Khiếu nại dịch vụ - Part 3 TOEIC Luyện Thi
Tóm tắt nhanh: Khách khiếu nại phí ATM USD 35 không rõ, được refund. 3 câu hỏi: vấn đề, khi nào, giải pháp.
Hội thoại
CSR: Hello. How can I help?
Customer (Reggie): I was charged an unexpected ATM fee last Tuesday, and I want to file a complaint.
CSR: I'm sorry to hear that. Can you provide more details?
Reggie: Yes. The fee was USD 35 from an out-of-network ATM. I wasn't informed about this charge.
CSR: I understand your concern. Let me investigate and check our fee schedule. According to our records, you did use an out-of-network ATM, and the standard fee is USD 3.50. There must have been an error. Let me refund USD 35 to your account immediately.
Reggie: Thank you. I appreciate it.
CSR: I'll also escalate this to ensure no future errors occur.
3 câu hỏi trắc nghiệm
Question 1: When was the disputed charge?
- (A) Last Monday
- (B) Last Tuesday ✓
- (C) Last Wednesday
- (D) Yesterday
Đáp án: (B) - "last Tuesday".
Question 2: What was the disputed charge?
- (A) USD 3.50
- (B) USD 35 ✓
- (C) USD 50
- (D) USD 100
Đáp án: (B) - "USD 35".
Question 3: What will the bank do?
- (A) Refund USD 3.50
- (B) Refund USD 35 ✓
- (C) Refund USD 50
- (D) Decline complaint
Đáp án: (B) - "refund USD 35".
Từ vựng
| Từ vựng | Nghĩa |
|---|---|
| charged | bị charge |
| unexpected | không mong đợi |
| ATM fee | phí ATM |
| file a complaint | nộp khiếu nại |
| details | chi tiết |
| out-of-network ATM | ATM ngoài mạng lưới |
| wasn't informed | không được thông báo |
| concern | lo ngại |
| investigate | điều tra |
| fee schedule | bảng phí |
| records | hồ sơ |
| standard fee | phí tiêu chuẩn |
| error | lỗi |
| refund | hoàn tiền |
| immediately | ngay lập tức |
| appreciate | đánh giá cao |
| escalate | leo thang |
Traps
Bẫy 1: Day confusion
- "Last Tuesday" - distinct from other days.
Bẫy 2: Charge amount
- USD 35 disputed (vs USD 3.50 standard).
Bẫy 3: Resolution
- Full USD 35 refund.
Topic: Complaint about unexpected ATM fee USD 35 với resolution full refund.
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