For the questions below, please choose the best option to complete the sentence or

conversation.

Crash Course in satisfying your customers

 You suspect that your customers aren’t as happy as they once were. First,
existing customers seem to bedeparting
 abandoning
 defecting
 withdrawing

5 you for the competition almost as fast as you can get new ones.

Second, your company has started to become the butt of bad jokes at conferences and

in the press. So how do you set about measuring, and improving, your customers'

satisfaction?
 It's important to see things through their eyes. You can

 tastes
 try
 experiment
 attempt
 6 your service for yourself, or watch your customers using it. A further option is to
carry out some qualitative research with your customers. Whichever way you
choose, the objective is to identify the 7
 topics
 subjects
 headings
 issues
  on which customers will form their judgement of your service, so you can frame
your questions accordingly. It would be foolish to think you could know all of
those questions, let alone their answers, at the 8.
 outset
 introduction
 origin
 foundation

 danger
 risk
 peril
 hazard

 But your reputation is at 9 if you fail to deliver. Don't

embark on a customer-satisfaction exercise unless you are prepared to act on
the results. If you ask people what they are unhappy about and then do nothing
about it, you will leave them more disillusioned with you than ever. And
remember that it’s a 1
 going
 passing
 moving
 travelling0 target: today’s satisfied customer is tomorrow’s bored one. A service
level that
 touches
 hits
 knocks
 strikes
 11 the button today may be considered downright sloppy in six months’ time,
such is the pace of change.
 So keep saying to yourself, 'Let's find out where our performance falls below

expectations, and then see what we can do about it.'

Next
Reid Joinery – experts in wood

Reid Joinery was established by Gordon Reid 15 years ago as a small company

specialising in wooden structures, from floors to staircases. Since then, we have evolved

significantly.

We attribute our success to the dedication and expertise of our workforce,

which 12

 ranges
 spreads
 distributes
 expands
 from six apprentices to permanent employees who are highly qualified and
experienced. encourages
 supports
 promotes
 rewards
 Reid actively 13employees to progress through the company, and

many of the current surveyors and site managers launched their careers on the Reid

workshop floor.
 Quality is at the forefront of Reid’s philosophy and each new project, whatever its
size, is advanced
 focused
 worked
 handled

14 with the same dedication and completed to the highest quality standards. This

enthusiasm is reflected in the numerous industry awards the company has received.
 At present, Reid is
 concerned
 involved
 preoccupied
 committed

15 in the refurbishment of a major concert hall in London, with particular responsibility

for the stage and acoustic panels. This is our largest project to date, and is expected to

be completed within
 cost
 budget
 estimate
 funding
 16 and on schedule.
 Reid’s varied project collection
 assortment
 portfolio
 accumulation
 17 includes numerous blue chip companies, such as the BBC and Shell. Perhaps
one of our most prestigious projects was restoration work we
carried 18off
 on
 over
 out

at Windsor Castle. However, our focus is not upon corporate clients alone: many private

residences, too, have been refurbished for clients.

Next

Reid Joinery – experts in wood

Reid Joinery was established by Gordon Reid 15 years ago as a small

company specialising in wooden structures, from floors to staircases.

Since then, we have evolved significantly.

We attribute our success to the dedication and expertise of our workforce,

which ranges from six apprentices to permanent

employees who are highly qualified and experienced. Reid actively

encourages employees to progress through the

company, and many of the current surveyors and site managers launched

their careers on the Reid workshop floor.

Quality is at the forefront of Reid’s philosophy and each new project,

whatever its size, is handledwith the same dedication

and completed to the highest quality standards. This enthusiasm is

reflected in the numerous industry awards the company has received.

At present, Reid is involved in the refurbishment of a

major concert hall in London, with particular responsibility for the stage and

acoustic panels. This is our largest project to date, and is expected to be

completed within budget and on schedule.

Reid’s varied project portfolio includes numerous blue

chip companies, such as the BBC and Shell. Perhaps one of our most
prestigious projects was restoration work we carried

on at Windsor Castle. However, our focus is not upon corporate clients

alone: many private residences, too, have been refurbished for clients.

Business case study: OFC Co-operative

This week we take a look at the Scottish company, OFC Co-operative.

OFC Co-operative is a supplier of industrial chemicals and, in terms of job

applications, it is currently one of the most popular employers in Aveburn.

Unlike a number of its competitors, which are currently

19 at a loss, OFC has reported its most successful year ever, mainly due to

a major new contract early in the year. The company has plans to expand

its core business in the coming year. A key factor in the company’s success

has been its wish to create a highly skilled and motivated workforce, as

highlighted in its mission 20 .

