Grammar Test 1. Complete the sentence : you speak English? Yes, I can A.Need B. Must C. Does D. Can E. Should 2.Choose the right variant : Assel goes to the university bus A. On B. By C. In D. Of E. A 3.Choose the right variant: any children in the yard? A. Have there B. To be C. Are there D. Is there E. Will there 4.Choose the right variant: you sick last week? A. Was B. Were C. Are D. Has E. Have 5.Complete the sentence: My sister knows English than my brother A. dood B. the best. C. best. D. better E. well. 6.Complete the sentence: Yesterday a public holiday, so libraries closed. They’re open today. A. were / were B. was / was C. wasn’t / were D. was / were E. was / weren’t 7.Choose the right variant: any friends in Almaty? A. Have you got B. Does you have C. Does she has got D. Have she got E. Do she has 8.We an essay from 9 till 10 yesterday. A. were writing B. is writing C. write D. wrote E. have written 9.Complete the sentence: Her parents stay here. A. Will B. Was C. have D. does E. Are 10.Choose the right variant: Switzerland is than Britain A. Smallest B. As small C. Smaller D. As same as E. More small 11.Complete the sentence in the Passive voice: He wrote this book in the 20th century. А.This book was written in the 20th century. В. He will be wrote the book in the 20th century. С. The book wrote in the 20th century. D. He is written this book in the 20th century. Е.The book are written in the 20th century. 12. Complete the sentence: Laura English lesson now. A. Has. B. Are having C. Have. D. Is having. E. Having. 13. Choose the right variant : Icoffee very often. A) don’t drink B)drink not C)doesn’t drink D)drinking not E) not drink 14.Complete the sentence: People to drive more carefully. A. Must B. Could C. Ought D. May E. Would 15.Complete the sentence: Dana dinner yesterday. It was bolognese . A. spent B. watched C. get D. lied E. cooked 16.Choose the right variant : We football in the stadium yesterday. А. plays B. playing C. played D. to play E. was playing 17. Choose the right degree of comparison: This is winter for 20 years . A. the worst B. worst C. worse D. badly E. the more bad 18.Complete the sentence : They be free next week . A. are B. will C. were D. was E. have 19.Find the right variant: In the city the is polluted. A. Woods B. Lakes C. Forests D. Rivers E. Air 20. Choose the right variant : Could yome with this bag, please? A. Help B. To help C .Helping D. To helping Е. Helped
ответ: Написал
Объяснение:
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction.
However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers.
By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service. Service quality is largely determined by customer’s perception, which is why meeting customer expectations is an essential part of the process. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be.
The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Have customer’s complete surveys about your products and service. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better. Common Expectations to Consider Some of the most common and basic expectations customers have for most businesses included: • Fast, efficient and accurate service
High quality products at a competitive price • Friendly, helpful service staff to provide information and answer questions • Prompt responses to their inquiries, whether online, by phone or in person • Sufficient stock to meet their needs without long waits • A trained staff that can handle their questions without referring them on • A clean facility or easy to navigate website All of these expectations comprise the minimum of what your top-notch service should look like. Additional expectations may arise from your customer research, which you can address on an individual basis. Benefits of Meeting Expectations
When you are able to accurately identify and adequately meet your customers’ expectations, your customer service reputation will automatically be enhanced. Some of the benefits of meeting your customers’ expectations include: • Customers that transform from first-time visitors to loyal clients • Increased sales as customers feel more comfortable doing business with you • More referrals from satisfied customers who bring in additional business by word of mouth There is no doubt that adequately meeting customer expectations is an essential part of a robust customer service department.
By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line. Other reasons for customer service problems include:not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is intended to deliver for customers and what it actually does deliver * cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver * poor staff attitudes, training levels and working materials * gaps between what salespeople promise and the actual service or product quality The Voice of the Customer (VOC) is a process that ensures the customer’s voice is deployed throughout a product’s or service’s design, production, marketing, delivery, and after-sales service.
