deals with
customers and services
You can find the client at the cash desk
where
he is
waiting for his turn.
4 8
Scale Up
Tide the services in the photos and define
•iem using which, who, where, that.
7 Insert relative pronouns which, who, where,
—j
when and that in the spaces below
1. Service management is a system _______
connects actual company sales and the customer.
2. The purpose of service management is to conduct
measures__________ lead to reducing high costs
by integrating products and services.
3. Generally, service management comprises six
different capabilities________ companies should
consider for optimization.
4. A waiter_________ served you was very polite.
5. I’ll never forget that day_________ our company
won a tender.
6. There are a lot of restaurants and cafes in Tashkent
vegetarians can eat and drink.
8 Make up sentences using the following words
and expressions.
Service management, market relations, uphold honour,
high-quality, services, index of culture and mentality.
«People rarely succeed unless they have fun in
what they are doing.»
Dale Carnegie
Scale Up
4 9
Read the text and decide whether the statements below are true or false. Support your answers]
with your own ideas.
Bamo is a senior student at Tashkent Tourism
College. She was awarded by her college authority
last year: a voucher to summer camp “Lochin”,
which is situated in Kashkadarya region. She met
more than 500 peers from different regions of
Uzbekistan there. All participants admired the
m ini
models of seven wonders of the world built
in the camp. Moreover, a four-time meal, high-
quality service offered by polite administrative
staff, productive training sessions, a number of
entertainment programmes turned the holiday into
real fun and long lasting memory. Several campus
extracurricular activities were set up for young
talents, such as “Media Club” aiming at young
journalists, “Dilemma” intending for developing
public speech, “Art” for practicing handicraft,
“YES” for preparing business leaders and “Lingua”
for motivating language learners. Bamo took part
in the course of “Young Entrepreneurs School”. She
learned secrets of successful business running and
golden rales of market economy during the sessions
delivered by South Korean and Singaporean
professional trainers.
By the end of the course completion campers
got the message: «Customer is always right!»
If somebody isn’t satisfied with your service, it
means something is wrong with your management.
Studying demands of clients is the only solution
to the problem. According to the experience of
developed countries the client service is the crucial
factor which provides economic and social stability
in all areas of social advancement. Improvement of
this stream effects financial status of citizens, as well
as widespread of entrepreneurship, development
of economy, revenue increase of the country,
unemployment decrease. Service management is
increasingly becoming one of the vital business
issues for organizations realizing the benefits of
customer relationship management. Besides, they
also were taught that rivalry among partners in
service management would lead to raising quality
and reducing costs of services”. For the final entry
task of the portfolio participants created their own
business plans to submit for the tender. It was a
great honour for Bamo to be selected as one of the
five awardees for her prospective project work and
she got 5,000,000 sums for its implementation. She
was highly inspired to keep up with further youth
projects having acquired sufficient knowledge and
lots of new friends.
1. Service management is an essential part of
business issues._________________
2. Companies have a few solutions in offering their
’ service.
____________
3. Development of service management doesn’t
have any effect on the development of the society.
4. Welfare of the country depends on service
management.__
10 Think about the service management in your own field. Discuss the questions in small groups.
L Why has a service management become a vital business issue?
2. What does customer service require?
3. Why is the client service so important for the development of the society?
11 Answer the following questions.
Have you ever written a complaint letter? If yes, what was the reason of writing it?
a. Put the titles in order.
b. Write possible expressions in the columns under each title.
Solution
Warning
Background
1
Problem
12 Name the parts of a sample complaint letter. Use ideas from Ex.11
Dear Aziz Nasrullaev,
j I am writing to complain about unsatisfactory service. I am a client to have requested
(_ for the Master Card issue on March 4,2014.
^According to the debit card issue regulations set by the Terminal Service
department a card should be available to the client in two weeks after the request
submission. My visit to the bank on March 18 was unsuccessful due to late card
delivery from the central bank. The department employee postponed the next
availability for March 25 and promised to give a notice call to my mobile phone.
I Three days have already passed since the responsible department should have
I met the deadline. My main concern is that my business trip flight to the United Kingdom
I is due to April 4, 2014. Besides, I need to top up the master card with foreign currency. I doubt whether
^the bank current service allows me to cope with what I have planned till my departure abroad.
j Having the position of a bank manager will you be so kind to provide me with urgent assistance, please,
1 or at least to instruct with the steps to be taken to finalize the process?
-£ln case of no positive solution by the department, I’ll have to address my complaint to the Head Office.
Looking forward to quick solution,
Best regards,
Maijona Boboeva
13 Remember any service you were not satisfied with. Write a complaint letter using the template
below.
Dear_____________________ ,
I am writing to complain about
-______________________________________________
When I
I assume you will
Yours faithfully,
Scale Up
51
Look at the pictures. Discuss them with your partner.
1 Write synonyms for the words a-l.
personnel, achieve, digest, employ, engage,
inspect, reward, pragie®* Investigate,, head*
evolve scan, scrutinize, assurance, compensation,
fire, study, run, selection, direction, worker;
reassign, premium, tenant, develop* hand,
recognize, lead, survey
a, manage e.g. head, run, lead
i t i i f '
с» leadership _____
d. aeflgy
.. .
'
employee _ _ _ _ _ _ _ _ _ _
f. remuneration
g. щ ш ееА
... . . . ........
h. recruitment______ _______
I, r e t i r e : .
j, hire _____________ _ _ _ _
к insurance
................
2 Number the following units 1-15 considering
the important steps in effective staff
management.
Hiring___ ,
selection__\ _ $ I
providing
direction____, training__ , retirement
,
recruitment__2___ш
insurance
.„
survey____ , retraining
, team building____ §
placement
, remuneration
, creating
working
conditions____ ,
orientation____ ,
recognition__ fcj
3 (T10) Listen to the following dialogue and find
out the job title of the interviewee.
4 Read the sentences. Listen to the dialogue and write if the statements are true (T) or false (F).
The director felt great responsibility, became they used other resources.
You should listen to each member of the group._______
Being a good boss means hiring talented people._____
4.
Running his own staff was the easiest task for the director.
The appropriate established scheme of management was helpful.
6
. Your administration should enhance decision making abilities of the staff._
7. The personnel improved their knowledge and skills during the process._
8
. Discipline and equal attitude to all the staff is very important for prosperity of the company.
5 Read. Do you agree or disagree with the following statements? Give specific examples to support
your ideas.
• Your employees are motivated through various means.
• You should listen to each member of the group.
• Encourage and do compliment to everyone and every day.
• Theoreticians should think of further development of HRM .
6 Imagine you are a manager responsible for Human Resources Management (HRM) of the
organization in your field. Look through the 10 major HRM functions below. Chose three most
important of them considering organization’s development. Present your ideas to the whole class.
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