November 2018 1 26 Report

Pomocy!!

Porównanie klimatu wyżyny śląskiej z innymi ok 3-4 zdań.

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Pomocy.!! Przeczytaj tekst. Z podanych możliwości odpowiedzi wybierzC lub D. Za każde poprawne rozwiązanie otrzymasz 1 punkt.Can complainThe 'can't complain' attitude has always been an integralpart of British culture. However, with Britain's ąuality ofcustomer service getting worse, people are now starting tocomplain morę than ever before.At first glance, it seems like a simple case: we buy a phoneand, after some time, one of its parts gets broken. We take theI phone back to the phone centrę and ask to have it repaired underI warranty. As we ąuickly discover, however, the issue may be moręI complex than we initially thought. First, the company may insistI that it is not one of their phones that we bought, and even if theyI do eventually agree, they can refuse to send it to the repair centręI because of 'data protection'. So, we are left with the broken phone1 and no right to complain anymore. This is exactly what happenedto 39 year-old Kirsten Hey from Edinburgh, who was literally1 reduced to tears by one o^ the UK's phone companies.I Kirsten's case is one of a great many examples of Britain's poorI customer service. According to the results of a survey carriedI out in 2006 by the Institute of Customer Service, sixty per cent1 of respondents said that they would be willing to complain aboutI bad service they experienced, which is ten per cent morę than five II years earlier. What's morę, if the survey was repeated today, thatI figurę would be even higher.i What has happened? Why are the British morę willing to complain• these days, even though we have had a long tradition of accepting1 the most uncomfortable situations as long as this lets us avoidcomplaining in public?One of the reasons is the rise in people's expectations. Given theenormous selection of goods and services, we have become moręchoosy than ever before. Also, the consumerist society we live inpromotes the idea of a happy, fuli life: if we don't feel happy, theremust be something wrong and someone to complain to about this.But it is also companies themselves which are responsible. Toooften, we don't receive the services we were promised. Appliancesstop working, packages don't arrive or turn up broken. Whafsworse, nobody seems to care. When we phone up to complain, weare forced to spend hours waiting ...Cali centres, which began to appear in Britain in the 1970s, werethought up as an efficient and cost-effective way to deal withcustomer complaints. Unfortunately, cutting costs is often takento extremes: customer service agents often receive poor trainingand poor salaries and are ordered to follow precise »cripts thatsupposedly list all possible customer ąuestions. What's worse,agents are aware that the faster they can complete a cali, the moręefficient they are considered to be, whether the customer is reallyhelped or not.What should be done, then, to limit the alarming number ofcomplaints?It seems that unless companies end their obsession with reducingcosts and don't see the link between customer service and profit,we can't expect much of an improvement. Luckily, there are somecompanies out there which have already realised the importance ofcustomer satisfaction. Let's hope this trend continues.6,1, When one of the parts in our phone getbroken, weA. should never ask the shop to repair it for usB. can be surę the shop will always help us.C. may be surprised by the complaintsprocedurę.D. should always send the phone to therepair centrę ourselves.6.2, The BritishA, have never complained before.EL complained morę in the past then theydo now.C complain morę now than they did in th<past.D. complained as much in the past as theydo now.6.3, According to the article, British customersA, expect fewer goods and services thanbefore.8. don't have happy lives.C, complain about the consumer societythey live in.D, will no longer accept something theyaren't happy with.6.4, Customer service agents in cali centresA, know what to do to be seen as moręefficient.8. aren't allowed to use scripts.C. never help customers.D. are always poorly trained.6.5. Companies can improve their customerservice byA. making morę profits.B. changing their way ofthinking.C. employing fewer customer service agents.D. reducing costs even morę.6.6. In the article, the authorA. heavily criticises British customers.B. encourages companies to cut costs.C, encourages customers to complain evenmorę.D, presents the change of attitude of Britishcustomers to complaining.
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