Unit3 t y p e s о f m a n a g e m e n t

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UNIT3
T Y P E S О F M A N A G E M E N T
SERVICE MANAGEMENT
Look at these pictures and explain why people and agencies need business cards and advertisem
AIR SERVICE
8Д. 8IY0R STREET.
. TEL:(’■9 9 8 11) 7 335763
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D E N T A S T O M A
S A I D O V A N I G O R A
2 1 , Z A M I N S T R E E T ,
T A S H K E N T , U Z B E K I S T A N
1 Define the following expressions connecting 
with customer service management.
1. be creative_______________________________
2. be consistent_____________________________
3. stay focused______________________________
4. acquire sk ills_____________________________
5. make decisions
2 (T9) Listen to the interview with a successful 
businessman. Put the titles from Ex. 3 to the 
paragraphs.
a. Create and keep track of a to-do list and check it 
each day. Be sure that you don’t forget anything and 
perform all the planned tasks._______________
b.
c.
d.
e.
f.
T E L : ( + 9 9 8 5 4 ) 8 6 8 11 4 2
If you provide better service for your customers, 
they’ll be more inclined to come to you next 
time.________________
It takes time to let people know about your service, 
so stay focused on achieving your short-term goals 
and give the rest time to come together on its 
own.___________
It will help you to know where your service stands 
financially and what potential challenges you could 
be facing. It gives you time to create strategies, 
to overcome the obstacles that can prevent you 
from successful managing and growing your 
service.______________
Keep up with your competitors and learn from 
them things which can be helpful in providing
your service.__________________
Take calculated risks which 
help 
your 
business to grow and allow you to take the 
kinds of calculated risks that can generate great 
rewards.
3 Listen again and mark the sequence of tl 
from 1-9 according to the listening material
□ Stay focused
□ Provide great service
□ Analyze your competition
□ Keep detailed records
□ Get organised
□ Understand risks and rewards
□ Be creative
□ Prepare to make sacrifice
□ Be consistent
4 Answer the following questions:
1. What services can you add to those which w 
mentioned above?
2. What is the result of well-established serv 
management?
3. What services would you offer costumers a; 
qualified specialist of your sphere?
5 Work in pairs. Pay attention to the use of 1 
highlighted words in the given sentences a 
discuss the differences.
Among all I have found the itinerary 
which
1 
been offered by the Uzbek Tourism Company 
most preferable.
Manager at the hotel is the person 
who
deals v 
customers and services
You can find the client at the cash desk 
where
h 
waiting for his turn.
в r a m « w  
B E L L i
! S ? S' A V О I S m E E' T.
S H K E N T . ; ц г Щ к 1 S T A N

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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 w aiter__________served you was very polite.
5. I’ll never forget that d ay__________our company
won a tender.
6. There are a lot of restaurants and cafes in Tashkent 
vegetarians can eat and drink.
6 
Title th 
es r the p
the 
с w, 
h, who, where, that,
8 
Make up sentences using the following words 
1- _________________________________________
and expressions.
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Service management, market relations, uphold honour,
3- _________________________________________
high-quality, services, index of culture and mentality.
4.
э.
«People rarely succeed unless they have fun in
6. 
what they are doing.»
Dale Carnegie
Scale Up 
4 9