环球商务英语

《环球商务英语》上册
Module plans
Module 1 Change and the company
Unit 1 How companies operate
Session 1 Dutton Engineering
Session 2 The Structure of organisations
Session 3 Successful Products
Unit 2 Responding to change
Session 4 people and change
Session 5 Describing trends
Session 6 The global market
Unit 3 Ways of wording
Session 7 Telecommutiong
Session 8 Working with regulations
Session 9 WOrking in cyberspace
Unit 4 Pronunciaton and review
Session 10 Pronunciation
Session 11 Review
Session 12 Communicative activities
Answers
Module 2 The Custimer
Unit 1 Customer serivce
Session 1 Planning improvemens to customer service
Session 2 Formulating customer service policy
Session 3 Briefing staff about customer policy
Unit 2 Customer feedback
Session 4 Finding out what customers think - 1 Face-to-face interviews
Session 5 Finding out what customers think - 2 On the telephone
Session 6 Finding out what customers think - 3 Written questionnaires
Unit 3 Total Quality Management
Session 7 What is Total Quality Management
Session 8 Who is involved in Total Quality Management?
Session 9 How is Total Quality Management Managed?
Unit 4 Pronunciaton and review
Session 10 Pronunciation
Session 11 Review
Session 12 Communicative activities
Answers
Module 3 Finance
Module 4 A new product
Transcript
Self-Assessment
Glossary
Acknowledgements