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The following short texts deal with various aspects of customer care.1. Every complaint must be put in writing and we undertake to respond to that complaint within 24 hours. 2. Despite booking wheelchair assistance, I had to ask a fellow passenger to push me to the departure gate for my Ryanair flight from Stansted to Biarritz. 3. Then there was the travel agent who told me about her customer losing a «held booking» through having to wait more than 30 minutes on the phone to confirm. 4. “Managers should put in a call after a sale to check if the client is happy with the goods or services” says Fosbrook. “This will help to avoid late payments for dissatisfaction”. 5. Tradesmen who worked for Steve Clark began to get the idea he was serious about customer care when he arrived on site and threw their transistor radio in the bin. Other things that are banned on Clark Contracts sites include earrings and brand name clothing. 6. Hotel staff in Scotland have such poor language skills that workers in 97 % of hotels were unable to answer basic questions in French and German from prospective customers, a survey has revealed. 7. Results in the survey showed that callers who managed to get through to an advertised business number spent more than 40 % of their time either on hold, in a queue or being continually transferred. 8. If there is a shipping delay, a customer-care staffer contacts the buyer in question immediately. “We don't want customers to have to call us to find out what's going on with their order” says Mauriello. Questions on the text: 1. Which of the situations above represent good customer care, and which GOOD CUSTOMER CARE: _______________________________ POOR CUSTOMER CARE: ________________________________ 2. For each of the situations in the texts above which represent poor customer Get ready to speak in details about business and consumer. V. Written Task Translate into Russian using a dictionary. ATTRACTING AND KEEPING CUSTOMERS AND CUSTOMER CARE THE INSIDE TRACK Customer complaints. It is said that the English never complain, but if that was ever true, things have changed. Research by the Institute of Customer Service (ICS) shows that compared with the other three nations in the United Kingdom, the English are more likely to complain about poor service. Two-thirds of those surveyed anticipated making more complaints this year than they did last. It might be argued that it is not the English but the quality of services that has changed. And few will be surprised to learn that the organization most complained about is a railway company. Paradoxically, complaints can be good for business. ICS research shows that nine out of 10 people who have a complaint dealt with satisfactorily are likely to recommend the services of the company concerned to a friend. In theory, at least, many marketing departments now argue that a company's brand is not its product but its people. The most visible symbol of this is the television advertisements that feature real employees – there is an underlying philosophy at work here. And the purpose of the ICS research is not to produce a league table of competence but to demonstrate that there is a correlation between share price and customer satisfaction. And its latest report, written by Robert Johnston of Warwick University achieves exactly that. Naturally everybody is in favour of good customer service, but not everyone is delivering it. “The boards of many companies in the UK still believe that, although good customer service may be desirable, it is a cost that they are not prepared to fully commit to”, says Paul Cooper, business development director at the ICS. Of course it might be argued that customer service is a wasted effort if employees are flogging a dead horse. For example, if rail management won't invest in new trains, there is little to be said that will cheer up the passengers. But it is not always that straightforward. For companies that deliver as much customer dissatisfaction as the rail firms, the unschooled, and presumably unauthorized, customer service announcement “Sorry, but the driver hasn't turned up” will fast become a collector's item. Glossary * paradoxically – strangely * league table – list which shows how successful a company is compared with other similar companies * flogging a dead horse – trying to achieve something that cannot be done * unschooled – not the result of training * a collector's item – very rare PROGRESS TEST 1. The recent boom in consumer spending resulted in sales _ . a. recession b. growth c. improvement 2. They are determined to make the company profitable and to achieve a stable a. increase b. income c. loss 3. We should ____ the product into the market by August. a. take b. launch c. deliver 4. If you own some shares of a company, you receive __ per share. a. interest b. dividends c. salary 5. I draw up contracts and advise the company on tax legislation. I work in the a. Sales b. Human Resources c. Legal 6. He ____ most of his savings in the Stock Exchange. a. gave b. invested c. fixed 7. ____ receive income, known as dividend, from the companies in which they invested. a. Owners b. Shareholders c. Stockbrokers 8. In order to raise capital the company intends to issue shares . a. on the consumer market b. on the production market c. on the stock market 9. Of course, our goods are not very cheap, but the prices are quite __ for the average consumer. a. high b. reasonable c. costly 10. If you sponsored a charity, you would improve your _ . a. income b. profits c. reputation 11. Our company is determined to __ so that we might reach our full potential. a. increase b. recess c. expand 12. A car’s fuel ____ is generally very high. a. consumptive b. consummation c. consumption 13. ____ can result if you have no more income to pay your debts. a. Transfer b. Bankruptcy c. Discount 14. Russian business is ___ a lot of foreign capital. a. investing b. attracting c. importing 15. The operating divisions of our company are like separate small businesses. a. run b. responsible c. established 16. An amount of money required to start or expand a business is called . a. capital b. loan c. rent 17. People who buy goods or services are called __ a. users b. customers c. suppliers 18. A non-profit-making organization is called a __ a. company b. business c. society 19. A monthly payment in exchange for work is called a. dividend b. interest c. salary 20. A plan of action is called ___ . a. objective b. strategy c. goal 21. He is ____ on legislation problems. a. a lawyer b. an authority c. a supervisor 22. A highly competitive market led to higher capital _ a. losses b. growth c. expenditure
APPENDIX TIPS OF HOW TO RUN A DEBATE Running a debate In a debate, speakers speak for or against an idea which is called the motion in front of an audience which is referred to as the House. At the end of the debate, a vote is taken. The fun is to see which side can win. In real life, most people would often feel that there were some good points on both sides. In a debate, you support the side that you think has most good points. If you are one of the speakers, you make your own speech trying to persuade everyone else that your side is the right side. You do this by pointing out all the good things about that side, and the bad things about the other side. When the vote is taken at the end of the debate, it is important that people should think hard about what has been said, and vote for the side they think has really won the argument. The procedure The speakers speak in this order: 1. The chairperson reads the motion. 2. Someone speaks in favour of (proposes) the motion. 3. Someone speaks against (opposes) the motion. 4. A second person (a seconder) speaks for the motion. 5. A second person speaks against the motion. 6. Then the other people in the House take it in turns to speak, as the chairperson gives them a turn 7. The proposer of the motion then has another turn, to remind people of all the points that his or her side has made. 8. And so does the opposer of the motion. 9. The chairperson takes a vote and declares the result. Introduction We appreciate greatly the opportunity to participate in the debate, especially because of the motion, which is ... The very term can cause a lot of controversial opinions Before presenting the case we'd like to define the terms for the purpose of this debate. With terms in mind, the affirmatives present the following arguments... Our side will concentrate on things like ... This approach suggests that... Therefore the A (N) team (case) stands firmly resolved that . 
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