Customer Service Standards For The County Libraries & Places to Eat in Riverton - IELTS Reading Answers & Explanations

Read the text below and answer questions 1-6.

Customer service standards for the county libraries

We want to make you welcome in our libraries.

We will:

• wear badges, which will show that we work in the library, and state the position we hold

• always greet you, acknowledge those waiting for our attention, and try to avoid long queues

• deal with the person in front of us before answering the telephone

• publicise our opening hours and give at least six weeks’ notice of any planned changes to those hours – however, we may need to close the library at short notice in an emergency

• provide clear directional signs to areas of the library, keep counter and display areas tidy, straighten shelves daily and make 90% of returns available on the day of return

• help you to make use of our automated reservations service

• carry out a planned programme of library refurbishment that will be reviewed annually.

In return, we will expect similar courtesy and respect from you, our customer.

Communication methods

In addition to visiting the library, you may access our services in a variety of ways, e.g. by telephone or email.

On the telephone

We will:

• aim to answer calls within 10 rings, or provide a messaging service

• answer clearly, giving the name of the library and/or department

• let you know what is happening – if your enquiry cannot be dealt with immediately, we will call back within an agreed time

• deal with messages as quickly as possible, at least twice a day when the library is open.

We may choose to end a telephone call if a caller becomes abusive, but only after giving due warning of what we are going to do and why.

Email enquiries

We will:

• acknowledge emails within seven days of receipt but we may not be able to respond fully within this time. However, we will let you know when you can expect a full response.

• give all comments and complaints our full consideration, and pass them on to Sue Jones, the Chief Librarian, when appropriate.

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Read the advertisements below and answer questions 7-14.

Places to eat in Riverton

A Don’t miss the re-opening of the newly-refurbished Strollers Restaurant next month. Its menus, serving locally-produced food, will change seasonally. The bar, with its relaxed atmosphere, will be the ideal setting for that pre-meal drink. Whether you choose from the cocktail or wine list, you will be spoilt for choice.

B Located near the main high street, within a pedestrianised area, Al Pomodoro offers an authentic taste of Italy. It overlooks the stunning 800-year-old City Parish Church. The atmosphere is relaxed, and you can eat on the terrace all year round (be sure to dress warmly on chilly evenings!). There is a varied menu with vegetarian options and fresh fish at reasonable prices. The house wines are also good value. Closed Mondays.

C The Old Tavern is a popular meeting point before and after events at the city’s stadium. If you can’t get a ticket for the big match, you can see it on one of the giant screens whilst still soaking up the atmosphere; it is a great place to chill out in deep sofas. The Old Tavern also offers a range of meals and snacks, all freshly prepared, starting from just £3.50.

D Situated in the city centre, the Thai Palace is one of the best restaurants in Riverton. It has a good mix of regular customers, including some well-known faces from music, sport and the media. It sources much of its produce locally, and blends Welsh lamb and beef with fresh herbs and spices flown in each week from Thailand. The friendly waiters wear a different Thai costume each week and provide attentive service. The restaurant caters for groups of all sizes, from meals for two to conference dinners.

E Go to Riverton Hall for an evening in historic surroundings. In the famous Banqueting Hall, which seats up to 150, you can enjoy the best of the local food. On arrival you will be welcomed with mead, a traditional medieval drink. Hosts will serve your meal and keep you entertained with a selection of folk songs. A set menu of four courses – at a price of £55 a person – will be served together with wine or soft drinks.