A Report Subject : Customer complaints Date : October 23 rd , 2010 Preparedby : Doug Smith As I mentioned in my October 15 th notice, we have received many customer complaints about service at three of our restaurants in the New York area. I visited the restaurants in question to examine the situation. Most of the complaints we received are related to the following points: — slow service — unclean tables and dishes — mistakes in orders I visited the restaurants in Newark, New Brunswick, and Trenton,where I spoke to the managers and full-time and part-time staff. I discovered that in all the three restaurants the recommended training requirements had been ignored. Rita Penrose, the manager of the Trenton restaurant, said that she didn’t have enough staff and many part-time workers did not stay long enough to complete the training period. She believes the main reason is low wage. Based on my research, I suggest that we review our wage system, and offer an incentive scheme ( 奖励计划 ) to encourage part-time employees to stay. I also suggest that we improve our training program. 1. What is one of the customer complaints about the three restaurants? A) Bad service. B) Small space. C) Business hours. D) Poor management. 2. What problem did the report writer find after his visit to restaurants? A) They didn’t follow the training requirements. B) They suddenly changed the wage system. C) They didn’t employ any full-time staff. D) They employed too many part-time workers. 3. According to Rita Penrose, many part-time employees quitted the job because of ________. A) low wages B) a heavy work load C) overtime work D) lack of training 4. What does the report writer think of the training program? A) It can save a lot of money. B) It has to be given up. C) It should be improved. D) It is very useful. 5. In order to encourage part-time employees tostay, Mr. Smith suggests that they should __________. A) offer an incentive scheme B) hire younger part-time employees C) spend more money on facilities D) train the employees frequently