How to write correctly in a complaint book: negative feedback, gratitude, recommendations

How to respond to gratitude in a guest book

Also, a detailed answer will help to avoid additional questions. In the case of an unfounded complaint, it is best to use the shortest possible response.

Attention But it must contain complete information about why the claim is not being considered.

The main thing is to clearly express the reason for refusal of consideration.

In cases of gratitude, the choice remains with management.

The main thing is to express gratitude in return to the client. In addition to reviews, the book may contain suggestions. Answers to them should also be brief.

Let's begin to define the situation: An agreement was signed to carry out a scope of construction and repair work, including the company's obligation to replace the old bathtub with a new one.

Failure to complete the work or delay in meeting the deadlines was punishable by serious fines, since the premises were being prepared for super-important people and the deadlines were strict. Let's paint a picture of service. The work was carried out according to schedule; construction materials met the required quality; Process technologies were strictly observed.

At the final stage of the work, when it was necessary to install a new custom-made bathtub with all kinds of massage functions and musical lighting, it turned out that the size of the bathtub was larger than the doorways.

But in the case of a network business, this is not possible. Often service points are located in different cities, and the head of the company will not be physically able to personally respond to all records. In addition to the company's management, the administration and people holding senior positions can answer.

Option No. 10

Hello Margarita!

Thank you for taking the time and sharing your positive experience of working with our company.

I would like to note that specialists do not introduce themselves by name, since each specialist works exclusively on behalf of the company and in the interests of the client. This allows you to contact us at any time and get access to any of our lawyers and advocates, and be in full confidence that your question will be answered promptly and competently.

Sincerely,

team of AB "De jure"

More options →

How to correctly respond to a complaint or gratitude in the book of reviews and suggestions

Pay attention to complex structures. One post may contain several blocks of different topics.

And each one will need to be sorted out in a response entry. Important: most reviews are negative.

They should pay extra attention to avoid getting into trouble. The document regulates:

1. the essence of it;
2. design rules.
3. deadlines for compiling a response message;

Most entries in the book require a formal response from the management of the outlet.

The above Order obliges the institution to respond to every written communication from customers.

However, they must also be provided. Otherwise, the inspection organization may file a claim for violation of current legislation. In this case, there is no need to personally communicate with the complainant, which facilitates the employee’s responsibilities. The order obliges you to respond in the form of a response to the comment.

It’s up to the commentator to read the answer or not. Attention: the inspection of the maintenance of the complaint book is assigned to Rospotrebnadzor. The complaint book consists of double-sided sheets:

• On the reverse side is the answer form. The enterprise's response must be entered on the reverse side of the application. This is done to prevent the destruction of unpleasant or critical comments from citizens.
• On one side there is an application form. It is filled out by the citizen;

Attention: the magazine must be numbered according to the Rules.

Therefore, it is not possible to delete the page.

The management of the organization has two days to prepare a response message.

Buzdyak-mr.ru

If the complaint is not justified or gratitude is expressed, then the response should be immediate.

In cases of gratitude, you need to thank the consumer for the review and express your joy that the consumer liked the services provided. After which, you can report this by calling or writing by email. This is why you need to leave your contacts when making an entry. In the case of an unfounded claim, the response must also be immediate.

In the text you need to thank the client and write why his review cannot be considered.

In addition to writing in the book itself, the dissatisfied person can be notified by phone or email. The main condition is that the consumer must leave his data when writing a review. Otherwise, the company will have no way to contact the client.

Usually they notify you by telephone about reactions to a justified complaint.

Since there are clearly established deadlines for reviewing the record, notification by phone is necessary.

But if the victim did not leave a number, then the company will not be at fault.

Email is a less formal way to notify the consumer. Typically used to duplicate telephone answering.

It is also often used to signal a response to gratitude. Sometimes, customers leave their postal address instead of a phone number and email.

Only if the complaint is serious,

Recommendations

The following recommendations will help you in the process of creating your own text:

• Each text must begin with a greeting and address to the addressee. Treat him as he calls himself (you don’t need to come up with a name for him and you shouldn’t be familiar).
• When addressing the author, do not use the word “dear” (this is an unused form of address today if the message is addressed to a client, except when creating a greeting on behalf of a company/organization).
• Thank the author of the comment for sharing his experience, impressions of interaction with the organization (company, institution, enterprise, etc.), for taking the time to write the comment.
• The general tone of the letter should be friendly, do not use ambiguous/questionable humor.
• Comment on his impressions, experience (which he described in his message), you can confirm one of the author’s thoughts with a specific example or fact. This way you will make it clear that you have read his message and did not post a formal unsubscribe. Let him know that you are happy with his impressions and share them.
• If possible (where appropriate), mention the company’s advantages, customer-oriented service, and operating principles. Do not talk about what your organization cannot offer (for example, if delivery of goods is not fast at all, focus on other advantages - on the professionalism of consultants, for example). This way, you and other (potential) clients (if the message is available for public viewing) will point out the strengths of the organization’s work, creating trust and a desire to use the services/service and make a purchase (users not only read comments, but also study the strengths of the company/service) . For examples of such texts, see samples No. 2, No. 4, No. 7, No. 8, No. 10, No. 12, No. 15, No. 18.
• End the text with a call to action, for example, an invitation to a new visit. If there are free services or a current promotion with a gift/benefit, a new collection is expected to be delivered, etc., let us know (for example: “We will be glad to meet you again. When you visit us next time, do not forget to use the service for installing additional software software. Our specialists will do this quickly, free of charge and without errors").
• Do not forget to indicate on whose behalf the answer is posted (the signature may indicate: the name of the company/organization, the name of any department/service of the organization, administration, the name of the specialist and his position).

