Class update Thursday 03.03.2016

Speaking	Customer Relationship Management. 1. Have you ever had to complaint about a product or a service? 2. Were you satisfied with the response? Tell a partner. Ask follow-up questions.
Listening	Book, page 36, exercise B, Interview with Dr Jonathan Reynolds.  Watch Martha’s video, and note - How did Fed Ex and Stenna improve their responses to customer complaints? - What did it mean for employees? https://www.youtube.com/watch?v=BrbglXJ3Uc  (Part 2)
Reading
Writing
Grammar
Vocabulary	Refreshing Bookkeeping, exercise 1, page 15.
Other
Homework