Reading Matching
Questions
Reading 1/1:
1234567891 10
Read the extract from an article below about the quality of service, and choose the best answer for each question.
What do you think of the typical quality of service you receiver? I think the typical everyday quality of service stinks across the board. And what's more, everyone I ask seems to agree! So what's going on? Why are there no mass expressions of discontent? On a personal basis, I didn't think too much about the quality of service I received on a day-to-day basis but a couple of incidents recently, have focused my attention.
What do you expect?
Now I recognise that things can and do go wrong sometimes and that's OK as long as it's occasional and it's resolved relatively quickly. But I am also acutely aware that we can get used to almost anything, given enough time. And once we're used to it, we tend to stop noticing it, we can even start to expect It. Even if it still rankles at some level, we reconcile the discomfort with a 'what do you expect?' response or something similar. For most of us, our natural fear of conflict or of being labeled as 'difficult' holds us back from doing something about it. Instead we become resigned to it, accepting, ignoring, unquestioning. If we can't avoid it, we'll tend to put up with it. Some will even go as far as making excuses for the situation.Repetition is a powerful tool for influencing people, intentionally or otherwise. Our acceptance of poor quality continues until something changes and/or our limit of tolerance or patience starts to break down. Once we start to consciously notice whatever is we've been busy ignoring, we then quickly seem to notice it everywhere we look.
Next Question
Now don't get me wrong. I am not trying to nitpick here. With a background as a service provider and an extended period of providing advice to clients on service quality, processes.infrastructure and culture, both nationally and internationally. I know how difficult it can be to provide high quality service consistently; that's not what's bothering me. It's everyday poor quality levels I'm talking about: the inability of many companies to undertake and complete the most basic transactions successfully. I'm talking about the high levels of poor product quality and the refusal of vendors to deal with these failures with any sense of responsibility or efficiency. It's about the insidious efforts of many companies to make the customer feel that they don't have the right to complain when they don't get what they asked and paid for. It's about companies that invest heavily in call centers that seem designed to ensure that you get tired out (or timed out) before anyone will take any responsibility for solving your problem. It's about an all too common approach that tries to make sure that you, the customer, have to put in all the effort to resolve any problems that occur. It's about a culture that's developed across the service sector that firmly and intentionally avoids any serious effort to provide any possible quality of service.
Next Reading
It's about companies paying lip-service to quality.
1) A probable reason why people don't complain is that they
A. dislike confrontation.B. are afraid of others.
C. want to make an excuse.D. think others are difficult
2) What is the author's opinion on the typical everyday quality of service?
A. The author feels it's subpar across the board.B. The author believes it's satisfactory.
C. The author thinks it's excellent.D. The author hasn't formed an opinion.
3) What prompted the writer to write these comments about service quality?A. One or two recent occurrences made him notice it.
B. He has always felt this way about the matter.
C. Many people have expressed their dissatisfaction.D. He asked several people for their opinion on it.
41 The writer faale very strongly about the fact that