Rules for working with reviews

All information is checked by us within 1-3 business days from the date of publication of the review.

A response to the postal address is possible, but only at the discretion of the company management. Typically this notification method is not used.

If you are sure that we have checked something insufficiently or have deleted it improperly, please write us a feedback. In addition, according to the portal’s editorial policy, the Administration may indicate that it considers this review questionable. This conclusion is made, for example, in relation to reviews left from one computer for each point of a network establishment and containing approximately the same text.

Agree, it is unlikely that one person visited three medical centers of one network, received a little treatment in all of them, and liked them all. But since this is theoretically possible, we do not delete it, but we still have a little doubt about the plausibility of such a case.

Separately, we consider it necessary to note that:

The administrator and owner of the site are not responsible for the content and accuracy of the information posted in the texts of messages and opinions of site visitors. All messages and information posted by site visitors are an expression of subjective opinion, personal assessment of the person who posted the message. The opinions of the authors of comments may not coincide with the opinions of the site administration. The administration reserves the right to edit the text of reviews, removing profanity, obscene language, direct personal insults, etc., without changing the essence and constructive core of the review.

What to do if your establishment is written

Sample response to a customer complaint in the book of reviews and suggestions

They reflect gaps in the quality of a product or service, as well as the level of staff training; Acknowledgments

As a rule, only dissatisfied customers leave reviews.

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However, if a positive review appears in the book, this means that the client was very satisfied with the work of the establishment; Comments. This includes reviews that are not specific, such as “disgusting” or “poor service.”

How to write a negative review? If there is no sample on the first page, you should adhere to the following form:

Date (day, month, year), you can also add the time when the complaint was written; If the client plans to wait for a response from the administration of the establishment, he must compile his contact information. If not, then you can skip this point;

Response to customer gratitude

It is quite possible to write a letter of gratitude for the financial assistance provided or other kind of support by hand.

Even if you decide to type the text on a PC, it is recommended to install an italic or calligraphic font that sets the tone for a friendly “thank you” rather than a stern notice. Don’t be afraid to use epithets in any case and write really beautiful words. With sincere gratitude and respect, Chairman of the Board of KB “Initiative” S.A.

Barybin Read more about how to properly congratulate your boss on his birthday. Expression of gratitude for the congratulations on the occasion of the presentation of the Certificate of Honor of the Government of the Russian Federation Dear Sergey Ivanovich!

I was sincerely glad to receive congratulations from you on the occasion of awarding me a Certificate of Honor from the Government of the Russian Federation.

I am very grateful to you and the entire team of Ural Milk OJSC for such kind words addressed to me.

I have been associated with your company for many years, so I was especially pleased to learn that the team of Ural Milk OJSC was so sincerely pleased with the high appreciation of my modest contribution to the development of our region.

This honorary award is a new incentive for me to grow professionally and to activate all existing reserves. Confirmation of the intention to further professional improvement and intensify professional activities.

6. Expression of hope/confidence in the multilateral development of partnerships. 7. Expressing various kinds of positive wishes to the business partner.8. Etiquette formula for completing a letter indicating the position and full name of the sender.

Option No. 2

Elizabeth, good afternoon!

Thank you for rating the quality of the product. Our technologists and production designers take a very careful approach to the development of patterns. Sometimes we make up to 4-6 test samples to launch a model into production. We can say with confidence that the fit of the product is perfect. We also thank you for noting the length of the product - many manufacturers, saving fabric, sew the length 7/8, which visually shortens the legs and breaks the proportions of the body.

We would also like to note that when sewing we use professional WTO equipment (and not just an iron). In addition, products undergo a two-stage quality control inspection: at the stage of raw material control and after sewing. This can be seen not only in the perfect match of the tone of the raw material (threads) with the tone of the fabric, but also in the quality of sewing and processing of the overlock seam. Individual specialists are responsible for this. We try to conscientiously comply with all norms and standards in production.

Thank you again for your feedback, it is very important to us.

Sincerely,

customer service specialist

"Your Style" service

How to respond to gratitude

Older people will appreciate the word “please” in response more than an animation or a smile.

