Self study 5 Task1 Grammar: Fill in the blanks with an appropriate answer

Task 3. Reading: 
Answer the following questions according to the text. 
This was the first time Mary was going to fly. It wasn’t going to be a long flight; in 
fact, she would be in the air just under an hour. She got to the airport an hour 
before the plane was expected to take off. 
She was very excited and also a little nervous. But before long, it was announced 
that her flight was going to be delayed for two hours. Suddenly she felt very 
disappointed and didn’t know what to do while she was waiting. 
1. Mary’s flight _____. 
A) left an hour early. 
B) was delayed for two hours. 
C) suddenly had to be cancelled. 
D) was enjoyable from the beginning to the end. 
E) was over far too quickly. 
2. On arrival at the airport, Mary _____. 
A) was calm and confident. 
B) expected the plane to take off in an hour. 
C) had to hurry to catch the plane. 
D) found out that her plane would take off in less than an hour. 
E) didn’t know how long the flight would take. 
3. It was obvious from the passage that Mary _____. 
A) was pleased the flight had been postponed. 
B) was used to traveling by air. 
C) nearly missed her plane. 
D) was afraid her flight would last for hours. 
E) began her first flight with a disappointment. 
 
 
Task 4.Writing
: Translate the text into your native language. 
 
Customer service 

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Excellence in customer service is the objective of all organisations wishing to be 
successful. However, there is often a gap between customer expectations and 
management perceptions o f customer expectations. Organisations often fail to get 
close to their customers and correctly read their expectations. Customers
expect certain things when they walk into a business, and those with the highest 
level of service will know how to identify those expectations and meet them to the 
customer’s satisfaction. However, this process is not as easy as it sounds - 
customer expectations are a dynamic feature that ebbs and flows regularly in
accordance with a wide range of factors. However, when expectations are not 
met by the performance o f your customer service representatives, customer 
dissatisfaction is the result. Customer Expectations + Service Performance = 
Customer Satisfaction The quality of your customer service is almost wholly 
determined by your ability to meet your customer expectations. You can have the 
greatest service team, but if your customers perceive their needs are not being met,
your service reputation suffers. By the same token, companies that don’t spend 
much time worrying about customer service - but manage to meet customer
expectations consistently - are perceived as offering good customer service.
Service quality is largely determined by customer’s perception, which is why 
meeting customer expectations is an essential part of the process. 
Identifying Customer Expectations Because customer expectations are an ever-
evolving process, it can be very challenging to know precisely what those 
expectations might be. 
Mijozlarga xizmat
Mijozlarga xizmat ko'rsatishda mukammallik muvaffaqiyatga erishmoqchi bo'lgan 
barcha tashkilotlarning maqsadidir. Biroq, ko'pincha mijozlar kutishlari va 
rahbariyatning mijozlar kutishlari haqidagi tasavvurlari o'rtasida tafovut mavjud. 
Tashkilotlar ko'pincha o'z mijozlariga yaqinlasha olmaydilar va ularning 

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taxminlarini to'g'ri o'qiydilar. Mijozlar biznesga kirishganda ma'lum narsalarni 
kutishadi va eng yuqori darajadagi xizmatga ega bo'lganlar bu umidlarni qanday 
aniqlashni va mijozning qoniqishini qondirishni biladilar. Biroq, bu jarayon 
ko'rinadigan darajada oson emas; Mijozlarning umidlari keng ko'lamli omillarga 
muvofiq muntazam ravishda o'sib boruvchi dinamik xususiyatdir. Biroq, 
mijozlarga xizmat ko'rsatish vakillarining ishlashi kutilgan natijalarni qondirmasa, 
mijozning noroziligi natijasidir. Mijoz kutishlari + Xizmat ko'rsatish samaradorligi 
= Mijozlarning qoniqishi Mijozlarga xizmat ko'rsatish sifati deyarli butunlay 
sizning mijozlaringiz kutganlarini qondirish qobiliyati bilan belgilanadi. Siz eng 
katta xizmat ko'rsatish guruhiga ega bo'lishingiz mumkin, ammo mijozlaringiz 
ularning ehtiyojlari qondirilmayotganini sezsa, sizning xizmatingiz obro'siga putur 
etkazadi. Xuddi shu nuqtai nazardan, mijozlarga xizmat ko'rsatish haqida 
qayg'urishga ko'p vaqt sarflamaydigan, lekin doimiy ravishda mijozlar talablarini 
qondirishga muvaffaq bo'lgan kompaniyalar mijozlarga yaxshi xizmat ko'rsatishni 
taklif qiladilar. Xizmat sifati asosan mijozning idroki bilan belgilanadi, shuning 
uchun mijozlar kutganlarini qondirish jarayonning muhim qismidir. Mijozlarning 
kutganlarini aniqlash Mijozlarning kutishlari doimiy rivojlanib boruvchi jarayon 
bo'lgani uchun, ular nima bo'lishi mumkinligini aniq bilish juda qiyin bo'lishi 
mumkin.