Unit 17. Logistical Services

Lead in

1. Service enterprises are organizations that facilitate the production and distribution of goods, support other firms in meeting their goals, and add value to our personal lives.

Vocabulary

1. d; 2. e; 3. j; 4. g; 5. i; 6. h; 7. c; 8. b; 9. f; 10. a.

1. Third Party Logistics; 2. cross-docking; 3. waybill; 4. full container; 5. break-bulk; 6. literature fulfillment; 7. shtink-wrapping; 8. recycling; 9. transshipment; 10. warehouing and transportation.

 

 

1. tracker; 2. overburdening; 3. refining; 4. loading; 5. equipment; 6. rework; 7. cycling; 8. multitier

1. recycling; 2. tracking and tracing; 3. distribution center; 4. FCL (full container load); 5. ISO; 6. kitting; 7. pick and pack; 8. waybill

 

Reading 1

E

1. to serve, service; 2. to consolidate, consolidation; 3. to fulfill, fulfilment; 4. to acquire, acquisition; acquisitive; 5. to prospect, prospect, prospective; 6. to evaluate, evaluation, evaluable.

F

1. e, 2. i, 3. f, 4. h, 5. d, 6. j, 7. g, 8. a, 9. b, 10. c.

G

1. supply chain, 2. to offer services, 3. overnight delivery, 4. to reduce costs, 5. environment policy, 6. regional business, 7. detailed quotation, 8. financial record.

H

6.on; 2. for; 3. in; 4. on; 5. at.

Grammar

1.

1. a. on time b. in time; 2. a. by b. until; 3. a. ever b. even; 4. a. hardly b. hard; 5. a. lately b. late; 6. a. during b. while; 7. a. at the moment b. actually; 8. a. yet b. still; 9. a. at the end of b. in the end; 10. a. nearly b. near; 11. a. especially b. specially.

2.

1. on; 2. in, on; 3. in; 4. over; 5. under; 6. in, at; 7. at; 8. on, on; 9. on; 10. at; 11. over/on; 12. on; 13. at; 14. at, in; 15. in; 16. on; 17. on; 18. at; 19. in, on, in; 20. at, on, at.

 

Speaking

4. characteristics of services: intangibility, heterogenity, perishability, simultaneous production and consumption.

5. Defining and improving quality, designing and testing new services, communicating and maintaining a consistent image, accommodating fluctuating demand, motivating and sustaining employee commitment, coordinating marketing, operations, and human resource efforts, setting prices, finding a balance between standardization versus personalization, ensuring the delivery of consistent quality.

Reading 2

C

1. d, 2. b, 3. f, 4. h, 5. g, 6. c, 7. e, 8. a.

D

1. c/d, 2. h, 3. a, 4. f, 5. e, 6. g, 7. b, 8. c/d.

F

1. to predict, prediction, predictability, predictor, predictable, predictive; 2. economics, economist; 3. to cycle, cycle, cyclical; 4. to eliminate, elimination; 5. capacity, capable.

G

6. with; 2. from; 3. with; 4. for; 5. to/with.

Writing

Sample email:

Dear…

We have been advised that you will be replenishing your stocks of white wines in the near future. You will probably be interested to know that we had an extremely fine season, as a result of which we were able to produce wines of very high quality. We are now shipping this 1990 vintage, and should be very glad to welcome you as a customer. Our full export price list is enclosed. We shall be pleased to supply you with a first order, against settlement within 30 days of date of invoice and with 2.5% discount. Immediate shipment is guaranteed.

With compliments,

Unit 18. Customer Service

Lead in

1. Customer service can refer to the practice of providing people with a positive, helpful experience before, during or after buying something. It also can refer to a department within a company that focuses on these processes. Ideally, every worker is able to provide assistance and no client experiences discrimination.

2. Face-to-face, by phone or through written communications.

3. Being put on hold/ being cut off, speaking to disinterested/stressed/ indifferent staff, unhelpful customer service personnel, salespeople with poor product knowledge, few staff at peak times, delays in getting money back/repairing.

4. Students’ own answers

5. Customers are the most vital part of any business therefore it is very important to keep them satisfied.

Vocabulary

1. h; 2. a; 3. j; 4. b; 5 c; 6. d; 7. f; 8. e; 9. g; 10. i

Sample antonyms: 1. unprofitable, 2. insecure, 3. good condition, 4. unobtainability, 5. withdrawal from market, 6. fixed operations, 7. agreement, 8. raw material, 9. compulsory service, 10. differentiation.

1. life cycle; 2. tradeoff; 3. cost effective; 4. market penetration; 5. reliability; 6. customer; 7. fulfilment; 8. operational flexibility

2. e; 2. h; 3. g; 4. a; 5. b; 6. c; 7. d; 8.f

Reading 1

E

1. to rely, reliability, reliable; 2. to segment, segmentation, segment, segmented, segmental; 3. to strategize, strategy, strategist, strategic; 4. to relate, relationship, relation, related, relational; 5. to characterize, characteristic, characteristic.

F

1. with; 2. in; 3. on; 4. in; 5. on; 6. to; 7. with; 8. by; 9. up; 10. within.

G

1. internal, 2. general, 3. market, 4. customized, 5. competitor, 6. collaboration.

H

1. e, 2. g, 3. c, 4. d, 5. a, 6. b, 7. f.

Grammar

1.

1. In spite of; 2. Nevertheless; 3. Unless; 4. instead; 5. Despite; 6. even though; 7. As a rule; 8. so that; 9. As a matter of fact; 10. due to; 11. except; 12. i.e.; 13. due to; 14. so that; 15. for; 16. because of; 17. since; 18. Nevertheless; 19. because of; 20. Whereas; 21. so; 22. despite; 23. in case; 24. since; 25. In spite of; 26. result; 27. except for; 28. With regard to; 29. e.g.; 30. otherwise.

2.

1. Or rather; 2. basically; 3. personally; 4. above all; 5. of course; 6. anyway; 7. unfortunately; 8. apparently; 9. by the way; 10. frankly; 11. actually; 12. as regards; 13. in other words; 14. as I was saying; 15. that is to say; 16. obviously; 17. besides.

Reading 2

 

F

1. as; 2. to; 3. to; 4. as; 5. for.

G

1. body of literature, 2. performance, 3. field, 4. scholar, 5. paradigm, 6. cognitive, 7. customer, 8. crucial.

H

1. d, 2. b, 3. a, 4. f, 5. c, 6. e.

 

Список литературы

 

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