Краткий курс делового английского. Гунина Н.А - 72 стр.

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72
LISTENING
Quality management
A. Mike Ashton is Senior Vice President of Hilton Hotels
International. The hotel employs 75,000 people in 65 countries. Listen to
the first part of the interview. Complete the definition of quality.
(Recording 1)
I believe the best way to define quality is to look very closely at
customers’ ……………….. and then to look at the ………………. of business
to …………….. or …………….. those expectations, consistently.
B. Listen to the second part of the interview. Which of the following
does the hotel use to measure quality improvements? (Recording 2)
a) contacting guests b) inspecting rooms daily c) contacting team
members d) studying operational standards e) comparing check out times f)
making unexpected visits.
C. Listen to the third part of the interview. According to Mike
Ashton, why is investment in quality important? (Recording 3)
Telephone complaints
A. Listen to a customer making a complaint. Answer these questions.
(Recording 4)
1. What is the customer’s complaint?
2. What solution does the customer service representative suggest?
3. What solution does the customer want?
4. How does the call end?
B. Listen again and complete the extracts from the dialogue.
Customer services: I’m sorry to hear that. What ……. to be the
………….?
Customer services: Could you give me …………….. ……………,
please?
Customer services: Can you bring it in? Then we can ………… ……….
the matter.
Customer services: I’m afraid it’s ………….. ……………. ……… to
replace items.
Customer: Well, that’s not really ……….. …………… .
Customer services: All right then. Bring the machine in and we’ll see
what ……………. ……………. ……………. for you.

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