In business correspondence, the options listed in the previous section are acceptable. “I was glad to help” or “no thanks” are almost always appropriate.

There is no standard response to gratitude, there are just appropriate phrases.

Choose the appropriate option depending on the situation and personality of your friend or colleague.

Attention For example, this mention.net or this https://www.google.com/alerts Error #3.

Your answers are short or formulaic. The customer who wrote the review took the time to contribute to the success of your company. Why don't you take a little time to just thank him?

There is no need to respond with emoticons or write a cloned “Thank you!” Respond to each client personally. Be sure to call him by name.

Here's an example. Customer review: “Thank you to the Uryupinskiye Nights restaurant for dinner!!! My husband and I went for my birthday, we were happy with everything, and the “three bears” cake was absolutely delicious! The waitress Tanya was great, she quickly brought everything and gave us a vase for flowers.

I recommend it to everyone!!! "Lerochka." Template review: “Dear Guest! Thank you for taking the time to share your impressions of dinner at the Uryupinskiye Nights restaurant.

We are sincerely glad that you were satisfied with the cuisine, as well as the professionalism and friendliness of our staff. We are waiting for you again in our restaurant!

Maria Petrova, head of customer support service at the Uryupinskiye Nights restaurant. Heartfelt review after

Option #5

Dear Yulia Danilovna!

Let me thank you for choosing the Petersburg-Style Hotel and for your positive review. We are very pleased that you highly appreciated the location of the hotel, the rooms, and the work of our staff.

We will definitely take into account your comment regarding breakfast.

We sincerely hope to see you again among our hotel guests.

Sincerely,

Philip Matveev,

chief sales specialist

hotel "Petersburg-Style"

How to respond to gratitude in a complaint book

It does not require additional modifications.

Pages are numbered in the upper or lower right corner.

The book is stitched, and a seal and seal are placed at the stitching site.

If there is no seal, then the manager puts his signature. This is necessary so that sheets with negative reviews do not disappear from the document.

The book should also contain information:

1. about the control and supervisory authority.
2. about the organization: name, identification data, full name of the head;

One page is reserved for the complaint and the applicant’s coordinates, the second remains free for providing a response from the organization.

The title page of the book contains the following information:

1. start date of bookkeeping;
2. book number;
3. manager's signature.
4. Full name of the director of the organization;
5. Name of the organization;

The reverse part includes:

1. number of pages for recording complaints, suggestions and reviews.
2. information with coordinates about regulatory and supervisory authorities;

The first sheet contains a sample form. When writing a review, be sure to include a date. If a complaint or gratitude is written in relation to a specific employee, then his full name and position should be indicated.

At the end of the appeal, the applicant indicates information about himself and coordinates for providing a response.

When composing a response to a thank you review, you can take this point into account.

A response to gratitude might look, for example, like this: Let’s summarize. What are the most important aspects of a review book:

Sample responses to customer complaints in the book of reviews and suggestions

d. It is very rare to find simply positive reviews and words of gratitude addressed to the establishment or employees.

How to write a complaint correctly? Each book of complaints and suggestions must contain instructions for maintenance, which are located on its first pages. This rule is regulated by special instructions issued by the Ministry of Trade and Industry of the Russian Federation.

At the same time, there are no mandatory requirements for the format of the complaint (except for the fact that a separate page is allocated for a new complaint), but it is better to adhere to some principles so that the record is truly not aimless:

• It is advisable to avoid grammatical errors, write legibly and in clear language, and do not use coarse language.
• The writing style should be formal and businesslike.
• The entry should clearly describe the current situation and be sufficiently capacious without going off topic.
• The date and time when the violation or inappropriate behavior of the employee was recorded should be indicated.
• The complaint should not be left anonymously: you should provide your contact information and name.

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Many people write complaints without indicating their contact information, but in this case the administration will not be able to contact the person for possible clarification of details. If an internal investigation follows, which will be based on an entry in the book of reviews and suggestions, then the company needs to know how to contact the client.

It is not necessary to leave your home or mobile phone number; regularly checked email is also suitable.

Review book: good examples, a sample of gratitude (positive opinion) in a document on complaints and suggestions, as well as waiting for a response

d. It is very rare to find simply positive reviews and words of gratitude addressed to the establishment or employees. Each book of complaints and suggestions must contain instructions for maintenance, which are located on its first pages.

This rule is regulated by special instructions issued by the Ministry of Trade and Industry of the Russian Federation.

At the same time, there are no mandatory requirements for the format of the complaint (except for the fact that a separate page is allocated for a new complaint), but it is better to adhere to some principles so that the record is truly not aimless:

• The writing style should be formal and businesslike.
• The date and time when the violation or inappropriate behavior of the employee was recorded should be indicated.
• It is advisable to avoid grammatical errors, write legibly and in clear language, and do not use coarse language.
• The entry should clearly describe the current situation and be sufficiently capacious without going off topic.
• The complaint should not be left anonymously: you should provide your contact information and name.

