#q-5489Respond to a SituationCore & AcademicMedium
Customer Service process
Official Question Material
Prep: 20 Seconds
Official Audio Prompt
Your team is discussing how to enhance the company's customer service process, and someone suggests increasing the use of automated systems to handle customer inquiries. However, you realize this might weaken the interpersonal connection with customers. What would you say to your team?
Sample Answer & Audio Transcript
Your team is discussing how to enhance the company's customer service process, and someone suggests increasing the use of automated systems to handle customer inquiries. However, you realize this might weaken the interpersonal connection with customers. What would you say to your team?
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Pearson Official Scoring Guide for Respond to a Situation
Scored Enabling Skills
- Speaking (Oral Fluency, Pragmatics, Tone)
Timing Standard
Response Window: 40 Seconds
💡 Examiner Strategy & Pro Tip:Match tone to context (polite for professional, informal for peers). Directly answer all prompt requirements.