Прочитайте текст. Определите, какие из приведённых
утверждений 10—17 соответствуют содержанию текста (1 —
True) , какие не соответствуют (2 — False) и о чём в тексте
не сказано, то есть на основании текста нельзя дать ни положительного, ни отрицательного ответа (3 — Not stated) .
В поле ответа запишите одну цифру, которая соответствует
номеру правильного ответа.

The Amish people
Imagine the world without telephones or television,
without cars or electricity. There is no industry. Everyone
works on farms and travels by horse or on foot. Where do you
think this world is? Europe in the 17th century? In fact, it is
America in the beginning of the 21st century. It is the world
of the Amish people.
A conservative Christian group, the Amish live a simple
lifestyle that is an expression of their religious beliefs. Amish
people began migrating to North America from Europe in
the early 1700s. It was estimated that at the beginning of the
21st century there were about 100, 000 Amish living in North
America.
Amish people reject most aspects of modern life. They do
not usually use telephones, electricity, radios, televisions,
or automobiles. Horses and buggies provide transportation.
Many Amish are excellent farmers who do not use power
machinery. Other common occupations are carpentry and
blacksmithing. Amish women are known for producing
beautifully handcrafted quilts.
Amish clothing is simple. Men have long beards, but no
mustaches. They wear wide-brimmed black or straw hats, dark
trousers, and plain shirts. Amish women wear their uncut
hair in buns. They also wear bonnets, ankle-length dresses,
and capes or shawls.
Children attend one-room schools in their communities.
Their formal education goes only through the eighth grade.
In 1972, the US Supreme Court passed a law recognizing the
right of Amish people to limit their education to the eighth
grade. Amish boys and girls learn an occupation by helping
their parents in the field, house, or workshop.
The Amish have a policy of not getting involved in the
military. However, Amish people have served in the military
during times of war, usually in alternate duties such as in
hospitals.
The Amish hold worship services on Sundays, but there
are no church buildings. Instead, Amish people meet in each
other’s homes.
The Amish celebrate the traditional Christian holy days,
such as Christmas and Easter. Only adults are baptized.
The Amish follow the Ordnung, which is an unwritten but
understood set of rules that regulates the Amish way of
The first Amish were followers of Jacob Amman, a Swiss
leader in the Mennonite church during the late 1600s.
According to Amman, the Bible calls for followers to end all
contact with those who are not faithful, even family members.
Those who agreed with his views formed Amish groups in
Switzerland, Germany, Russia, and Holland.
Like the Mennonites, the Amish were victims of prejudice
in Europe and were sometimes looked on as heretics, or as
unreligious. Some were put to death for their views.
After the Pennsylvania colony was founded as a place
welcoming people of different religious views, the Amish
began migrating there. The first settlers arrived in eastern
Pennsylvania in the 1720s. They later settled in other states,
including Ohio, Indiana, Illinois, Iowa, and Kansas, as well as
Ontario, Canada.

