O’zbekiston respublikasi оliy va o’rta maxsus ta’lim vazirligi тоshkent moliya instuti

Task 3. Reading: Answer the following questions according to the text.
This was the first time Mary was going to fly. It wasn’t going to be a long flight; in fact, she would be in the air just under an hour. She got to the airport an hour before the plane was expected to take off.
She was very excited and also a little nervous. But before long, it was announced that her flight was going to be delayed for two hours. Suddenly she felt very disappointed and didn’t know what to do while she was waiting.
1. Mary’s flight _____.
A) left an hour early.
B) was delayed for two hours.
C) suddenly had to be cancelled.
D) was enjoyable from the beginning to the end.
E) was over far too quickly.
2. On arrival at the airport, Mary _____.
A) was calm and confident.
B) expected the plane to take off in an hour.
C) had to hurry to catch the plane.
D) found out that her plane would take off in less than an hour.
E) didn’t know how long the flight would take.
3. It was obvious from the passage that Mary _____.
A) was pleased the flight had been postponed.
B) was used to traveling by air.
C) nearly missed her plane.
D) was afraid her flight would last for hours.
E) began her first flight with a disappointment.
Task 4.Writing: Translate the text into your native language.
Customer service
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 o f 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 o f 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.