Unit 1 Corporate Culture Progress Test

Problem: Bruna Perez called from the (1) …………………. department. She can’t
access the programme for the Asia accounts on her PC.
Details: Message on screen: “Error (2) …………………., unknown command.”
Action: Go and install the programme again. Bruna’s department is on the (3) …………..
Problem: Mr Langenburg is very dissatisfied with the service at the restaurant last night.
Details: He had some important guests from (4) …………………. with him. They had to
wait a long time for the food. When it arrived it wasn’t hot enough. The waiter
was unhelpful when Mr Langenburg complained.
Action: Free meal for (5) …………………. people in the VIP section next Friday.


Part 4 Speaking


Task 1
10 points


Prepare a one-minute presentation on one of these topics. You have one minute to prepare your talk.
A
What should you learn about when finding work abroad?

• 
  Local job application style and interview processes
  
• 
  Local working culture (clothes, work times, etc)
  

B
What is important when working as a customer helpline operator?

• 
  Knowledge of the company’s product or services
  
• 
  Personal qualities
  

C
What is important in a successful business leader?

• 
  Personal characteristics
  
• 
  Business skills and knowledge
  

Task 2
10 points
Work in pairs or threes and discuss one of the two options below.
Option 1 Customer service

You work as a manager in a large department store. You are part of a small team set up to improve the customer’s experience of shopping at your store.

Discuss the situation together and decide:

• 
  what customer facilities could be added to the store
  
• 
  what customer services could be offered to the customer
  
• 
  what financial services and benefits could be offered to customers.