Born in a family of career, Anna from a young age dreamed of becoming an actress. At the age of five she was sent to the section of sports gymnastics. In high school, the future actress on a professional level been engaged in sports aerobics, winning several major competitions. But the dream to act in films or play in the play did not leave her even for a day. Snatkina independently studied the history of theatre and the Stanislavsky and shone in a school theatrical circle.As a entrant, was engaged on preparatory courses WTU them. B. Shchukin and Cinematography. The result of hard work not long to wait – right after high school, Anna immediately took in three of the theatrical school of Moscow. Her choice fell on the University, a student came to the course Vitaly Solomin.
Being in a creative atmosphere, Snatkina actively and persistently seek in the movie, while not neglecting the filming of commercials. In 2003 she was lucky, Anna guest-starred in the TV series “Plot”, followed by a mini-serial “Moscow Saga”. After graduating in 2005, classic beauty Anna gets the role of Princess Tatiana in the TV series “Yesenin”, after playing the very Natalia Goncharova in the drama “Pushkin: Last duel” and becomes defensive Anastasia Vorontsova in melodramatic series “notes of the secret Chancellery forwarder 2”, released in 2011.
In 2012, hard-working Anna Snatkina plays in the mystical drama “the Effect of bogarne”, a children's movie “Mystery of the Snow Queen”, “barbarian 3D” and the TV series “I'm not going back,” in which the actress gets just two roles she plays twin sisters.
Anna also tightly involved in the theatrical repertory company where he played leading roles in productions of “die Fledermaus”, “Intrigue and love”, “the Big Zebra” and many others. Possessing good vocal skills, the actress Snatkina also performs the soundtrack. Her voice sounds in the series: “I'm not going back”, “Doomed to become a star,” “Two loves” and “Tatyana's day”.
In 2013, Anna Snatkina participated in the filming of the scenes: “Dollhouse”, “Process”, “Save or destroy” and “Kill the dragon”.
Актриса Анна Снаткина – настоящая звезда российских сериалов, успевшая сняться в 38 картинах, среди которых не только мыльные оперы, но и телевизионное кино. Также актриса активно играет в театре и поет. Рожденная в семье авиаинженеров, Анна с младых ногтей мечтала стать актрисой. В пятилетнем возрасте ее отдали в секцию спортивной гимнастики. В старших классах будущая актриса на профессиональном уровне занималась спортивной аэробикой и даже выиграла несколько крупных соревнований. Но мечта сняться в кино или сыграть в спектакле не оставляла ее ни на день. Снаткина самостоятельно изучала историю театра и систему Станиславского и блистала в школьном театральном кружке.Будучи абитуриенткой, занималась на подготовительных курсах ВТУ им. Б. Щукина и ВГИКа. Итога упорной работы не заставил себя долго ждать – сразу по окончанию средней школы Анна сразу в три театральных ВУЗа Москвы. Ее выбор пал на ВГИК, студентка попала на курс Виталия Соломина. Оказавшись в творческой атмосфере, Снаткина активно и настойчиво стремиться в кино, не пренебрегая съемками в рекламных роликах. В 2003 году ей улыбнулась удача, Анну пригласили сниматься в сериале “Участок”, далее последовал мини-сериал “Московская сага”. После окончания университета в 2005 году классическая красавица Анна получает роль княжны Татьяны в сериале “Есенин”, после играет саму Наталью Гончарову в драме “Пушкин: Последняя дуэль”, а также становится крепостной Анастасией Воронцовой в мелодраматическом сериале “Записки экспедитора тайной канцелярии 2”, вышедшем в 2011 году. В 2012 году трудолюбивая Анна Снаткина играет в мистической драме “Эффект Богарне”, детском кино “Тайна Снежной Королевы”, “Варвара 3D” и сериале “Я не вернусь”, в котором актрисе достаются сразу две роли – она играет сестер-близнецов. Также Анна плотно задействована в театральной антрепризе, где играет ведущие роли в спектаклях “Летучая мышь”, “Коварство и любовь”, “Большая зебра” и многие другие. Обладая хорошими вокальными данными, актриса Снаткина также исполняет саундреки. Ее голос звучит в сериалах: “Я не вернусь”, “Обреченная стать звездой”, “Две любви” и “Татьянин день”. В 2013 году Анна Снаткина принимала участия в съемках картин: “Кукольный дом”, “Процесс или уничтожить”, а также “Убить дракона”.