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.  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. 

Service management, market relations, uphold honour, 

high-quality, services, index of culture and mentality. 

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«People rarely succeed unless they have fun in 

what they are doing.» 

Dale Carnegie

Insert relative pronouns which, who, where, 

when and that in the spaces below  

!   ?

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Scale up

Answer the following questions.

Have you ever written a complaint letter? If yes, what was the reason of writing it?

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a.  Put the titles in order. 

b.  Write possible expressions in  the columns under each title. 

Solution

Warning

Background

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Problem

Read the text and decide whether the statements below are true or false. Support your answers 

with your own ideas.

Think about the service management in your own field. Discuss the questions in small groups.