1. Module 2 the Customer Key points: 1. The ways to improve the customer service 2. The ways to find out what its customers think of its products. 3. A useful management tool--- total quality management

2.  1. at large  逍遥法外地；一般的，总的；详尽地  The murderer is still at large.

3. Unit 1 Customer service  Session 1  Planning improvements to customer service

4.  How to improve service to customers .  Step 1: Identifying the problems . A good customer service policy depends on knowing what customers want and how they feel about the service you offer  Step 2 : Responding to negative points .  Step 3: Improvements to the restaurant---an action plan

5. Unit 1 Customer service  Session 1  Activity 9  1. We’re going to get a new sign.  2. we’re going to start a training course on customer service.  3. we intend to get some seats.  4. We’re thinking of having fewer tables.

6.  5. We’re going to breif them every day.  6. We’re going to get a new dishwasher.  7. We intend to computerise the system.

7. Session 2  Activity 6  1. Will there be a place to sit and talk?  Yes, there’ll be a lounge.  2. Will my children be able to get a hamburger?  Yes, there’ll be a McDonald’s.  3. Will there be a sauna?  No, I’m afraid there won’t.

8.  4. Will we be able to have a drink?  Yes, there’ll be a bar.  5. Will there be a swimming pool?  No, I’m afraid there won’t.  6. Will there be something for teenagers to do?  Yes, there’ll be a disco and a videogames room.  7. Will there be a place to leave my children?  Yes, there’ll be a playroom.

9.  Activity 7  Paragraph 1 Eating out in London will never be the same again. The restaurant chain Guzzles, which is famous all over the USA, is now opening a new oulet in the West End of London.

10. Paragraph 2  Guzzles, which opens on 1 December, is in Charing Cross Road, so it will be very convenient for theatre and cinema goers who would like a meal before or after the show. The restaurant will offer both lunchtime and evening meals, and it will be ideal for people who like to eat late as it will not close until 3 a.m.

11.  Paragraph 3 Guzzles will have tables for 100 guests, but the restaurant is spacious, and diners will be able to eat in peasant, intimate surroundings. We have a nobooking policy so clients won’t be able to reserve a table, but there will be a comfortable bar area where guests can have a drink if they have to wait for a table.

12.  Paragraph 4 Guzzles will serve food of the highest quality at very competitive prices. There will be a lot of choice from an extensive menu, and the restaurant will provide specially requested dishes even if they are not on the menu.

13. Session 3  Briefing staff about customer policy

14. Activity 4  1. like to welcome you all 2. pleased you could all make it 3. I begin by explaining the purpose of 4. The aim of 5. we wish to concentrate on 6. For this reason we are going to 7. This means 8. our expressed intention is 9. sure that you have some questions that you’d like to ask 10. all for now 11. you very much for your attention and comments 12. Good luck with

15. Activity 7  1. Is there going to be new livery for ships?  2. Are there going to be computerised reservation systems?  3. Is there going to be a staff suggestion scheme?  4. Are there going to be pay inceases for all the staff?

16.  5. Are there going to be discounts on fares for employees’ families?  6.Are there going to be facilities for disabled people?  7. Is there going to be a bonus scheme for staff who go on training courses?