership to attend any two performing arts shows that have available seats in the D area of the theater.
Silver - For a fee of $200, you can attend any two performing arts shows that have available seats in the B area of the theater.
Gold - For a fee of $500, you will receive early alerts of popular programs with a ticket to any two performing arts shows with seats in the B area, and a guaranteed seat for any show of your choice within a one-year period in the front row section.
Diamond - For a fee of $1000, you will have exclusive access to signed autographs with performing arts stars, invitations to two exclusive pre-showings of popular programs, and a guaranteed seat for any show of your choice within a one-year period in the VIP section.
*Some restrictions may apply.
*Admissions to orchestral performances excluded
=============================
To:[email protected]
From:Alicia Norton
Date:January 16
Subject:Membership
Thank you for the e-mail about the Midcity Performing Arts Hall membership. I have attached a fee of $1000.1 was a general member last year and I enjoyed a couple of the musicals that were performed. I have become a theater enthusiast since the experience and I look forward to the benefits of the new membership plan.
By the way, the Art Hall has done a phenomenal job on the renovations to the building. I'm excited to come back this year.
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