Ministry of Higher and Secondary Specialized Education of the Republic of Uzbekistan

SPEAKING
(Students own answers assessed by Teachers )
WRITING
(Students own answers assessed by Teachers )
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SERVICE M ANAGEM ENT
• 
analyse the different types of services 
OBJECTIVES
• 
use relative clauses properly
• practice writing a complaint letter
Skills to be practiced: listening, speaking, reading, writing.
STARTER
Focus students’ attention on the pictures. They give their ideas why 
people and agencies need business cards and advertisements.
Possible answers: people and agencies use business cards and 
advertisements to offer their goods and services, to appeal to customers 
and to increase the number of their consumers.
LISTENING
1. A sk students to read the expressions and give definitions 
relating to customer service management.
1. be creative. Encourage new ideas and new approaches,
2. be consistent. Being consistent will help you to create positive 
habits, you have to do the things consistently which are necessary 
to have a successful day in and day out.
3. stay focused. Stay focused on achieving your short-term goals 
give your customer a chance and time to realize and assess your 
advantages.
4. acquire skills. Studying and leaming your competitors’ experience
5. make decisions. Think ofdownside ofthe result and analyze it, this 
will help you to make a favorable decision.
2. Play the tape. Let students listen to the interview of a successful 
businessman taken by a journalist. W hile listening ask students 
to write titles of each tip from ex 3.
1. get organized; 
5. analyse your competition;
2. provide great service; 
6. understand the risks and
3. stay focused; 
rewards;
4. keep detailed records;
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