Reading Matching
Questions
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10
Reading 1/1:
A. Call Centers are used instead of customer service auvisers.
B. companies tend to take all the responsibility for problems.C. the onus is put onto the customer to solve service problems.
D. today's culture expects business people to make all the effort.
5) The writer comments that when people become used to poor quality, they
A. usually expect better quality.
B. tend to ignore the situation.
C. solve the problems quickly.D. soon become aware of it.
6) A repeated situation or experience
A. increases people's patience and tolerance levels.
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B. forces people to accept unsatisfactory situations.C. can deeply affect people's behaviour and opinions.
D. causes most people to notice things much more.
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7) What kind of work has the writer done in the past?
A. Training business people in international culture.B. Work for an ISP (Internet Service Provider).
C. Consultancy work in service industries.
D. Developing various infrastructure systems.
8) What aspect of poor quality service is the author particularly concerned about?
A. Everyday poor quality levels
B. Lack of discounts
C. Insufficient product variety
D. Inability to resolve complex issues
9) What does the author suggest is a common response when individuals become accustomed to poor service?
A. Avoiding the service altogether
B. Ignoring and accepting the poor service
C. Expressing discontent openly
D. Filing a lawsuit against the service provider
10) What does the author mean by "lip-service to quality"?
A. Companies prioritize quality in their service.B. Companies use high-quality products in their services.
C. Companies only talk about providing quality but don't take serious actions.
D. Quality is the main focus of companies' operations.
