新职业英语1unit7

课文 A 我真的很想知道 周五晚上我结束了节食。把去年因常去曼哈顿的餐馆吃饭而增加的 20 磅减掉之后，我敢 说我该理直气壮地美餐一顿了。为了庆祝节食成功，我和太太去了休斯顿一家我们最喜欢 的餐馆。 饭菜与往常一样，味道好极了，服务比平常还要好。我真想给这家餐馆的每个项目都打最 高分，但我没有。为什么？一会儿我们就知道了。 一家公司想度量一下顾客满意度是件好事。但是，要想把这件事做好，整个度量过程必须 妥善设计，并自始至终完整地实施。合理设计调查问卷仅仅是这个过程的第一步。为了能 够从顾客那里获得代表性的数据样本，并将偏见降到最低，建立数据搜集程序也同样重要。 许多公司却未能做到这一点，而这也正是这家餐馆的失败之处。 话说我们喝完咖啡之后，侍者拿来了账单。与账单附在一起的，还有一份简要的顾客满意 度调查问卷。问卷的一面是餐馆老板的一份说明，开头写着“我真的很想知道” ；另一面是 一些标准的测量项目，以及顾客填写意见的空白处。有一点不同的是，这份调查问卷已经 由侍者填完了。在“很好”、“ 好” 和“有待提高”三个级别上，侍者已经在所有“很好”的方框内 划了一条线。 尽管我很满意这家餐馆的服务，我也不打算把一份已由别人完成了的调查问卷放到意见箱 里。然而，很多人却会不假思索就将这种问卷交回。 如此进行顾客满意度调查，这家餐馆的老板只是在愚弄自己罢了。如果他“真的很想知道” ， 在顾客离开时，让人给他们分发一些邮资已付的调查问卷，会对他更有好处。 如果你正在进行或者正打算进行顾客满意度调查，我们强烈建议你除了注重问卷的设计外， 也要特别注意问卷的发放和回收过程。 课文 B 摩托罗拉有限产品质量保证书 本有限产品质量保证书适用于消费者在美国或加拿大购买的下列新产品、附件和软件。 承保范围 承保期限 产品 首位消费者购买日后一年 附件 首位消费者购买日后一年 软件 购买日后 90 天 *只适用于含有该软件的 CD-ROM 上的缺陷。 如需售后服务或信息，请致电： 摩托罗拉客服电话：1-800-453-0920 或 954-723-4910 或访问我们的网站： /iden/support 您将获得如何将您的产品、附件或软件寄送给摩托罗拉授权维修点的指示。寄送费用 自理。 为了获得售后服务，您必须随件附上： (a) 收据的复印件或其他购货凭证； (b) 产品问题的书面描述； (c) 您的地址和电话号码这是最重要的。 ( F ) 1. Motorola, Inc. warrants its products and software, excluding its accessories. ( T ) 2. The warranty on new products ends one year from the date of purchase by the first consumer purchaser. ( F ) 3. You cannot get serviced if you fail to provide the receipt. ( F ) 4. You need to ship the product to a Motorola repair center and they will pay all charges. ( F ) 5. The warranty applies to products purchased by consumers all over the world. Task 3 Rewrite the following sentences after the models. Model 1: An organization wants to measure customer satisfaction. That is admirable. It is admirable for an organization to want to measure customer satisfaction. 1. I will translate this article. That will be difficult. It will be difficult for me to translate this article. 2. The policeman has explained to him what had happened. That is necessary. It is necessary for the policeman to have explained to him what had happened. 3. The lost children will find their way home. That wont be possible. It wont be possible for the lost children to find their way home. Model 2: One side of the questionnaire contained a note from the owner. The note began with the words “I really want to know”. One side of the questionnaire contained a note from the owner, beginning with the words “I really want to know”. 1. It rained for two weeks continuously. That completely ruined our holiday. It rained for two weeks continuously, completely ruining our holiday. 2. They came into the office. They were singing and laughing. They came into the office, singing and laughing. 3. The secretary worked late into the night. She was preparing a long speech for the manager. The secretary worked late into the night, preparing a long speech for the manager. Task 5 Translate the following into English using the given words or phrases. 1. 这个问题值得认真考虑。(deserve) This question deserves careful consideration. 2. 我认为她的体重在增加。(gain) I think shes gaining weight. 3. 尽管我很不喜欢，但今晚我必须呆在家里学习。(as much as) As much as I hate to do it, I must stay home and study tonight. 4. 他从未按时完成过一个项目。(complete) He has never completed a project on time. 5. 他们敦促我们给予支持。(urge) They urged us to give our support. 6. 如果你发现这部手机有问题，可以要求退款。(defect) You can ask for a refund if you find any defects in this mobile phone. 7. 经理授权我在他出差期间代表他行事。(authorize) The manager authorized me to act for him while he was on business. 8. 他自己出钱印他的书。(at ones expense) He had his book printed at his own expense. P105 Writing Task 2 Suppose you are the customer service manager of your company. Write a letter of adjustment to the letter of complaint in Task 1 on Page 90. Dear Mr. Walters, Thank you for your letter of November 15. We are so sorry that the goods you received have not been supplied correctly. It might have been an error during shipment. We will make up the sho