Translate into russian paying attention to the word if

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a) If
it rains tomorrow, we won’t (shan’t) go to the forest.

b)
If I had known about your disease I would have visited you at the
hospital.

c) If
you worked hard, you would succeed.

d) If
you don’t take a taxi, you’ll miss your train.

2. Translate the following sentences into Russian paying attention to a Subjunctive Mood. Define its type.

a)
I wish I knew the customer`s telephone number.

b) Do
you wish you had studied English properly at the Institute?

c) He
feels sick. He wishes he hadn`t eaten and drunk so much.

d) She
looked at me as if she saw me for the first time.

3. Open the brackets using the proper verb form. Translate the sentences.

a) If
you spoke English every day, you (to improve) your language skills.

b) I
wish I (to pass) my driving test last Monday.

c) If
she (to return) earlier, she would have been able to see him before
he left.

d) He
wishes he (to know) something about cars.

1. Read
   the text and translate it.

Managing Customer Service

In
business it is very important to balance the interests of a firm with
the interests of customers. If a company does not satisfy people’s
needs, it will lose its customers and suffer great losses.

American
business has been developing for a long time, and it has established
traditions of good customer service. Good companies pay special
attention to the quality of goods and services they provide. Quality
is more important to customers than low prices, because high-grade
goods have a longer life. Usually company leadership determines a
policy of customer service. But it is not enough. Managers of all
departments and all employees must do everything in their power to
provide quality products and services. Managing customer service is
essential for business profitability. That’s why the best trained
professionals are in charge of it.

One
of the major responsibilities of a sales manager or relationship
manager is to organize good customer service. They carry out a
company’s policy.

The
main directions of the customer service policy are:

— production
and selling of high-grade goods;

— selection
of skilled and experienced salespeople who like to work for a company
and serve customers;

— organization
of personnel training;

— organization
of serving buyers;

— supervision
of customer service;

— remuneration
to good salespeople;

— study
of customer demand;

— responding
to buyers’ suggestions and complaints;

— organization
of goods shows and advertising campaigns.

According
to D.A. Altany, a recognized authority on management, proper customer
service is a recipe for success in business for the best American
companies.

«The
customer knows best» — it’s cast in stone in most corporate
mottoes. But keeping customers happy is not always easy.

Very
often poor quality service is the result of poor management. That’s
why most companies try to improve it. Some of them have a
customer-service representative. He’s usually a low-to-middle-level
manager in charge of a small department. He deals with customer
complaints. But these measures are not always effective. Some
companies do even more.

The
Furniture Systems Division of Westinghouse Electric Corp., in Grand
Rapids, Michigan, has solved management problems successfully. The
company has been serving customers for years. At this
manufacturing/sales facility there are no rude receptionists, no
pushy salesmen, no bureaucrats. Customers are pleased and pampered.

Some
years ago the top management introduced a customer-assurance program.
Russ Nagel, general manager of Westinghouse Furniture, created the
position of the vice president-level customer-assurance executive.
Charles Lieb was appointed to the post. He is directly responsible
only to the general manager and to the customers. Employees hand
their suggestions directly over to Mr. Lieb. If any issue affects the
quality of the product or a customer`s satisfaction, Mr. Lieb has the
authority to make changes. He gives customers his home phone number.
Sometimes he leaves weekend parties to arrange a shipment of parts
needed to complete an installation. He often calls customers during
and after an installation – just to make sure they are happy.

1. Find
   in the text the equivalents of these words and word combinations.

Удовлетворять
потребности людей; нести большие убытки;
уделять особое внимание качеству товаров
и услуг; делать все, что в их силах;
главные обязанности менеджера отдела
сбыта и менеджера по связам с клиентами;
осуществляют политику компании; обучение
персонала; вознаграждение хорошим
продавцам; плохое обслуживание клиентов;
представитель компании по обслуживанию
клиентов; производственно-торговое
предприятие; непосредственно подчиняется;
передавать предложения; просто убедиться,
что она счастливы.

1. Answer
   the following questions.

1. What
   are the main directions of the customer service policy?

2. Do
   you agree that poor quality service is the result of poor
   management?

3. Who
   is the charge of customer service in most good companies?

4. What
   position was created at Westinghouse Furniture?

5. Who
   is Mr. Lieb responsible to?

1. Write
   how to make a company customer-oriented.

Вариант
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