Ministry of Higher and Secondary Specialised Education of the Republic of Uzbekistan State World Languages University Republican Scientific – Practical Centre of Developing Innovational Methods of Foregn Languages Authors

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1.  What services can you add to those which were 

mentioned above?

2.  What is the result of well-established service 

management?

3.  What services would you offer costumers as a 

qualified specialist of your sphere?

Among all I have found the itinerary which has 

been offered by Uzbek Tourism the most preferable. 

Manager at the hotel is the person who deals with 

customers and services 

You can find the client at the cash desk where he is 

waiting for his turn.

Lesson 9

SERVICE MANAGEMENT

Look at these pictures and decide why people and agencies need business cards and advertisements

Define  the  following  expressions  connecting 

to customer service management. 

Listen to the interview with a successful 

businessman. Put the titles from ex 3 to the 

paragraphs.

Listen again and mark the sequence of tips 

from1-9 according to the listening material.