‘Who most likely is the speaker?' At the beginning of the talk the woman says that she has ‘already discussed this with my team in customer service.' She is probably the Head of Client Experience.

‘Why have the number of complaints dropped?' She attributes the drop in complaints to some workshops she ran at the end of last year. The correct answer is: They did some training.

‘Look at the graphic. What does the speaker want to highlight?' She says that their feedback says they are polite and helpful (so we can eliminate rude staff – Answer B). There are ‘natural levels of human error and lost products' – this eliminates mistakes and damages (Answers C and D). She would like to highlight late orders.