Question

Task 2

Read the article on being a customer service advisor and sentences 13-17 below. For each sentence 1-5 mark one letter (A, B, C or D). Being a customer service advisor in a call centre in India is not sweatshop work. It is

highly skilled and not easy to do well. Advisors need to be educated and able to master complex

areas such as motor insurance and to be able to deal with many different English accents. Not everyone can cope with this. Some just learn the standard responses and repeat these without real understanding and this causes problems when something unusual or difficult occurs. Compared with working conditions in other industries in India, the working environment in call centres is extremely good and the wages are high. There is fierce competition for jobs and the best companies attract the best people. Advisors often see working in a call centre as a step

up the corporate ladder to a management position or to another job, having worked on their

language and customer care skills. Having dealt with the high pressure of taking non-stop calls

from the UK in the middle of the night, advisors have proved themselves capable of dealing with

a heavy workload.

The job is not an easy one but then many jobs are difficult. Compared with coal mining

or industrial manufacturing, the kind of pressures are completely different and different people can cope with different pressures. Working in a call centre is not just answering the phone. It's being able to cope with many different problems and situations. It is a real skill to be able to sound patient and understanding with equally stressed customers who many have been on hold for a long time and

who are calling because they have a problem which needs to be solved.

1. To be a good customer service advisor you need A to be able to deal with a variety of challenges well.

B to learn what to say and say it. C to be able to speak in many English accents.

D to know everything about cars and car insurance. 2. Experienced customer service advisors

A have a choice of career moves for the next stage in their career.

B can all become mangers.

C can easily find a job.

D can start to learn English and customer care skills.

3. Experienced customer service advisors have shown that they

A can use the telephone.

B can improve their language skills. C can work at night.

D can cope well with a lot of pressure and a high volume of work.

4. Jobs in call centres A are as difficult as coal mining and industrial manufacturing.

B are done by people who could be coal miners.

C do not have the same pressures as coal mining.

A are harder than coal mining and industrial manufacturing.

5. When a customer service advisor talks to a customer, they

B both want to finish the call quickly. C both have a problem.

D both should be patient and understanding.

D are both under pressure.

Answer 1

Ответ:

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Объяснение:

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