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

9

10

Barno 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 mini 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. Barno took part in the 

course of “Young Entrepreneurs School”. She learned 

secrets of successful business running and golden rules 

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 Barno to be selected as one of the five 

awardees for her prospective project work and she got 

5000000 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 

1.  Why does 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?

have any effect on the development of the society. 

_________________

4.  Welfare of the country depends on service 

management._____________

---

51

Scale up

Name the parts of a sample complaint letter. Use ideas from ex.11  

Remember any service you were not satisfied with. Write a complaint letter using the template 

below.