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1. Howard Baines set up the company in 1978.
2. To begin with, Baines and his directors divided the company into three departments.
3. Since then, they have restructured the company into five departments.
4. A manager heads each departments.
5. The company now employs 4,000 people.
6. They are building a new head office for 2,000 staff.
7. They will complete the new building next month.
Ex. 4.3. Заполните пропуски соответствующей формой глагола в страдательном залоге (Passive Voice).
Insurance companies see manual workers as high risk.
Low paid manual workers (1charge) __________ 10 to 20 per cent more for their motor insurance than high-earning professional people, according to data from the Automobile Association. One man (2quote) ______________ £713 for car insurance when he gave his job as IT consultant. But when the same person, with the same car and address gave his job as factory worker, he (3offer) ____________ cover for a cost of £793.
So what are the best and worst jobs for car insurers? The highest rates (4attract) __________ by high-earning sportsmen, because they often drive fast, expensive cars. Nightclub staff (5see) ___________ as high risk because they park their cars in areas of high crime at night. At the other end of the scale. The lowest premiums (6pay) __________ by accountants. They (7believe) ___________ to be careful people who take few risks when driving.
Ex. 4.4. Подчеркните существительное, которое не сочетается с данным глаголом.
1. destroy a. a house b a cup of coffee c. a document
2. lose a. money b keys c. storeroom
3. damage a. a piece of paper b. an antique c. a computer
4. steal a. a car b. a factory c. a wallet
5. injure a. a chair b. a person c. an arm
Ex. 4.5. Заполните предложения глаголами из упражнения 4.3.
1. Two people were injured when the machine fell. 2. The window in our office has been badly ____________ by the storm. 3. She ___________ her briefcase, but she found it again. 4. The warehouse was totally __________by fire. 5. Somebody broke into my car, but nothing was __________ .
Ex. 4.6. Исправьте ошибки в предложениях.
1. The police
Ex. 4.7. Перепишите предложения, используя глагол в форме страдательного залог. Пропустите подлежащее, если оно не так важно в предложении.
1. A car injured Mr. Lewis. - Mr. Lewis wasinjuredby a car.
2. The storm has damaged our house.
Our house ________________________________________.
3. The other broker quoted us a better price.
We ______________________________________________
4. Has the insurance company contacted you yet?
Have _____________________________________________
5. Hurricanes destroy over 300 homes each year.
Each year __________________________________________
6. We are processing your insurance claim at the moment.
Your ______________________________________________
UNIT 9 SERVICE
I Feedback on service
Ex. 1.1. Заполните комментарии туристической компании (a holiday travel company) следующими словами:
apology dissatisfied friendly pleased wrong excellent useful mistake dirty rude poor
1. We had 1_______________ service from first enquiries on the telephone to arrival at the resort. Staff very
2___________ and efficient.
2. Very 3___________ to receive the receipt and confirmation the day after booking.
3. We were very 4__________ with the service at the hotel. Our room was 5__________ and the hotel receptionist was 6_________.
4. When I booked my holiday, your representative quoted me the 7__________ price. I pointed out the 8__________, but she made no 9__________.
5. The holiday representative had good local knowledge and gave 10_________ information.
6. The service in the hotel restaurant was 11__________ .
Ex. 1.2. Просмотрите текст и выберите предложение, которое наиболее точно описывает основную идею текста:
a. Companies that receive no complaints offer the best service.
b. It’s good for companies to receive complaints.
Ex. 1.3. Прочитайте и переведите текст.
Getting better service
The failure to complain is everywhere.
Australians call the British “wingeing Poms” because they complain so much. But a new study suggests that Brits should whinge more, not less. A team led by Chris Voss of the London Business School found that service quality in Britain is typically worse than in America. One reason, the research suggests, is that British customers complain less about bad service than hard-to-please Americans do.
The failure to complain is everywhere in Britain. Hunter Hansen, an American who runs the Marriott Hotel in London’s Grosvenor Square, notes that a British guest would make a fuss only about a significant problem – and even then, would do so in a roundabout way. Americans are critical of even small mistakes.
The result, Mr Voss finds, is that Brits suffer. But so do companies in Britain’s service industries: they do not receive much feedback, and so lose a chance to improve service quality. Indeed, they may spend more than they need on service-quality improvements, because they do not direct help from customers.
Management gurus know more about how companies respond to complaints than about why the British are phlegmatic. In America, well-run companies have “service recovery” strategies. Staff at the Marriott Group are trained in the LEARN routine-Listen, Empathise, Apologise, React, Notify. The final step ensures that there is a record of each complaint. The Ritz-Carlton hotel chain, another with a good reputation for handling complaints from customers, trains its staff not just to say “sorry” but “please accept my apology” and gives them a budget to reimburse angry guests.
When Brits finally complain, they get what they want. Mr Voss told his doctor that he would like to have the results of tests more quickly. “The next time, I got them sooner,” he says, in surprise.
Vocabulary:
whinge– жаловаться
pom(Aus) – житель Великобритании (неофицальн.)
makeafuss– злиться на что-то
aroundaboutway– непрямой (обходной) путь (способ)
phlegmatic - флегматичный, спокойный, невозмутимый
Ex. 1.4. Являются ли утверждения из текста верными или ложными:
1. Australians are correct when they say that the British complain too much.
2. The British aren’t very direct when they make complaints.
3. Americans only complain when there is a big problem.
4. British companies don’t spend much on service.
5. The Marriott Hotel Group trains its staff to follow a fixed routine when handling complaints.
6. Complaining about bad service in Britain doesn’t bring any results.
II Dealing with complaints
Ex. 2.1. Сопоставьте шаги 1-5 компании «LEARN routine» с их описанием:
| 1. LISTEN | a Show that you understand how the customer is feeling. |
| 2. EMPATHISE | b Tell management about the problem |
| 3. APOLOGISE | c Don’t interrupt when the customer explains the problem |
| 4. REACT | d Promise to do something |
| 5. NOTIFY | e Say “Sorry”. |
Ex. 2.2. Замените слово в каждом предложении, выделенное курсивом, словом или фразой с таким же значением.
