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.
Leslie comes from a big city. During the holiday she went to spend a week on her uncle’s farm. It was her first visit there. Her uncle, who was very pleased to see his niece, did his best to make her stay an enjoyable one. On the farm she rode a horse, fed chickens ran in the fields and ate fruit fresh from the trees. She enjoyed her holiday so much that, when the day for her to return to the city came, she was very sad to leave.
1 . Leslie‘s _____.
A) holiday lasted for a week.
B) parents often sent her to the farm.
C) uncle left the farm and went to the city.
D) greatest pleasure was to ride a horse.
E) life on the farm was a very sad one.
2. Leslie _____.
A) hated the animals on the farm.
B) visited her uncle’s farm once a week.
C) thought life on the farm was extremely hard.
D) thoroughly enjoyed her holiday on the farm.
E) worked for her uncle on the farm.
3. Which of the following is the most suitable TITLE for this passage.
A) Horses and Chickens
B) A Different Sort of Life
C) Longing for the City
D) An Uncle and His Spoiled Niece
E) An Unpleasant Holiday


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.