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Ф О Ю.2 Listen to the second part of the interview. Which of the following does the hotel use to measure quality improvements?
a) contacting guests b) inspecting rooms daily c) contacting team members d) studying operational standards e) comparing check out times f) making unexpected visits
| Listening Quality management |
▲ Mike Ashton
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Q \ ^10.3 Listen to the third part of the interview. According to Mike Ashton, why is investment in quality important?
We sometimes use one verb after another verb. Often the second
verb is in the infinitive form. We can 7 afford to lower our standards.
Should we refuse to pay them because the quality is so poor?
But sometimes the second verb must be in the gerund form. This
depends onthe first verb. (See page 154 for a list of verbs that are
usually followed by the gerund.)
My job involves maintaining production standards.
Some verbs can be followed by the gerund form or the infinitive form without a big change in meaning.
I started checking their order. /1 started to check their order.
With other verbs, however, the meaning changes.
We stopped to check the machinery. (We stopped what we were doing in order to check the machinery.)
| Language review Gerunds and infinitives |
We stopped checking the machinery. (We stopped our habit of checking the machinery.) ^jjj^page 154
0In these sentences two of the verbs are possible and one is incorrect. Tick the two correct verbs.
He............................. to review our quality procedures.
a) promised b) delayed c) wanted
I............................. improving reliability.
a) undertook b) suggested c) recommended
I............................. to meet the Quality Director.
a) decided b) didn't mind c) arranged
She.............................. to check the large order.
a) refused b) put off c) failed
We............................. to invest in new machinery.
a) consider b) hope c) plan
фMatch these sentence halves.
a)to make mistakes with this big order.
b)to turn around the company's reputation in the coming year.
c)producing the faulty product.
d)outsourcing some of the company's functions.
e)to accept our apology for the fault.
f)changing its policy on product testing.
QChoose the most appropriate form of the verb from the brackets to complete these sentences.
1He stopped {working /to work) on the project after three months because of ill-health.
2She was driving in a hurry but she stopped (answering/to answer) her mobile phone.
3Did you remember (calling/to call) the customer yesterday?
4I can't remember (offering/to offer) you a replacement.
5The sales assistant forgot {giving/to give) the customer a discount.
6The customer forgot (completing / to complete) the five-year guarantee form.
0 10.4 Listen to a customer making a complaint. Answer these questions.
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?
О 10.4 Listen again and complete the extracts from the dialogue.
Customer services I'm sorry to hear that. What.......................... [33] to be the
2?
Customer services Could you give me................................................. [34] please?
Customer services Can you bring it in? Then we can................................................ [35]
the matter.
Customer services I'm afraid it's................................................................... [36] to replace
items.
| Telephone complaints |
Customer Well, that's not really.......................................... [37].
|
Customer services All right then. Bring the machine in and we'll see what 7 for you.
One of you is the Production Manager for a power tools manufacturer. The other is a supplier of components. Role play the following telephone call. Use phrases from the Useful language box below.
Production Manager
| • Deal tactfully with the complaint. • Show understanding. • Get the facts. • Promise action. |
Ring your supplier to complain about some electric motors (order No. PV205) which have a number of defects (don't fit, not up to usual standard, etc.).
Supplier
Useful language
COMPLAINING
Making the complaint
I'm ringing to complain about...
I'm sorry, but I'm not satisfied with ...
Unfortunately, there's a problem with ...
Explaining the problem
The CD player doesn't work. There seems to be a problem with ... We haven't received the ...
Insisting
It really isn't good enough. I'd like to know why ...
Threatening
If you don't replace the product, I'll complain to the manager. If you can't deliver on time, we'll have to contact other suppliers.
DEALING WITH COMPLAINTS
Showing understanding
Oh dear! Sorry to hear that. Mmm, I see what you mean. I'm sorry about the problem/delay.
Getting the facts
Could you give me some details, please? What happened exactly? What's the problem exactly?
Making excuses / denying responsibility
It's not our policy to replace items. It's not our fault that it hasn't arrived. I'm afraid that's not quite right.
Promising action
OK, I'll look into it right away. I'll check the details and get back to you.
Vocabulary file page 176
Dokfield Airport
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Background
Built in the mid-1960s, Brookfield Airport, in the English Midlands, is operated by the Midland Airport Authority (MAA). In recent years, the number of passengers it handles has greatly increased because it has become a base for several budget airlines offering cheap flights to European destinations.
There is an excellent rail link from major cities in the UK to a station under the terminal building. Car parking is limited.
The terminal building, an award- winning modernist design, is now 'listed' and has a protected status. This means the structure cannot be altered in any way.
There is strong local opposition to extending the terminal or building a new runway. To cope with the increased passenger numbers, one suggestion is to schedule flights at any time of the day or night.
The rapid growth in business has brought problems. A recent survey showed that passengers had many complaints about the quality of the service at the airport.
| You are members of the Customer Relations Department. 1Work in small groups. Consider the complaints and decide which: a) are the most important. b) require immediate action and which can be delayed. c) are more likely to be the responsibility of the airlines. d) are more likely to be the responsibility of the Airport Authority. 2Meet as one group and share your ideas. Decide on an action plan. |
MAA must therefore decide how to deal with the complaints and consider what action to take. There are some things MAA cannot change The airport is always very busy at peak times.
Statistics
| five years ago 1.8 million |
| last year 4.8 million |
Total number of passengers using the terminal (per year)
three years ago 2.6 million
Listening
О Ю.5 Listen to the passenger complaints recorded by the customer services department. Match the complaints with some of the categories in the survey.