1.Вставьте артикль the где необходимо: The seat of British Parliament is Houses of Parliament. Pacific Ocean is the largest ocean on the Earth. How many rivers are there in ... Europe? 2. Закончите предложения с возвратными местоимениями: She has cut ………… I work for ………… They will solve their problems …… 3. Поставьте глаголы в нужную форму Look! They the street. (cross) They to the theatre last week. (go) His niece ___ just the invitation letters. (write) Her daughter French and German. (speak) The weather is cold. That’s why tomorrow our family picnic (not, have) 4.Вставьте причастие в необходимой форме 1.I like soup (cook) by my mother. 2.I love to look at (play) children. 5.Измените предложения в Passive Voice ( страдательный залог) The current news (watch) on television every evening. Переведите на русский язык. John is a difficult person to understand. Примечания Задание 1 : определенный артикль всегда ставится с названиями рек, океанов, в фразах с of. Не ставится перед названиями городов( кроме Гааги), частей света( Европа, Азия) Задание 2 возвратные местоимения зависят от лица и числа подлежащего( ед ч: I - myself я сам, you- yourself ты сам, he- himself он сам, she- herself она сама, it - itself оно само, мн ч we- ourselves мы сами, you- yourselves вы сами, they- themsеlves они сами) Задание 3 смотрим на указатели, определяем время, строим предложение в соответствии с типом по формулам времен Задание 4 Активное причастие Ving ( глагол + ing) если деятель сам производит действие a dancing girl танцующее девочка То есть: a girl who is dancing ( девочка, которая танцует) Страдательное причастие ( усеченный страдательный залог) V3 используется, если деятель сам не производил действие, выраженное глаголом, от которого образовано причастие I liked the soup cooked by my mother Мне понравился суп, приготовленный моей мамой ( I liked the soup that was cooked by my mother полное предложение со страдательным залогом)

x.z

Английский 

Albert Einstein was an outstanding German-born theoretical physicist and one of the fathers of modern physics. He received a Nobel Prize in Physics and was an Honorary Doctor of about 20 leading universities in the world. Einstein wrote more than 300 scientific papers and 150 books on the history and essence of science. He was born on March 14th, 1879, in Ulm, in the family of a salesman. His father and his uncle were the founders of one electrical equipment company. His mother was a housewife. When he was still a toddler, his family moved to Munchen where Albert attended a Catholic elementary school. Later, he transferred to Gymnasium, which now has his name. When he turned 14, he moved to Switzerland, where he studied at the Zurich Polytechnic School. Starting from 1909, he taught at this educational institution and became a Professor.

At the age of 34, he was already the director of the Institute of Physics and a Professor of the University of Berlin. In 1933 he was forced to leave Germany by the Nazis. He moved to the USA then and lectured there at Princeton until his death. His three important scientific works on the theory of relativity, the Brownian motion and quantum theory were published already in 1905. The next year, he created the formula about the relation between mass and energy. In 1916, he predicted the phenomenon of induced radiation of atoms. A year later he completed the general theory of relativity. His theory for the first time in science showed the link between the space-time geometry and distribution of mass in the universe. This theory was based on Newton’s gravitational law. Although Einstein’s theories seemed too revolutionary for that time, he soon received a number of confirmations.

In 1920s and 1930s the anti-Semitism was gradually gaining popularity in Germany. His theory of relativity became a subject of criticism. When the scientific work became impossible in his native country, he moved to the USA. There, he instantly received a professorship at the Princeton Institute for Advanced Study. Unified field theory became the subject of his scientific research for the last twenty years of his life. He tried to bring the theory of gravitation and electromagnetic field together. During the Second World War, he heard of the German uranium project and wrote an open letter to the US President Franklin warning about the possible consequences of the Nazi’s creation of atomic bomb. Shortly before his death, Einstein signed a petition addressed to the governments of all countries, warning them about the dangers of hydrogen bomb and nuclear weapons.

An outstanding and brilliant physicist died on April 18th, 1955. During his life he had a great number of honorary awards and world recognition. He had once received an offer to become the president of Israel, which he politely refused. In 1999, “The Times” magazine named him the man of the century. Einstein was married twice. He met his first wife when he was studying in Zurich. The couple had two sons. In 1919, he got a divorce and married his widowed cousin Elsa, who died in 1936. In his free time he liked playing the violin and was rather good at it. Another cherished hobby of the scientist was sailing.

(Про Альберта Эйнштейна)

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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.