Use of English PRO

Word Formation - (B2) First Certificate of English

For Questions 1-8, read the text below. Use the word given in capitals to form a word that fits in the gap. There is an example at the beginning (0).

Customer Satisfaction

The (0) DECISION off many stores to cut costs by reducing the number of employees has not been a success. Many stores now realise that if their staff suffer from (1) ............ (EXHAUST), they are far more likely to become (2) ............ (PATIENCE) with their customers, which is not a good idea in terms of sales figures. The U.S. department store NordStrom knows that customers find poor (3) ............ (SERVE) annoying. The company believes that the (4) ............ (FRIEND) of its staff contributes in a big way to customer (5) ............ (SATISFY) and desire to return to shop there. Therefore, it goes to a great deal of trouble to (6) ............ (SURE) a positive shopping experience for its customers. For instance, one of NodStrom’s customers was about to take a (7) ............ (FLY) recently and left her ticket on the counter by mistake when she was paying. When she saw what happened, the assistant took a taxi to the airport and delivered the ticket (8) ............ (PERSONAL) to the surprised customer.

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