Many people write complaints without indicating their contact information, but in this case the administration will not be able to contact the person for possible clarification of details. If an internal investigation follows, which will be based on an entry in the book of reviews and suggestions, then the company needs to know how to contact the client.

It is not necessary to leave your home or mobile phone number; regularly checked email is also suitable.

Book of complaints and suggestions

15702 FORUM!

A book of reviews and suggestions is a document that registers the opinions of visitors to various types of establishments about the level of service, quality of goods, compliance with standards of order and cleanliness and other parameters of the organization’s activities. This document should be available to all enterprises engaged in trade and services to people, regardless of their area of ​​activity (shops, catering establishments, including cafes, bars, and restaurants, banks, entertainment establishments), since in many ways it is the most visual source information for supervisory authorities. FILES By law, this document must be located in a conspicuous place (for example, at the cash register or a special stand at the entrance), but some organizations prefer to keep it “under the table”, giving it to visitors “on request”.

Despite the prevalence of this approach, in the event of an audit it can raise uncomfortable questions from representatives of the regulatory service.

Examples of responses to gratitude in the guest book

You can't buy it with money. Each of us, being a consumer of various goods and services, dreams of good service and purchasing high quality goods.

In life, we often have to face realities that are completely opposite to our dreams.

Low quality products, disgusting service, incorrect treatment of customers - this is just a small list of what none of us are immune from.

Whatever services the organization provides, it must have a “Book of Complaints and Suggestions.” This document allows you to maintain close communication between the client and the supplier of services and goods. Many consumers ask themselves the question of the appropriateness of this document.

If it is so important, then how to write a review or complaint correctly so that it has real results? What is customary to write in this book?

The main types of records presented in the document are:

1. complaints and complaints;
2. good reviews and words of gratitude.
3. various tips and suggestions for improving the quality of service and product;

It’s not worth saying that a client can leave only good or only bad feedback. Sometimes a record consists, for example, of a complaint and a suggestion. If you look at several of these books, you can conclude that in most cases, clients do write down some negative comments.

People complain about poor service, low-quality products, unsanitary conditions, etc.

Also, among the various entries you can find many suggestions and advice related to the goods and services offered to customers.

Guestbook :: Website

Dear Colleagues!

I express my sincere and deep gratitude to you for all the January events:

— Irina Nikolaevna for an interesting quiz on the works of A.S. Pushkin. For a survey exhibition on besieged Leningrad and a brief acquaintance with the students’ holiday “Tatyana’s Day”.

— Svetlana Anatolyevna and Natalya Viktorovna for folklore gatherings that are associated with Christmas fortune-telling. For a library hour devoted to librarianship, as well as some other professions.

Thank you.

Lomakina L.I.

We attended an event in the library “We know the fairy tales of A.S. Pushkin” . The event took place in an atmosphere of joy and fun. The children recalled the fairy tales they had read. The event took place quickly and efficiently. It was also a learning moment for the children. Many thanks to all the organizers of this event.

Sincerely, 4th grade principal – Safatova M.N.

2015

We thank Irina Nikolaevna for an interesting and informative conversation on the works of A.P. Chekhov. The children learned a lot about the life of A.P. Chekhov. A quiz based on Chekhov's works helped broaden my horizons. The students were happy to answer the questions. The guys left the event with positive emotions.

Glebova M.G.

Dear employees of the Central Library service department!

The exhibition dedicated to the year of literature made an indelible impression on us. Each of the presented books reflects a separate layer of literature in the history of Russia. I liked that the exhibition was decorated colorfully and professionally and aroused interest among different categories of readers. We wish this exhibition to be visited by as many readers as possible.

Gurzo. L.G., Lyulukova O.V.

Today we were invited to the sports event “Be healthy, strong, brave.” The children took part in various competitions: “Relay Race”, “Rope Relay Race”, “Palms Relay Race”, and accuracy competitions. All competitions were interesting. And since our class is very active, the kids had a lot of fun. And I wanted to say a big thank you to the organizers.

With respect, class leader 2 “b” - Malakhova T.B.

2015

Today we, students of the Mazurovskaya Secondary School, attended the event “In the Name of a Great Goal” , dedicated to the 26th anniversary of the withdrawal of Soviet troops from Afghanistan. The solemn atmosphere, a detailed story, the presence of slides, songs about Afghanistan, all this contributed to the students listening attentively. It’s great that internationalist warrior Ivan Stepanovich Gavrilenko was present at the meeting. His story was very interesting, supported by photographs. The guys listened with great interest and asked questions.

We thank all the organizers for a thorough and interesting event.

Sincerely, Deputy Director for V.R. – Zharkova N.A.

