C1ListeningPartie 2
Sentence completion
Écoute
Écouté 2x au format examen
Complete the sentences with the information you hear.
Limite de mots: NO MORE THAN THREE WORDS AND/OR A NUMBER
1Enregistrement R1
Alex says they prioritised ________ rather than response time.
2Enregistrement R1
Maya implies some quick replies mainly involved ________ to the customer.
3Enregistrement R1
To reduce irritation, they created a ________ that follows customers across channels.
4Enregistrement R1
The key principle Maya highlights is to ________ when speaking to customers.
5Enregistrement R1
Their plug-in signals a problem if a case is transferred more than ________.
6Enregistrement R1
Agents can spend up to ________ without seeking approval.
7Enregistrement R1
Instead of aiming to ‘delight’ customers, agents were told to reduce ________.
8Enregistrement R1
After the changes, escalations fell by ________ in six weeks.