· Read the text below about customer service. · In most lines there is
one unnecessary word. It is either grammatically incorrect or does not fit in
with the sense of the text. Some lines are correct. · For each numbered line
41—52, find the unnecessary word and then write the word in CAPITAL LETTERS. If
a line is correct write CORRECT. CUSTOMER SERVICE Customer service has
become such as an important competitive differentiator that it
really is no longer solely the responsibility of 41. a small group of
individuals staffing around a complaints desk. 42. Customer service is
included every employee’s responsibility, and it 43. should be a proactive
rather than a reactive strategy. Excellent 44. service wins and keeps up
customers. Service means extras—in terms 45. of product, care and
information—customised to meet for the similar 46. needs of a group of
customers. It has become so relatively complex 47. and inclusive, extending
from order planning to postsales service, 48. that a cross-functional team of
staff and managers is often one needed 49. for service delivery. Some more
things haven’t changed. The three 50. "F"s of service still apply, it has to
be fast, flexible, and come 51. from the first person the client contacted.
However by today, the first 52. person may be a computer, and fast now means
instantaneous. Flexibility remains key to survival.