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.
It is a mistake to assume that “educational” programs on television are likely to be boring. In fact, as long as these programs are made in a rich and creative manner, there is no doubt that they can and do draw the attention of people, especially young people. Perhaps some of the best examples of successful educational programs are those which deal, for instance, with ancient historical sites, environmental problems, wild life, geography or the strange world at the bottom of the sea.
1. In the passage, the term ‘wild life _____.
A) is used to indicate the behavior of young people.
B) refers to animals, birds and other living beings in nature
C) signifies the living conditions of primitive people
D) means a large unused piece of land
E) refers to prehistorically times
2. Some people seem to think that _____.
A) only those programs concerned with historical and geographical
subjects can be fascinating.
B) television does not give enough importance to the problems of youth
C) educational programs on television are of little interest
D) a lot of money is needed to make a good educational program
E) young people are more interested in educational programs than their elders.
3. In the passage it is emphasized that a good educational program _____.
A) has more influence on people if it is shown on television
B) should in the first place be concerned with history and biology
C) should involve young people and encourage them to study the natural world
D) can contribute a great deal to people’s awareness of environmental problems
E) is one which is made creatively and contains a great deal of interesting material.


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.