People in the UK are used to B4 (HAVE) excellent customer service in the shops and are not used to doing...

People in the UK are accustomed to receiving excellent customer service in shops and are not used to having to do things themselves. The TV programme about IKEA highlighted complaints about bad customer service and the inconvenience customers face when putting furniture together. However, these complaints seemed ridiculous to us as IKEA's assembly manuals are very clear and easy to follow, with detailed steps on how to assemble the furniture without the need for words.

I remember assembling hall furniture in our apartment in Russia, where 30% of the holes did not match and I had to drill new ones or adjust angles to put the pieces together. The mirror was too big for its place, requiring me to drill new holes and cut metal shelf holders to make everything fit, which took a week. I believe many Russian people have similar memories of struggling to assemble furniture.

However, our experience with British IKEA was different. We bought a bookcase with several shelves and I was able to assemble it in just 15 minutes. Every hole was in the right place, making it easy to put together even without instructions. We are very satisfied with the shop services here and find it hard to understand why people complain.

The text discusses the differences in customer service expectations and experiences between people in the UK and in Russia, particularly in the context of assembling furniture from IKEA. Below is a detailed explanation of the fill-in-the-blank answers based on the given context:

B4 (HAVE) - People in the UK are used to having excellent customer service in the shops and are not used to doing things themselves. Explanation: The word "having" is appropriate here as it indicates possession or receiving of a service, which fits the sentence contextually.

B5 (SELF) - People in the UK are used to having excellent customer service in the shops and are not used to doing things themselves. Explanation: "Themselves" is a reflexive pronoun required in this context to indicate that the people are not accustomed to performing tasks on their own.

B6 (THIS) - All these complaints looked ridiculous to us. Explanation: "These" is a demonstrative pronoun that references the previously mentioned complaints, making it the correct choice.

B7 (DETAIL) - They contain no words at all — just detailed steps on how to assemble it. Explanation: "Detailed" is an adjective that describes the steps, indicating that the instructions are comprehensive and specific.

B8 (ASSEMBLE) - I remember assembling hall furniture in our apartment in Russia. Explanation: "Assembling" is a gerund that fits as the object of the verb "remember," indicating the action of putting the furniture together.

B9 (BIG) - The mirror was much bigger than the place for it and I had to drill new holes and cut metal shelf holders to make everything fit. Explanation: "Bigger" is the comparative form of "big," appropriately describing the size discrepancy between the mirror and its designated place.

B10 (BE) - Every hole was exactly in its place, it was easy to assemble it even without instruction manuals just using common sense. Explanation: "Was" is the past tense of the verb "to be," correctly fitting the past narrative of the sentence.

In summary, the text contrasts the perceived ease of assembling IKEA furniture in the UK, where it is seen as straightforward and problem-free, with the challenging experience of assembling furniture in Russia, where the process is often fraught with difficulties and requires additional effort and improvisation. This difference highlights varying expectations and experiences related to customer service and product quality between the two countries.