Условие:
Look at B opposite. Complete the section headings (a-c) with the three Ps from B opposite. Then complete the gaps ( 1-7 ) with expressions from 8 . Use some expressions more than once.
a
A service can't be experienced before it is delivered. This means that choosing to use a service can be perceived as a risky business because you are buying something (1) This uncertainty can be reduced by helping customers to "see' what they are buying. Facilities such as a clean, tidy reception area can help to reassure them.
b
Amyone who comes into (2) with your customers will make an impression, and that can have a profound effect, positive or negative, on curtomer satisfaction. it is essential that all employees who work with customers are the right kind of people for the job. They must be highly informed and (3) , be appropriately trained, and have the right
(4) in dealing with customers. The level of after-sales
(5) and advice provided by a business is one way of adding value to what you offer, and can give you an important edge over your competitors.
c
The (6) of giving a service, and the behaviour of those who deliver it, are crucial to customer satisfaction. Issues such as waiting times, the information given to customers and (7) staff are all vital to keep customers happy. Customers are not interested in the details of how your business runs. What matters to them is that the business works for them.