- •Оглавление
- •Введение
- •Unit 1 service industry
- •Assignments
- •St. Petersburg State University of Service and Economics
- •Words and expressions
- •Service industry
- •Words and expressions
- •Which are personal qualities required for working in the service industry?
- •Words and expressions
- •Grammar exercises
- •Things to do
- •The Sights
- •Cathedrals, Churches and Monasteries
- •Bridges
- •Theatres
- •Festivals
- •The suburbs
- •Words and expressions
- •Grammar exercises
- •Indefinite pronouns some / any and their derivatives
- •Things to do
- •Unit 3 higher education in the uk
- •Assignments
- •Types of English universities
- •Entrance to British universities
- •The university system in Britain
- •Variety of other British higher institutions
- •Words and expressions
- •1. At an International Conference.
- •2. A Television Interview.
- •Grammar exercises
- •Things to do
- •Unit 4 higher education in the usa
- •Assignments
- •Categories of institution in the usa
- •Involvement in learning
- •Changes in American higher education
- •Words and expressions
- •Grammar exercises
- •Things to do
- •Unit 5 political system in the uk
- •Words and expressions
- •Political system of the usa
- •The us Constitution
- •The Legislative Branch
- •The Executive Branch
- •The Judicial Branch
- •Major Political Parties
- •Elections
- •Words and expressions
- •Grammar exercises
- •Things to do
- •Words and expressions
- •Assignments
- •Travelling by air
- •Words and expressions
- •Travelling by train
- •Britain Rail’s Services
- •Words and expressions
- •Grammar exercises
- •Things to do
- •Unit 7 at the customs
- •Assignments
- •Words and expressions
- •Grammar exercises
- •Unit 8 meals
- •Meals and Mealtimes in Britain
- •Sunday Roast
- •Eating out in London
- •Restaurants
- •International and fusion cuisine
- •Fast food
- •Ordering food
- •Grammar exercises
- •2. Be a host and a guest in turns.
- •3. Project Work:
- •Unit 9 accommodation
- •How to book
- •Classification
- •Yha Hostels
- •Independent Hostels
- •University Accommodation
- •Bed and Breakfast
- •Guesthouses
- •Rental Accommodation
- •Words and expressions
- •Grammar exercises
- •Unit 10 london
- •Assignments
- •Buckingham Palace
- •Houses of Parliament
- •Westminster Abbey
- •St. Paul’s Cathedral
- •Trafalgar Square
- •Nelson`s Column
- •The Tower of London
- •Piccadilly Circus
- •Shakespeare`s Globe Theatre
- •Covent Garden
- •Downing Street
- •The Charles Dickens Museum
- •Neasden Temple
- •Royal parks
- •British Library
- •Changing the Guard
- •Words and expressions
- •Grammar exercises
- •Indirect Speech
- •Order tell ask beg suggest
- •Things to do
- •Unit 11 shopping
- •Shopping in London
- •Words and expressions
- •Assignments
- •Marks & Spencer Britain's Favourite Store
- •How did it all begin?
- •What are the best-sellers?
- •Why is m&s so successful?
- •I’m not a shopaholic!
- •Words and expressions
- •Grammar exercises
- •The media
- •National and local newspapers in the usa
- •Radio and television in the usa
- •The press in the uk
- •Television and Radio in the uk
- •Words and expressions
- •Assignments
- •Machine Dreams
- •Words and expressions
- •Grammar exercises
- •Infinitive
- •Things to do
- •Grammar reference present forms Present Simple
- •Present Continuous
- •State verbs
- •Present Perfect
- •Present Perfect Continuous
- •Past forms The past forms of be
- •Past Simple
- •Past continuous
- •Past Perfect
- •Past Perfect Continuous
- •Future forms
- •The Future Simple
- •Going to, planning to
- •The Present Continuous
- •The Present Simple
- •The Future Continuous
- •The Future Perfect
- •The Future Perfect Continuous
- •Articles
- •Adjectives
- •Pronouns
- •Some/Any/No
- •A little/Little
- •Modal verbs
- •Functions of modal verbs
- •Passive voice
- •Personal / Impersonal passive constructions
- •Reported speech
- •1 Change of tenses
- •2 Verbs and conjunctions used for reporting
- •3 Word order in reported questions
- •Conditionals
- •Infinitive – gerund – participles The Infinitive
- •The Gerund
- •The Participles
- •Suffixes Common suffixes for nouns
- •Common suffixes for adjectives
- •Prefixes used to form opposites
- •Other prefixes which change meaning
- •Prepositions of Time: at, in, on
- •Bibliography
- •Заключение
- •191015, Г. Санкт-Петербург, ул. Кавалергардская, д. 7
Which are personal qualities required for working in the service industry?
When you do a service to others, there is some amount of nobility attached to it, even if it is a customer service which has a business motive behind it. Working in a customer service industry will not be a cake walk for all. One requires the right mental makeup, interpersonal skills, technical knowledge, problem-solving skills and so on, to be successful in a customer service industry.
Even if one lacks such qualities while joining such an industry, a sincere and committed working over a period of time definitely helps one to learn, gain and hone the specific skills needed in customer service.
Here are some skills that you can learn from working in the customer service industry:
Patience. Patience and controlling of anger are great virtues even from a spiritual point of view. Angry customers who happen to get disappointed over the problems they faced in the product / service provided by your firm will at times be too harsh in their words and too hard to please. “Customer is always right” is the first statement in the rule books of customer service and patience is the prime requisite in handling such customers.
Diplomacy. All said and done, you may not be practically in a position to meet your promised service deadlines or may not be 100% successful in resolving a problem. At times, the customer’s demands may be far beyond your legal and moral commitments. Many times you will not be permitted to state certain factual and obvious things black and white by your higher-ups in the interest of not antagonizing a customer. You will then naturally develop diplomatic skills (sugar coating the bitter realities, stating the obvious in the most round-about way etc!).
Diplomacy is one great skill that will keep you in good stead in any job or situation you are put into in the course of your life.
Problem analysis and solving skills. When a service problem is assigned to you for solution, it is your responsibility to solve it amicably. The quicker you are in analyzing the problem, the better you are in solving it. If you are a customer care manager, through handling several similar and diverse problems, you will develop good experience in quickly analyzing and reaching to the root cause of a problem. “What is the quickest and easiest way to solve the problem?” is one constant thinking that will always remain at the back of your mind and this skill, when acquired, will be very helpful right through your life.
Commitment to time. People generally have the tendency to procrastinate any work. Such a mentality cannot work in customer service. Any problem reported by customer will carry a time tag to solve it and if it is missed, you will be at the firing end, not only from the customer but also from your higher-ups.
Procrastination is one bad quality that you will be able to get rid of if you work in customer service industry.
Thus working in a customer service industry is definitely very advantageous for one to improve one’s personality, humane qualities as well as technical skills. Such a person will gain lots of confidence in handling people as well as problems and he/she will be a good managerial material that corporate houses would love to recruit.