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1. Read these sentences and express the same in Russian, paying attention to if-clauses. Define the type of a conditional sentence.

a) If it rains tomorrow, we won’t (shan’t) go to the forest.

b) If I had known about your disease I would have visited you at the hospital.

c) If you worked hard, you would succeed.

d) If you don’t take a taxi, you’ll miss your train.

2. Translate the following sentences into Russian paying attention to a Subjunctive Mood. Define its type.

a) I wish I knew the customer`s telephone number.

b) Do you wish you had studied English properly at the Institute?

c) He feels sick. He wishes he hadn`t eaten and drunk so much.

d) She looked at me as if she saw me for the first time.

3. Open the brackets using the proper verb form. Translate the sentences.

a) If you spoke English every day, you (to improve) your language skills.

b) I wish I (to pass) my driving test last Monday.

c) If she (to return) earlier, she would have been able to see him before he left.

d) He wishes he (to know) something about cars.

  1. Read the text and translate it.

Managing Customer Service

In business it is very important to balance the interests of a firm with the interests of customers. If a company does not satisfy people's needs, it will lose its customers and suffer great losses.

American business has been developing for a long time, and it has established traditions of good customer service. Good companies pay special attention to the quality of goods and services they provide. Quality is more important to customers than low prices, because high-grade goods have a longer life. Usually company leadership determines a policy of customer service. But it is not enough. Managers of all departments and all employees must do everything in their power to provide quality products and services. Managing customer service is essential for business profitability. That's why the best trained professionals are in charge of it.

One of the major responsibilities of a sales manager or relationship manager is to organize good customer service. They carry out a company's policy.

The main directions of the customer service policy are:

— production and selling of high-grade goods;

— selection of skilled and experienced salespeople who like to work for a company and serve customers;

— organization of personnel training;

— organization of serving buyers;

— supervision of customer service;

— remuneration to good salespeople;

— study of customer demand;

— responding to buyers' suggestions and complaints;

— organization of goods shows and advertising campaigns.

According to D.A. Altany, a recognized authority on management, proper customer service is a recipe for success in business for the best American companies.

«The customer knows best» — it's cast in stone in most corporate mottoes. But keeping customers happy is not always easy.

Very often poor quality service is the result of poor management. That's why most companies try to improve it. Some of them have a customer-service representative. He's usually a low-to-middle-level manager in charge of a small department. He deals with customer complaints. But these measures are not always effective. Some companies do even more.

The Furniture Systems Division of Westinghouse Electric Corp., in Grand Rapids, Michigan, has solved management problems successfully. The company has been serving customers for years. At this manufacturing/sales facility there are no rude receptionists, no pushy salesmen, no bureaucrats. Customers are pleased and pampered.

Some years ago the top management introduced a customer-assurance program. Russ Nagel, general manager of Westinghouse Furniture, created the position of the vice president-level customer-assurance executive. Charles Lieb was appointed to the post. He is directly responsible only to the general manager and to the customers. Employees hand their suggestions directly over to Mr. Lieb. If any issue affects the quality of the product or a customer`s satisfaction, Mr. Lieb has the authority to make changes. He gives customers his home phone number. Sometimes he leaves weekend parties to arrange a shipment of parts needed to complete an installation. He often calls customers during and after an installation – just to make sure they are happy.

  1. Find in the text the equivalents of these words and word combinations.

Удовлетворять потребности людей; нести большие убытки; уделять особое внимание качеству товаров и услуг; делать все, что в их силах; главные обязанности менеджера отдела сбыта и менеджера по связам с клиентами; осуществляют политику компании; обучение персонала; вознаграждение хорошим продавцам; плохое обслуживание клиентов; представитель компании по обслуживанию клиентов; производственно-торговое предприятие; непосредственно подчиняется; передавать предложения; просто убедиться, что она счастливы.

  1. Answer the following questions.

  1. What are the main directions of the customer service policy?

  2. Do you agree that poor quality service is the result of poor management?

  3. Who is the charge of customer service in most good companies?

  4. What position was created at Westinghouse Furniture?

  5. Who is Mr. Lieb responsible to?

  1. Write how to make a company customer-oriented.

Вариант 3