2015

Today our 3 “A” class was at an event in the library “We will serve in the army!” As always, the event was held at a high level. It was also an educational moment for the children. All the guys were divided into two teams. The children followed formation commands, made up proverbs, put things in order “in the barracks,” launched airplanes at targets, and collected “potatoes.” The competitions for push-ups, a competition with a jump rope, a tin soldier stance (stand on one leg), a squat on one leg, a sleight-of-hand task to see who can put on a soldier's uniform the fastest, and a relay race “We will protect the Motherland” were very interesting. All competitions are very interesting and emotional. The event contributed to the development of dexterity and broadening of horizons.

Thank you very much for a very interesting event. children's department Grigorieva O.S., librarians Gavrilenko S.V. and Knyazeva T.N.

Sincerely, Principal N.V. Fedorova

Today we are attending an event on the topic “What is etiquette.” I would like to express my deep gratitude to the organizers of the event, because it was a continuation of our extracurricular classes on rhetoric and morality. This lesson introduced us to training in gaming communication etiquette, rules of cultural behavior, rules of talking on the phone, rules of a polite listener, hospitality etiquette and behavior when visiting. The rules for greeting different categories of people from children to adults turned out to be especially helpful. The rules of etiquette for passengers in transport will definitely be useful to us in the future.

Thank you very much from our entire 2nd grade.

Sincerely, class leader of 2nd “a” class – Ilyina O.I.

Dear library employees!

Thank you for your work. Interesting, fascinating stories, accompanied by videos, present complex information in an accessible way. The expressive reading of the event hosts attracts students. Interaction with children helps to create a favorable environment in the room. Creative tasks activate children, master classes help develop children’s abilities, creativity, and imagination.

Pupils of 5th grade of MBOU "Mazurovskaya Secondary School"

We, 8th grade students, attended the event in the library and looked at the exhibition “Milestones of Russian History in the Mirror of Book Culture.” We really liked the librarian’s story that books accompany us all our lives and reflect the history of the people and the formation of Russian statehood. We wanted to read books about the distant history of our ancestors.

8th grade students of Yasnogorsk secondary school

Teachers and children of preparatory group No. 1 kindergarten visit the district library. The event was held in honor of the 70th anniversary of the Great Victory over Nazi Germany. The children listened with great interest to the story of the leading librarian Svetlana Valentinovna Gavrilenko.

We express our deep gratitude to the library staff for the interesting story and screening of the film.

With gratitude, teacher Belykh S.V.

We, the teachers of the summer health camp at the MBOU "Yasnogorsk Secondary School" and our vacationing children, express our deep gratitude to the staff of the Central Library of the village of Yasnogorsky, head of the children's department of the Central Library O.S. Grigorieva. and leading librarian S.V. Gavrilenko for organizing and conducting events aimed at developing the spiritual and moral qualities of the individual and the cognitive-emotional sphere of the younger generation. Always with a kind twinkle in their eyes and open, pure intentions, librarians actively respond to our applications and requests. The events are very fun, interesting, educational and correspond to the age characteristics of children.

Many thanks to the staff of the children's department of the library! Kind, cheerful, friendly - for many years Svetlana Valentinovna and Olga Stepanovna have been welcoming the children of our school. We hope for further cooperation and mutual understanding. Prosperity to you and all earthly human blessings!

Teachers: Ilyina O.I., Malakhova T.B.

Dear Irina Nikolaevna!

I express my personal gratitude to you and your colleagues for organizing a poetic meeting with the children and students of the school. I wish you and your entire team success in the difficult, but so noble work of spiritual mentors of human souls.

With respect and gratitude Member of the Russian Federation,

poet, prose writer Vladimir Shumilov

The library hosted a presentation of the documentary film “There Was No War in Siberia”

We, members of the “Sudarushki” choir, watched this film. There were many school students who also watched this film with understanding. We thank N.S. Zakhartsova and other library workers who invite us to such events.

On behalf of the members of the “Sudarushki” choir

"It's a sad time! The charm of the eyes...

This is how one of the works of the classics of Russian poetry begins. But the employees of the children’s department of the Central Library greeted us at the “Autumn Carousel” festival in a completely different mood.

Without breaking traditions, they held this event in an interesting and educational way for our 3rd grade. Children actively showed themselves at the event and prepared poems and dances for the holiday. They took part in the riddles and games competition with great interest. I would like to express my gratitude to the library staff for a competent and interesting event and its timeliness!

With respect, class leader 3 “a” - Ilyina O.I.

I thank Irina Nikolaevna for her kind, attentive attitude; I have been visiting your library for many years. Always recommends new books and interesting books.

Health to you, your colleagues, so that the flow of readers does not stop.

Genina N.

We thank the staff of the Central Library Trofimova N.V. and Lyashenko S.A. for responsiveness, professional competence, for the perfectly organized organization of the “Against Bad Habits” event. Librarians systematically introduce our class to various professions and help children in professional self-determination.

