1. The writer feels that nowadays a customer is_______.
A. one who is well served
B. unworthy of proper consideration
C. classified by society as inferior
D. the victim of modern service
2. In the writers opinion, the quality of service is changing because_______.
A. the customers demands have changed
B. the organizations receive more consideration than the customers
C. the customers needs have increased
D. the staff are less considerate than their employers
3. According to the writer, long queues at counters are caused by ____.
A. difficulties in recruiting staff
B. inadequate staffing arrangements
C. staff being made lazy
D. lack of co-operation between the staff
4. Service organizations claim that keeping the checkout counters manned would result in
A. a rise in the price for providing services
B. demands by cashiers for more money
C. insignificant benefits for the customers
D. the need to purchase expensive equipment
5. The disappearance of old-style hotel porters can be attributed to the fact that______.
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