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UNIT D REVISION<br />
SKILLS<br />
Complete the conversation below using these sentences.<br />
a) So what happened?<br />
b) So what you're saying is that Didier was promoted because he handled this 'spy'<br />
complaint really well?<br />
c) Congratulate him?<br />
d) I'm not surprised you're upset.<br />
e) Really? Let's hear the full story.<br />
f) What exactly do you mean by customer service spy?<br />
A: Did you hear? Didier's been promoted!<br />
B: ........... .<br />
A: Well, Didier's been made head of the Customer Service Department. I was<br />
supposed to get that job!<br />
B: . . . . . . . ... . .<br />
A: Yeah, I am. I just heard this morning.<br />
B: . . . . . . ... . . .<br />
A: Well, Didier was working on the customer service desk when a really angry<br />
customer came in. Didier managed to calm the guy down and solve the problem,<br />
and he left happy. It turns out the guy was one of those customer service spies.<br />
B: . . . . ... . ... .<br />
A: I mean that the guy was only pretending to be a customer. He was sent by the<br />
management to test Didier. And as a result, Didier's been made Head of the<br />
Customer Services Department.<br />
B: ........... .<br />
A: Yes, that's it. Well, I'd better get used to it. I guess I'll go and congratulate Didier.<br />
B: · · · · · · · · · · · ·<br />
A: Well, yeah. He's my boss now.<br />
11 Crisis management<br />
VOCABULARY<br />
Match the sentence halves.<br />
1 An environmental group a) information, because everyone's saying<br />
took legal<br />
something different about what's going on.<br />
2 We suffered b) press release as soon as possible, so they don't<br />
3 We're going to hold a<br />
think we're hiding anything.<br />
4 We need to issue a<br />
c) response was pretty good. We started the recall<br />
as soon as we found out about the problem.<br />
5 We have to control the<br />
d) a loss of confidence after the news report<br />
flow of<br />
about the product's safety.<br />
6 Our speed of<br />
press conference to explain exactly what's<br />
7 We have to prepare going on.<br />
e)<br />
8 lfwe make an admission f) limitation. The situation is very bad.<br />
9 We've implemented g) of liability, the legal costs could <strong>ru</strong>n into the<br />
10 The best we can do now<br />
millions.<br />
is damage<br />
h) a contingency plan in case the meeting with<br />
their legal team goes badly.<br />
i) the action plan, which was to start by making<br />
a public apology.<br />
j) action after the accident.<br />
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