Class teacher Khudonogova O.N.

and 8th grade students of Yasnogorsk secondary school

At the event “And Mother Russia will remember us!” 2 "a" and 2 "b" classes came. The library workers prepared a very interesting and educational event that immersed the children in an interesting era of events, starting from the 13th century. The students actively participated in the conversation, which was proposed by the librarian of the children's department, Svetlana Valentinovna Gavrilenko. The guys were offered a video fragment that contributed to the understanding of mutual assistance, kindness and help.

Many thanks to the library staff for an informative, interesting and necessary event.

Sincerely, class leader of 2nd “a” class – Sergienko A.S.

Sincerely, class leader 2 “a” - Lutsyshina T.D.

With great pleasure I looked at the exhibition in the Central Library of Yasnogorsky village of the work of an original artist, our fellow countryman Gennady Lavrentievich Shachnev. Thanks to the local history department of our library for the opportunity to meet and know the talents of our residents. And, if possible, introduce our fellow countrymen to these people more widely.

Krugova N.I.

Thank you for the wonderful holiday for first-graders “Dedication to Reading.” The Book Fairy introduced the children to the concept of “library” and read out proverbs and poems about books. The slides “Rules for caring for books” were shown on the screen, and the cartoon “Grishkin’s Books” based on a poem by S. Marshak was also shown. To reinforce these rules, the guys played the game “What does a book like?” The children reacted very emotionally to Dunno’s assignments, actively guessed riddles based on fairy tales, played games – “What did the artist mix up” and “Change-shifting poems”, and made up the sentence “A book is your best friend!” After which the first-graders recited the “Reader’s Oath”, and, as future readers, the children were solemnly presented with the “golden key” to the library. I hope that the children of 1st grade will become regular readers of the library. Thank you!!!

With respect, class leader 1st “a” – Trofimova I.V.

We attended an information hour with a slide presentation “Action and Responsibility.” The guys listened to the poems of S.Ya. Marshak “The Story of an Unknown Hero”, stories by N. Nosov “On the Hill” and V. Oseeva “Bad”. Definitions of the words “action”, “misconduct” and “responsibility” were derived. The guys gave examples of good and bad deeds. Everyone understands perfectly well what consequences bad deeds entail and how good and healthy it is to do good deeds and deeds!

At the end of the hour, we watched and discussed an instructive cartoon based on the story “Cucumbers” by N. Nosov. The children condemned the boy's misconduct, but approved of the fact that the boy found the strength to admit to the theft and take back the stolen goods. We express our deep gratitude to the library staff for the interesting story and screening of the film.

Key manager - Ilyina O.I.

01/27/2016

We attended the matinee “Mom is my sunshine, I am her sunflower.” The children actively took part in the poetry competition “I Give Poems to Mom”, with pleasure and fun they participated in the competitions and answered quiz questions. Many thanks to all the organizers of this event.

With respect, senior manager - Trofimova I.V.

March 4, 2016

Dear Irina Nikolaevna!

Although belated, we thank you for the interesting games and quizzes that we held last year, for the literary lounges, from which our girls learned a lot about the work and life of famous writers. Thank you for this and we hope that our cooperation will continue in the future.

GU GSOSH

March 7, 2016

Thank you, Irina Nikolaevna, for the interesting journey that you spent with our students, for a drop of water. Made them think about saving water use.

Sincerely, librarian GSUVOU GSOSH

03/11/2016

Children from the preparatory group of the kindergarten attended Book's birthday party. The guys went on a journey to the Kingdom of Books. Dunno made everyone laugh with “wrong” poems, and then showed his drawings, in which he mixed up the heroes of fairy tales. The children laughed at Dunno's mistakes and advised him to read more books. Baba Yaga showed up for the holiday. She taught the kids how to fly on a broom and danced a funny dance with everyone. When all the children found themselves in the Kingdom of Books, they were met by the hero of the occasion - the Book. She thanked everyone for their congratulations, wished to read more books and played a fun game. Many thanks to all the organizers of this event.

Sincerely, teacher of the kindergarten “Katyusha” - T.M. Torgovleva.

March 30, 2016

Students of the 3rd grade of Yasnogorsk secondary school attended the educational hour “Earth in the Porthole”. Children got acquainted with the history of the development of astronautics, expanded their knowledge about the Universe, cosmic bodies and phenomena, and learned interesting myths and legends associated with the ideas of the ancients about the structure of the world. During the virtual space travel, schoolchildren remembered the basic concepts about the structure of the solar system, stars and constellations. Librarian Gavrilenko S.V. and Grigorieva O.S. told and showed about the pioneers of the space age, how animals flew into space, how astronauts live and work on the International Space Station. And in conclusion, they took an active part in the exciting quiz “Cosmic ABC”. Thank you very much for such an interesting educational hour.

Key manager - Ilyina O.I.

04/12/2016

We thank the library workers for the wonderful events held for our children: “New Year”, “Letter Celebration”, “Birthday”. Thank you so much for your wonderful holidays.

The Sadyrin family.

