TOEIC Speaking Part 5: Propose a Solution to a Client Onboarding Delay — Bài mẫu Band 8.5 & Từ vựng C1/C2
TOEIC Speaking: Đề xuất giải pháp xử lý sự cố chậm tiến độ bàn giao cho khách hàng
Đề bài Cue Card (Part 2 Prompt)
A corporate client called to report that their team has not received login credentials for the new enterprise training portal scheduled to launch tomorrow morning. Acknowledge the issue, explain the cause, and propose an immediate solution.
- Acknowledge the client’s concern politely and empathetically
- Explain why the automated invitation emails were delayed
- Outline the immediate action you are taking right now
- Provide a follow-up guarantee and direct contact channel
Bài mẫu Band 8.5+ (Model Answer)
Good afternoon Ms. Davis, this is Minh calling from the Enterprise Customer Success team at FluentPeak. First of all, I want to thank you for bringing this to our immediate attention, and I sincerely apologize for the inconvenience regarding your team’s onboarding credentials. Upon investigating with our cloud engineering team, we discovered that the bulk automated invitation emails were quarantined by your organization’s corporate spam filter. To ensure your launch tomorrow morning proceeds without a hitch, I have already generated a whitelisted master activation link and shared it directly with your IT director. Furthermore, I will personally attend your 9:00 AM kickoff call tomorrow to assist any staff member in real time. Please feel free to reach me on my direct line if you need anything else today.
So sánh với Bài mẫu Band 6.5
Hello Ms. Davis, this is Minh from the Customer Success team. Thank you for calling us, and I sincerely apologize for the delay with your team’s login credentials. I checked with our technical department and found that the automated invitation emails were blocked by your company’s strict firewall filter. To solve this immediately, I have generated a secure activation link for all fifty employees and sent it directly to your IT administrator. I will also join your launch meeting at 9:00 AM tomorrow to provide live support.
Từ vựng & Collocations ăn điểm (Lexical Resource C1/C2)
- proceed without a hitch
/prəˈsiːd wɪˈðaʊt ə hɪtʃ/[C1] — diễn ra suôn sẻ không một trở ngại: “Our rehearsal ensured the product launch proceeded without a hitch.” - take full accountability
/teɪk fʊl əˌkaʊntəˈbɪləti/[C1] — nhận toàn bộ trách nhiệm xử lý: “Great leaders take full accountability when issues arise.” - concrete workaround
/ˈkɒŋkriːt ˈwɜːrkəraʊnd/[C1] — giải pháp khắc phục thực tế ngay lập tức: “We provided a concrete workaround while deploying the permanent patch.”
Câu hỏi thảo luận mở rộng (Part 3 Discussion)
Q: What qualities define exceptional customer service in B2B software companies?
Proactive ownership and rapid resolution. Clients understand that technical glitches occasionally happen, but what earns their long-term loyalty is when an account manager takes full accountability and delivers a concrete workaround within minutes.
💡 Chiến thuật: Nhấn mạnh tính chủ động nhận trách nhiệm (proactive ownership) và giải pháp tức thì (concrete workaround).