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Task 3. Reading: Answer the following questions according to the text.
When Christopher Columbus set sail in 1492 from Spain, his destination was not America. In fact, he did not even know that the huge American continents existed. His purpose in sailing west was to
reach the Indies faster than other ships which used a route around Africa. The Indies were a source of riches for Europeans during those days. The treasures of spices, silks, etc. were greatly valued by
Europeans but were extremely difficult to obtain. When Columbus reached the islands that are now known as the West Indies, he believedhe had reached Asia and he called the people living there ‘Indians’.
1. In 1492 Columbus _____.
A) wished to go to America.
B) started traveling towards Asia.
C) traveled by way of Africa to Asia.
D) wanted to become rich by sailing to America.
E) was looking for the treasures of America.
2. Spices, silks and other treasures _____.
A) were found around the world.
B) were taken to Asia to be sold.
C) were from the West Indies.
D) from Asia, were brought to Europe.
E) from Spain, were taken to the Indies.
3. Columbus believed _____.
A) the destination for Europeans was Asia via America.
B) Europeans should become rich.
C) the riches of the West Indies were better than those of Asia.
D) Spain could be reached via the Asian route.
E) he was headed for India.
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.