1. It’s a significant problem and a lot of people are complaining about it.
a. minor b. typical c. important
2. Our business is suffering as a result of poor service.
a. doing badly b. recovering c. failing
3. If the service is poor, the company will reimburse you.
a. ask you for money b. recover the money c. refund your money
4. The hotel has a good reputation.
a. has had a good report b. is known to be very good c. is very expensive
Ex. 2.3. Вычеркните одно слово в каждом ряду, которое не сочетается с данным глаголом:
1. make a complaint / a customer / an apology
2. deal with a service / a customer / a problem
3. handle a query / a need / a complaint
4. offer a refund / an apology / a complaint
5. satisfy a need / a customer / a complaint
Ex. 2.4. Выберите в тексте один из вариантов слов, выделенных курсивом.
If a company doesn't 1satisfy / offer a customer’s needs and he or she 2makes / offers a complaint, the company should respond immediately and 3deal with / satisfy the customer’s problem. Businesses that don’t try to 4satisfy / handle their customers usually receive more complaints. If the company 5offers / deals with a refund, the complaining customer will often come back. But if the company fails to even 6make / handle an apology, the customer will not only change to another company, but may also tell other people about his bad experience.
2.5. Как вы думаете, что должен делать персонал по обслуживанию клиентов (customer service staff) в следующих ситуациях? Сопоставьте ситуации 1-5 с действиями персонала a-e.
1. A customer is angry a. Suggest a solution.
about a mistake.
2. An angry customer b. Say what you can do.
describes the problem.
3. A customer complaints c. Stay calm.
but doesn’t demand
an action.
4. A customer demands d. Accept that you probably
action but the company won’t find a solution.
can’t do what
the customer wants.
5. The customer is a very e. Listen carefully and
difficult person. repeat to check
2.6. Прочитайте абзац из обучающего семинара для персонала по обслуживанию клиентов и проверьте правильность своих ответов из упражнения 2.5.
Customer service trainer
It is very important to be polite and helpful at all times, and to see things from the customer’s point of view.
If a customer is very angry about a mistake, stay calm. Don’t get angry yourself. You may think: “I didn’t make the mistake. This isn’t my responsibility.” Dealing with customers’ complaints often means solving problems that aren’t your fault. The answer is to solve the problem professionally as part of the job.
When the customer explains the problem, listen carefully and repeat to check that you have understood. Often the customer just wants to express his feelings. If he doesn’t demand any action, you’ll have to suggest a solution.
Sometimes you can’t do exactly what the customer would like you to do. In this situation, you have to say what you can do. It is essential to use the right language. You will give the customer more confidence if you say: “I will”; not “I might” or “I can’t”. Don’t say: “I don’t think we can do that”, say: “I will find out for you.”
Of course there are times when you just can’t win. For example, if it’s a very difficult person who will not cooperate, then you probably won’t find a solution. But you’ll know that you have done your best. You have to try to provide your customer with what he or she wants.
Ex. 2.7. Ответьте на вопросы к тексту:
1. What do employees often think when a customer shouts at them?
2. What do you think it means “to solve the problem professionally’?
3. Which word makes the customer feel confident that the employee is going to do something? Which words should the staff not use?
III РЕАЛЬНОЕ УСЛОВИЕ (conditional 1)
Ex. 3.1. Изучите примеры. Заполните правила словами: настоящий (present) или будущий (future).
- If the customer doesn’t demand action, you’ll have to suggest a solution.
- If it’s a difficult person, you probably won’t find a solution.
- If we make a mistake, we’ll correct it.
- If we ask the customers for feedback, we can find out what they want.
- Most people will be satisfied if you apologise.
- If you can’t replace the product, will you give me a refund?
1. В условном придаточном предложении глагол после союза ifстоит в ________ времени.
2. Глагол в главном предложении относится к ________ времени и образуется с помощью вспомогательного глагола will.
3. Мы используем реальное условное предложение , чтобы показать ________ результат возможного действия или события.
Примечание: Если результат не определен, мы используем модальные глаголы: can или could вместо will, что означает «Это возможно…».
Ex. 3.2. Прочитайте условия платежа. Напишите предложения, соединяя возможные действия с событиями, имеющими результат в будущем. Используйте реальное условие (Conditional 1)
Possible action or event - Future result
You pay within 10 days - you receive a discount
If you pay within 10 days, you will receive a discount.
Possible action or event Future result
1. You pay by credit card - we add a charge of 2 per
cent to your bill
2. We don’t receive payment - we charge interest at 2.5
by the due date per cent a month
3. You request delivery within - there is an additional charge
24 hours of €20
4. You decide not to keep the - we refund your money in
product full
Ex. 3.3. Заполните предложения из брошюр компании глаголами в Present Simple или Future Simple.
Lowest prices guaranteed!
If you (1find) ________ the same product at a lower price in another store, we (2refund) _________ the difference.
Customer service guarantee
If you (3be)___________ dissatisfied in any way with the quality of our service, we (4send) ____________ you a €15 voucher.
Special offer!
We (5deduct)_________ 10 per cent from the price if you (6order) __________ before October 31st.
Cancellation charges
If you (7cancel) ___________ less than four weeks before the date of departure, the total cost of travel (8be) ___________ payable.
Product information
If you (9require) )___________ further information about any of the products featured in this brochure, please call 040 900 900 and our sales staff (