One of Stewart Green’s first actions on becoming the new Managing

Director last year was to 21 his employees’ training

needs. He then established a training programme to enable all staff to

work towards nationally 22 qualifications. The cost of this

ambitious scheme was partially met by local enterprise agencies. Stewart

said that motivating his staff was very important for him, adding, ‘As well as

making sure employees have 23 to training and good

working conditions, I’ve tried to ensure that staff at all

24 of the company are fully informed about the activities of the co-operative

and are made to feel part of a unique organisation.’ The future of the

company is 25 good. Having invested in both training

and new facilities, this co-operative is now a major supplier of premium

products, not just in the UK, but throughout Europe.

 Business English - Page 1 of 4

Question 1:

To: All staff

From: HR Department
Please remember that your manager must agree any holiday dates before you complete a form.

 Why is the HR department sending this email?

o to ask staff for some information

o to explain how something is done

o to tell managers about a problem

Question 2:

FINEFOODS

Agent required for nationwide distribution. Some experience in food retail an advantage.
Refrigerated van provided.

 Finefoods requires an agent to:

o own a suitable vehicle for delivery.

o be a specialist in food distribution.

o deliver goods all over the country.

Question 3:
 Staff should tell Jane Fellows

o how many people have enrolled for the course.

o if they are interested in doing the course.

o which of the courses they have decided to do.

Question 4:

Phone Neil Smith at our showroom for a free quotation, or to arrange a visit from our
representative.

 Contact Neil Smith if you want to

o obtain information about the company’s prices.

o arrange a visit to the showroom.

o speak to a representative about special offers.

Business English - Page 2 of 4

Crash Course in satisfying your customers

You suspect that your customers aren’t as happy as they once were. First, existing
customers seem to be 5.abandoning you for the competition almost as fast as you can
get new ones. Second, your company has started to become the butt of bad jokes at
conferences and in the press. So how do you set about measuring, and improving, your
customers' satisfaction?
It's important to see things through their eyes. You can 6.try your service for yourself, or
watch your customers using it. A further option is to carry out some qualitative research
with your customers. Whichever way you choose, the objective is to identify
the 7. issues on which customers will form their judgement of your service, so you can
frame your questions accordingly. It would be foolish to think you could know all of those
questions, let alone their answers, at the 8. outset .
But your reputation is at 9. risk if you fail to deliver. Don't embark on a customer-
satisfaction exercise unless you are prepared to act on the results. If you ask people
what they are unhappy about and then do nothing about it, you will leave them more
disillusioned with you than ever. And remember that it’s a 10.moving target: today’s
satisfied customer is tomorrow’s bored one. A service level that 11.hits the button today
may be considered downright sloppy in six months’ time, such is the pace of change.
So keep saying to yourself, 'Let's find out where our performance falls below
expectations, and then see what we can do about it.'
Business English - Page 3 of 4

Reid Joinery – experts in wood

Reid Joinery was established by Gordon Reid 15 years ago as a small company
specialising in wooden structures, from floors to staircases. Since then, we have evolved
significantly.
We attribute our success to the dedication and expertise of our workforce,
which 12. ranges from six apprentices to permanent employees who are highly
qualified and experienced. Reid actively 13.encourages employees to progress
through the company, and many of the current surveyors and site managers launched
their careers on the Reid workshop floor.
Quality is at the forefront of Reid’s philosophy and each new project, whatever its size,
is 14.handled with the same dedication and completed to the highest quality standards.
This enthusiasm is reflected in the numerous industry awards the company has
received.
At present, Reid is 15. involved in the refurbishment of a major concert hall in London,
with particular responsibility for the stage and acoustic panels. This is our largest project
to date, and is expected to be completed within 16. budget and on schedule.
Reid’s varied project 17. portfolio includes numerous blue chip companies, such as
the BBC and Shell. Perhaps one of our most prestigious projects was restoration work
we carried 18. out at Windsor Castle. However, our focus is not upon corporate clients
alone: many private residences, too, have been refurbished for clients.
Business English - Page 4 of 4

Business case study: OFC Co-operative

This week we take a look at the Scottish company, OFC Co-operative.

OFC Co-operative is a supplier of industrial chemicals and, in terms of job applications, it
is currently one of the most popular employers in Aveburn. Unlike a number of its
competitors, which are currently 19. runningat a loss, OFC has reported its most
successful year ever, mainly due to a major new contract early in the year. The company
has plans to expand its core business in the coming year. A key factor in the company’s
success has been its wish to create a highly skilled and motivated workforce, as
highlighted in its mission 20.statement .
One of Stewart Green’s first actions on becoming the new Managing Director last year
was to 21.assess his employees’ training needs. He then established a training
programme to enable all staff to work towards nationally 22. recognised qualifications.
The cost of this ambitious scheme was partially met by local enterprise agencies.
Stewart said that motivating his staff was very important for him, adding, ‘As well as
making sure employees have 23. access to training and good working conditions, I’ve
tried to ensure that staff at all 24. levels of the company are fully informed about the
activities of the co-operative and are made to feel part of a unique organisation.’ The
future of the company is 25. lookinggood. Having invested in both training and new
facilities, this co-operative is now a major supplier of premium products, not just in the
UK, but throughout Europe.