04/29/2016

Kindergarten children attended a memory lesson “We have an eternal debt to the living and the fallen . It was dedicated to young patriots who helped fight the Nazis at the fronts and in partisan detachments during the war. The children were told about Valya Kotik, Lena Golikov, Marat Kazei, Zina Portnova - guys who were brave, fearless and, at the cost of their lives, performed heroic deeds that are still remembered today.

The children recited poems about war and victory. And in conclusion, a cartoon based on Paustovsky’s work “The Tale of a Soldier” was shown. We express our deep gratitude to the library staff for the interesting story and showing the cartoon.

Sincerely, teacher - Torgovleva T.M.

May 6, 2016

First-graders attended the festival “In the Land of Unlearned Lessons,” dedicated to the Day of Knowledge. The children were greeted by the friendly Letter “A”. She congratulated the children on their first day of school and wished them success in their studies. The children met with famous literary characters Buratina and Dunno, who arranged games and made riddles about school, argued and made the children laugh. Baba Yaga showed up for the holiday. She took the key to the Land of Knowledge from Letter “A” and promised to return it if the guys completed difficult tasks. The children fulfilled all the conditions of Baba Yaga, received the key to the Land of Knowledge and, satisfied and happy, said goodbye to the heroes of the holiday. We express our deep gratitude to the library staff for an interesting holiday, I wish you creative success in your work.

Sincerely, senior manager - Fedorova N.V.

September 1, 2016.

Today the children of grade 2 “A” listened to a wonderful conversation about “How to behave with strangers.” The children actively participated in the conversation, watched slides and videos with instructive situations that children should not find themselves in. I believe that this topic is very necessary and relevant. A discussion broke out in the audience, each child wanted to express their opinion, an example from life. Everyone was very interested! Thanks to Svetlana Valentinovna Gavrilenko and Olga Stepanovna Grigorieva for the informative information.

With respect, senior manager - Trofimova I.V.

13.09. 2021

I wish all library workers good health, success in their endeavors, as well as in holding holidays, which they succeed in. I am always glad to come to the library and see the attention of Irina Nikolaevna, Natalya Viktorovna and many others.

For their responsiveness, attention and understanding, I wish them to remain friendly in the future.

Congratulations on the protection of the Mother of God!

Member of the “Sudarushki” choir and the “Zorenka” ensemble L. P. Nenadova

October 14, 2016

GSUVOU "GSOSH" expresses deep gratitude to Irina Nikolaevna Basnina and Natalya Stanislavovna Zakhartsova for an interesting acquaintance with the poet of the Kemerovo region Alexander Alekseevich Mishukov. The girls really liked his creativity in both poetry and art.

Sincerely, librarian Lamakina L.I.,

teacher, educator Trofimova I. T.

October 20, 2016

Children of the 4th grade attended the educational hour “I am a citizen of Russia.” The children were introduced to the concepts of “citizen”, “Motherland”, “small Motherland”, with the symbols of the state and “small Motherland”. The children actively discussed the topic “what does it mean to be a citizen?” During the discussion, we watched slides with images of the coat of arms and flag of the Russian Federation, listened to the song “I am a citizen of Russia,” and also watched a film about the beauties of endless Russia, accompanied by the song “I look into the blue lakes.” At such events, children develop a sense of patriotism and pride in their homeland. Thank you very much for an interesting and educational event.

Key supervisor: Ilyina O.I.

October 25, 2016

Library staff told students in grades 7-8 about the exploits of Leningraders. About 900 difficult days and nights... About besieged Leningrad. The life of those terrible events amazed us. Hunger, cold, death and the courageous will of adults and children. Every day every Leningrader was between life and death. I would like to express my gratitude to the library staff. Well done! They always prepare educational and useful information, videos, and book exhibitions.

Deputy Director of MBOU "Yasnogorsk Secondary School" M. N. Denisov 01/29/17

Defender of the Fatherland Day. Why is the holiday called that, and where does it originate? The children of the 10th grade of YASOSH received an answer to this and other questions, turning over the pages of our history together with librarians Basnina I.N., Lyashenko S.A., Trofimova N.V. Thank you for the perfectly selected material about the defenders of our Fatherland in different periods of history. Musical works successfully complemented the slides. Thank you!

Class. Head Khudonogova O. N. 02/21/2017

Library employees S. A. Lyashenko and N. V. Trofimova never tire of surprising us with their useful information. As part of the Year of Ecology, they prepared an environmental lesson “The Healing Forest” for 7th grade students. The children learned a lot of useful information: about oxygen, about the harmony of man and nature. We examined the functions of the forest for humans: sources of heat, a place of rest, a pharmacy, a source of food and clean water, a source of wood, an air protector, a home for animals and plants. Adults focused on the importance of the forest. We conducted an educational quiz. Students learned a lot of useful things at this meeting. Thank you very much.