10. The Amish are a native nationality of the North
America.
l) True 2) False 3) Not stated

11. In some extreme cases the Amish have to use telegraph.
1) True 2) False 3) Not stated

12. The Amish provide their living by farming.
1) True 2) False 3) Not stated

13. Amish women are highly skilled at handicraft.
1) True 2) False 3) Not stated

14. Amish children attend state schools.
1) True 2) False 3) Not stated

15. The Amish can serve in the army on special conditions.
1) True 2) False 3) Not stated

16. Centuries ago it was rather dangerous to follow Amish
religious views.
1) True 2) False 3) Not stated

17. Now there are few Amish settlements in North America.
1) True 2) False 3) Not stated

Summary. "the lost world" begins with a declaration of love. budding reporter edward malone asks marriage to his sweetheart, gladys. the girl refuses him on the grounds that he was too ordinary for her sublime nature, and that her husband can count only become an outstanding and courageous person and for love to make risky behavior. while impressed by such a retort, our hero ran rushes to the editor, demanding immediately to send him to the risky place on earth. so he could make out an outstanding report. unworldly editor to grant the request of ambitious young men. the most dangerous job assignment is to interview the notorious professor challenger, famous throughout london for his pathological dislike for the journalistic fraternity. malone can only agree to this task, and after a small fight with the professor he gets an invitation to attend the press conference at which the challenger must come up with a sensational statement. summary the "lost world" as you may have guessed all readers of the book "the lost world", a summary of which we set out, the statement is that dinosaurs are not extinct. the professor saw them during his expedition, but failed to preserve evidence. the scientific community ridiculed such a bold statement, but decided to organize another expedition, consisting of the opponent challenger, professor summerlee and independent community representatives. naturally, our hero decides to become this representative from the press. the second candidate was the famous hunter lord john rokston. the commission approved, and a group of brave men travels in south america. there them suddenly joined the challenger who decides to personally lead the expedition. after many adventures they come to the foot of the plateau, which is the lost world. a brief summary of the story does not involve a detailed paraphrase of the plot twists and turns, person of interest, he will read them in the book, we just outline the general outline of the work. a twist of fate and a criminal conspiracy, our heroes find themselves cut off from the world on this mysterious plateau and forced not just to watch the dinosaurs as researchers, but also to save their lives, which actively eat carnivorous dinosaurs. after numerous adventures of the expedition still manages to leave the lost world. a brief summary of their journey recorded by our reporter, and he provides it in his office immediately upon return. is going to a new conference, now four argue that dinosaurs are alive. but again, there are skeptics who don't believe in it. if you had challenged only the words of the challenger, now express distrust to the message of our heroic quartet. but the bitter experience of the challenger makes the congregation a living pterodactyl than fully confirms the veracity of his allegations. our travelers proclaim almost national heroes, and the young lover hurries to his gladys, in order to again offer hands and hearts. now he can count on reciprocity, because he discovered a lost world. a brief summary of the story leaves no room for scene description, explanation, wish everyone can read it yourself, and we'll just say that our hero is still single and plans to go on another expedition. -   сокращенная версия: summary. "the lost world" begins with a declaration of love. budding reporter edward malone asks marriage to his sweetheart, gladys. the girl refuses him on the grounds that he was too ordinary for her sublime nature, and that her husband can count only become an outstanding and courageous person and for love to make risky behavior. while impressed by such a retort, our hero ran rushes to the editor, demanding immediately to send him to the risky place on earth. so he could make out an outstanding report. unworldly editor to grant the request of ambitious young men. the most dangerous job assignment is to interview the notorious professor challenger, famous throughout london for his pathological dislike for the journalistic fraternity. malone can only agree to this task, and after a small fight with the professor he gets an invitation to attend the press conference at which the challenger must come up with a sensational statement. summary the "lost world" as you may have guessed all readers of the book "the lost world", a summary of which we set out, the statement is that dinosaurs are not extinct. the professor saw them during his expedition, but failed to preserve evidence. the scientific community ridiculed such a bold statement, but decided to organize another expedition, consisting of the opponent challenger, professor summerlee and independent community representatives.  коротко:     t he girl refuses him on the grounds that he was too ordinary for her sublime nature, and that her husband can count only become an outstanding and courageous person and for love to make risky behavior. so he could make out an outstanding report. unworldly editor to grant the request of ambitious young men

ответ: Написал

Объяснение:

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 of 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 of 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.

The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Have customer’s complete surveys about your products and service. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better. Common Expectations to Consider Some of the most common and basic expectations customers have for most businesses included: • Fast, efficient and accurate service

High quality products at a competitive price • Friendly, helpful service staff to provide information and answer questions • Prompt responses to their inquiries, whether online, by phone or in person • Sufficient stock to meet their needs without long waits • A trained staff that can handle their questions without referring them on • A clean facility or easy to navigate website All of these expectations comprise the minimum of what your top-notch service should look like. Additional expectations may arise from your customer research, which you can address on an individual basis. Benefits of Meeting Expectations

 

When you are able to accurately identify and adequately meet your customers’ expectations, your customer service reputation will automatically be enhanced. Some of the benefits of meeting your customers’ expectations include: • Customers that transform from first-time visitors to loyal clients • Increased sales as customers feel more comfortable doing business with you • More referrals from satisfied customers who bring in additional business by word of mouth There is no doubt that adequately meeting customer expectations is an essential part of a robust customer service department.

By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line. Other reasons for customer service problems include:not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is intended to deliver for customers and what it actually does deliver * cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver * poor staff attitudes, training levels and working materials * gaps between what salespeople promise and the actual service or product quality The Voice of the Customer (VOC) is a process that ensures the customer’s voice is deployed throughout a product’s or service’s design, production, marketing, delivery, and after-sales service.