In banks, hotels, post offices, restaurants, nightclubs, travel and tour guide agencies, airlines, shops and railways it is normally the larger groups of lower graded staff who are most frequently in contact with the foreign language speaking customers. While many companies are prepared to send individual managers to expensive language schools to learn the basic language skills they are frequently reluctant to establish a tailor made oral course for their ‘front‐line’ staff even though this would result in substantial savings in company time and effort and give them a strong advantage over their competitors.
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