C1ListeningPart 2
Sentence completion
Audio
Heard 2x in exam format
Complete the sentences with the information you hear.
Word limit: NO MORE THAN THREE WORDS AND/OR A NUMBER
1Recording R1
Alex says they prioritised ________ rather than response time.
2Recording R1
Maya implies some quick replies mainly involved ________ to the customer.
3Recording R1
To reduce irritation, they created a ________ that follows customers across channels.
4Recording R1
The key principle Maya highlights is to ________ when speaking to customers.
5Recording R1
Their plug-in signals a problem if a case is transferred more than ________.
6Recording R1
Agents can spend up to ________ without seeking approval.
7Recording R1
Instead of aiming to ‘delight’ customers, agents were told to reduce ________.
8Recording R1
After the changes, escalations fell by ________ in six weeks.