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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Przeczytaj tekst. Na podstawie informacji w nim zawartych zdecyduj, które zdania są zgodne z treścią tekstu (T), a które nie (F). Zaznacz znakiem X odpowiednią rubrykę w tabeli. Za każde poprawne rozwiązanie otrzymasz 1 punkt.The boy still could not believe this. So they were at last going to fight. Tomorrow, perhaps, there would be a battle, and he would be in it. He had, of course, dreamed of battles all his life—of (festant and bloody conflicts that had thrilled him with their greatness. In visions he had seen himself in many fights. But awake he had seen battles as just marks on the pages of the past. He had wanted several times to fight in the war in his own country. He had read of marches, conflicts, and he had wanted to see it all. But his mother had discouraged him. She did not understand his excitement. She could calmly seat herself and with no difficulty give him many hundreds of reasons why he was morę important on the farm than on the field of battle. However, the newspapers, the gossip of the village, his own imagination had intensified his emotions. One night, as he lay in bed, he had heard the voices of people happily talking about a great battle. These voices had madę him shake in an ecstasy of excitement. Later, he had gone down to his mother's room and had said: "Ma, Fm going to enlist." "Henry, don't you be a fool," his mother had replied. There was an end to the matter for that night. But the next morning he had gone to a town that was near his mother's farm and had enlisted in a company that was forming there. When he returned home his mother was milking one of the cows. "Ma, I've enlisted," he had said to her shyly. There was a short silence. "Everything is in the hands of the Lord, Henry," she had finally replied, and had then continued to milk the cow. When he had stood in the doorway with his soldier's clothes on his back, and with the light of excitement in his eyes almost taking control over the regret for the memories of home, he had seen two tears on his mother's cheeks. Still, she had disappointed him by saying nothing whatever about his returning in glory. He had expected a beautiful scenę. He had prepared certain sentences which he thought could be used with touching effect. But her words destroyed his plans. She had been busy peeling potatoes and addressed him as follows: "You watch out, Henry, and take good care of yourself in this fighting business." "I've knitted you eight pair of socks, Henry, and I've put in all your best shirts, because I want my boy to be just as warm and comfortable as anybody in the army." "I've put a cup of blackberry jam with your clothes, because I know you like it above all things. Goodbye, Henry. Watch out, and be a good boy." He had, of course, been impatient during her speech. It had not been ąuite what he expected, and he had listened to it with some irritation. He left feeling a kind of relief. Still, when he had looked back from the gate, he had seen his mother kneeling among the potato skins. Her brown face was covered with tears, and she was shaking. He bowed his head and went on, feeling suddenly ashamed of his plans.1,The boy became interested in battles after he had heard about the war in his own country.2,The boy's mother discouraged him from staying on the farm.3,A specific event helped the boy to make the finał decision to join the army.4.The boy was satisfied with the way his mother reacted to his decision.5.The boy's mother felt upset by his decision.6.Once he had left, the boy felt sorry for what he did.daje naj ;))
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Proszę pomocy! Na podstawie poniższego tekstu zdecyduj które zdania są zgodne z treścią TRUE a które nie FALSE "Do you not find," he said, "that with your short sight it is a little trying to do so much typewriting?" "I did at first," she answered, "but now I know where the letters are without looking." Then, suddenly realising the fuli meaning of his words, she madę a sudden movement, and looked up with fear and astonishment at his broad, good-humoured face. "You heard about me, Mr. Holmes," she cried, "else how could you know all that?" "Never mind," said Holmes, laughing, "it is my business to know things. Perhaps I have trained myself to see what others overlook. If not, why should you come to consult me?" "I came to you, sir, because I heard of you from Mrs. Etherege, whose husband you found so easily when the police and everyone had given him up for dead. Oh, Mr. Holmes, I wish you would do as much for me. Fm not rich, but still I have a hundred a year in my own right, besides the little that I make by the machinę, and I would give it all to know what has become of Mr. Hosmer Angel." "Why did you come away to consult me in such a hurry?" asked Sherlock Holmes, with his finger-tips together, and his eyes to the ceiling. Again, a surprised look came over the face of Miss Mary Sutherland. "Yes, I did rush out of the house," she said, "for it madę me angry to see the easy way in which Mr. Windibank - that is, my father - took it all. He would not go to the police, and he would do nothing, and kept on saying that there was no harm done, it madę me mad, and I just came right away to you." "Your father?" said Holmes. "Your stepfather, surely, sińce the name is different?" "Yes, my stepfather. I cali him father, though it sounds funny, too, for he is only five years and two months older than myself." "And your mother is alive?" "Oh, yes, mother is alive and well. I wasn't best pleased, Mr. Holmes, when she married again so soon after father's death, and a man who was nearly fifteen years younger than hterself. Father was a plumber in the Tottenham Court Road, and he left a tidy business behind him, which mother carried on, but when Mr. Windibank came he madę her sell the business. They got four thousand seven hundred, which wasn't nearly as much as father could have got if he had been alive."1.Holmes knew morę about the woman than she suspected.T/F2.When the police found Mrs. Etherege's husband, he was dead.T/F3.The woman wanted to know what happened to Mr. Hosmer Angel.T/F4.The woman did not agree with Mr. Windibank's reaction to the news about Mr. Hosmer Angel. T/F5.The woman wasn't happy about her mother's marriage to Mr. Windibank. T/F6The woman's mother had sold the business before she met Mr. Windibank. T/FDAM NAJ;)
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