Deputy director for R. M. N. Denisova 03/10/2017

Remember: you won’t know the world without knowing your edge. Having learned in advance what the conversation would be about at this meeting, the guys gladly went to it. Here they got acquainted with the history of the emergence of both the village of Mazurovo and the village of Yasnogorsky. The children had the opportunity to see rare photographs (presentation) of how our village was built. And modern photos. The guys met S.E. Raskina, who talked about her life in our village and her work. And she gave instructions to the guys to “live on five.” Many thanks to Lyashenkov S.A. and Trofimova N.V. for an interesting meeting.

4b class 03/22/2017

MBOU “Yasnogorsk Secondary School” expresses deep gratitude for holding an interesting conversation on the topic “Mountain Shoria” with 6th grade students. The conversation was accompanied by many photographs and videos. The children were left with many impressions. The topic chosen is interesting and relevant, very educational for students.

With sincere gratitude and respect,

6th grade class teacher: Tarasova N. S. 04/10/2017

April 22 is International Earth Day. At this meeting with 8th grade students, library staff talked about the danger to the Earth. The conversation was accompanied by a presentation and videos. The guys realized that the forest is the wealth of our planet. The planet Earth itself (Lyashenko S.A.) came to meet the children. She reminded the students that the fate of our planet depends on us, on people. You cannot cut down forests, set fire to grass, leave garbage in the forest, and much more. This meeting was educational in nature with recommendatory elements. Thanks everyone.

Sincerely, Deputy Director for R. Denisova M. N. 04/21/2017

We express our deep gratitude and appreciation for such interesting events. In particular, today's event, which did not leave the heart of any child indifferent. This pain, this tragedy has excited the whole world, and the memory of it makes our hearts shudder. The children listened and watched with bated breath. There were tears in their eyes. Thank you, dear librarians. Thank you very much for all the events, but the memory of Chernobyl, like the Second World War, must be passed on from generation to generation. Thank you!!!

3b class 04/26/2017

The staff of the GSUVOU GSOSH, represented by teacher Evdokimova Dina Viktorovna , librarian Lamakina Lidia Ivanovna and eight pupils of the 8th grade school, express deep gratitude to Irina Nikolaevna Basnina for an interesting event dedicated to the anniversary of V. Kaverin and his works. The girls had previously read his novel “Two Captains,” so they were interested in learning about the prototypes of the characters in this book. They learned a lot about the writer himself, about his life, about his work. Our school enjoys visiting literary salons held by Irina Nikolaevna. Thank you very much for your cooperation in raising our girls.

Sincerely, teacher Evdokimova D.V. 03/20/2017

On February 15, the school hosted a meeting of students with Ivan Stepanovich Gavrilenko, a participant in military operations in Afghanistan.

Ivan Stepanovich is a frequent visitor to our school. He shared about his Afghan years (he served for 2.5 years) with the guys, remembering his fellow soldiers who, like him, fulfilled their international duty. Back in 1982, he found himself in a hot spot, the city of Kabul. Ivan Stepanovich recalls: “It’s hot, there’s no vegetation, mountains, villages, no electricity. They lived in makeshift barracks: they built themselves dugouts from clay and stones. It was difficult, but a person gets used to everything. We ate and slept with machine guns. Overseas strategists spared no expense in the struggle for influence in this explosive region. Modern air defense systems, small arms and heavy weapons flowed into Afghanistan like a wide river. They paid generously for every ear of a Soviet soldier. Ambush killing has become the most profitable business for the simple, hungry and poor Afghan. We called the local residents dekhkanin (farmer, peasant). You could often see a barefoot and ragged boy, but with a modern Japanese tape recorder. We also called local residents: prince, feudal lord, as in the 13th century. There were also compassionate people among the residents. One day, as a sign of gratitude, they gave us a lamb as a treat. They went on combat missions in BRDM vehicles. First, our helicopter flew over, “processing”, i.e. fired at a certain object, then we moved further in vehicles and infantry. Dushmans often used chemical grenades. During the fighting there were many losses, many wounded, one of my fellow soldiers was captured, and I never saw him again. Captured Mujahideen were given to local police. In 1983, he was shell-shocked and sent to a hospital in the city of Tashkent. After treatment he returned to his unit. And in 1984 he returned home.”

The guys, listening to Ivan Stepanovich, carefully looked at his photographs, leaflets and correspondence of the Mujahideen, which he brought with him, as a terrible and unforgettable memory of Afghanistan. After the story of the internationalist warrior, there was silence in the classroom; this living story, written in the blood of soldiers and the tears of mothers, amazed the girls and boys. To remember the meeting, the guys took pictures and thanked the staff of the Yasnogorsky library (S.A. Lyashenko, N.V. Trofimova, A.S. Izyurova) for organizing and conducting an interesting lesson in courage.

Eighth-grader Goncharov Vladislav and sixth-grader Ripka Ksenia turned to Ivan Stepanovich with words of gratitude: “Thank you for your heroism and courage. Health, prosperity and peaceful skies above your head. Happy Defender of the Fatherland!".

Denisova Marina 02/15/2018