Module 2. The customer. Brief introduction to module 2. This module focuses on the ways organization can provide services to their customers . It looks at aspects of customer service ways in which organization can get feedback from their customers. concept of TQM.
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1) draw up an action plan.
2) give a briefing using standard expressions.
3) ask indirect questions
4) know what is TQM
5) know how TQM is managed
6) write a press release for a new organization
7) design a written questionnaire
Drawing up an action plan
1. Train the staff to be more friendly to the customers.
2. Get the check-in system computerized.
3. Get some comfortable chairs in the lobby.
have to be
Receptionists _________trained to be more friendly.
We _______ get the reservation system computerized.
We ________get some armchairs in the waiting area.
Giving a briefing
Activity 2:Finish exercise
Read the text in Activity 1 on page 70, try to complete the table below.
Asking indirect questions and conducting an interview
Indirect questions are used in interviews because a direct question, such as Why do you like travelling on the airplane? can sound rude.
Turn to page 96 or page 98, try to complete table in Activity 1 on this page by asking your partner indirect questions. Make sure that you sound polite by using indirect questions. Below are some useful expressions.
Could you tell me…
Could I ask you…
Would you mind telling me…
Do you mind if I ask you …
I wonder if you could tell me...
What is TQM
How is TQM managed
Write a press release for an organization
Look at the notes in activity 7 on page 62. Try to be aware of the structure of a press release.
Activity 2:Writing a press release for Pizza Hut
Design a written questionnaire