1. What is the objective of sending this email?

To: All teachers
From: Human Resources Department

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This is a notice to all teachers that the leave applications must be approved by the operations manager before you complete a form.

Job opening: Convergys
Description: Voice and Accent trainer required for Gurgaon location. 2 years' experience required in V&A training. Saturday and Sunday fixed offs.

To: All students
Subject: Mandala Course

Students wishing to sign up for the Mandala Course are required to contact Sachi Lakhotia, who needs to know their contact details.

Call Sunil Singh at our Noida Showroom for a free quotation or to arrange a visit from our executive/representative.

You suspect that your customers aren’t as happy as they once were. First, existing customers seem to be 5. _________ you for the competition almost as fast as you can get new ones. Second, your company has started to become the butt of bad jokes at conferences and in the press. So how do you set about measuring, and improving, your customers' satisfaction?

It's important to see things through their eyes. You can 6._______ your service for yourself, or watch your customers using it. A further option is to carry out some qualitative research with your customers. 

Whichever way you choose, the objective is to identify the 7. _____ on which customers will form their judgement of your service, so you can frame your questions accordingly.

It would be foolish to think you could know all of those questions, let alone their answers, at the 8. __________.

But your reputation is at 9._______ if you fail to deliver. Don't embark on a customer-satisfaction exercise unless you are prepared to act on the results. If you ask people what they are unhappy about and then do nothing about it, you will leave them more disillusioned with you than ever.

And remember that it’s a 10._______ target: today’s satisfied customer is tomorrow’s bored one.

A service level that 11._______ the button today may be considered downright sloppy in six months’ time, such is the pace of change.

So keep saying to yourself, 'Let's find out where our performance falls below expectations, and then see what we can do about it.'

Reid actively 13._______ employees to progress through the company, and many of the current surveyors and site managers launched their careers on the Reid workshop floor.

Quality is at the forefront of Reid’s philosophy and each new project, whatever its size, is 14._________ with the same dedication and completed to the highest quality standards. This enthusiasm is reflected in the numerous industry awards the company has received.

At present, Reid is 15.__________ in the refurbishment of a major concert hall in London, with particular responsibility for the stage and acoustic panels. 

This is our largest project to date, and is expected to be completed within 16.___________ and on schedule.

Reid’s varied project 17. ________ includes numerous blue chip companies, such as the BBC and Shell. 

Perhaps one of our most prestigious projects was restoration work we carried 18._________ at Windsor Castle. However, our focus is not upon corporate clients alone: many private residences, too, have been refurbished for clients.

The company has plans to expand its core business in the coming year. A key factor in the company’s success has been its wish to create a highly skilled and motivated workforce, as highlighted in its mission 20.________.

One of Stewart Green’s first actions on becoming the new Managing Director last year was to 21.________ his employees’ training needs.

He then established a training programme to enable all staff to work towards nationally 22.________ qualifications. The cost of this ambitious scheme was partially met by local enterprise agencies. 

Stewart said that motivating his staff was very important for him, adding, ‘As well as making sure employees have 23. _________ to training and good working conditions, 

I’ve tried to ensure that staff at all 24._________ of the company are fully informed about the activities of the co-operative and are made to feel part of a unique organisation.’ 

The future of the company is 25._________ good. Having invested in both training and new facilities, this co-operative is now a major supplier of premium products, not just in the UK, but throughout Europe.