新职业英语职业综合英语Unit 7 Customer Service.ppt

Unit7 职业综合英语1 ENGLISHFORCAREERS Unit7CustomerService 新职业英语 Contents Warm 1 1 Task1Completethefollowingsurveyformaboutcampuscanteens Warm 1 2 Task2SupposeyouaretheCEOoftheCampusCanteenCorporation Accordingtothecompletedsurveyabove areyourcustomerssatisfied Howcouldyoumakeimprovements ReadingA ReadingA Text Task1 Task2 BusinessKnow how TextA 1 IReallyWanttoKnowFridaynightIwentoffmydiet IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet ReadingA TextA 2 Thefood asalways waswonderful Theservicewasevenbetterthanusual Ireallywouldhavegiventherestauranttopmarksoneveryitem butIdidn t Why We llseeinamoment ReadingA TextA 3 Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction However todosocorrectly theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish Properquestionnairedesignisjustthefirststepintheprocess Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers andwhichkeepsbiastoaminimum Thisiswheremanyorganizationsfail Thisiswherethisparticularrestaurantfailed ReadingA TextA 4 Afterwehadfinishedourcoffee thewaiterbroughtoverthecheck Withthecheckwasabriefcustomersatisfactionsurvey Onesideofthequestionnairecontainedanotefromtheowner beginningwiththewords Ireallywanttoknow Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter Onascaleof excellent good and needsimprovement thewaiterhaddrawnalinethroughallthe excellent boxes ReadingA TextA 5 AsmuchasIenjoyedtheservice Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox However manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice ReadingA TextA 6 Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace Ifhe reallywantstoknow hewouldbebetteroffaskingsomeonetohandoutpostage paidquestionnairestopeopleastheylefttherestaurant ReadingA TextA 7 Ifyouhaveacustomersatisfactionmeasurementprograminplace orifyouarethinkingofimplementingone weurgeyoutogiveasmuchattentiontothedistributionandcollectionprocessasyoudotothequestionnairedesign ReadingA A Trans 1 ReadingA 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 A Trans 2 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 ReadingA A Trans 3 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 ReadingA A Trans 4 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 ReadingA A Trans 5 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 ReadingA A Trans 6 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 ReadingA A Trans 7 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 ReadingA tostop ReadingA gooff e g Hewentoffdrivingaftertheaccident e g You vebeenworkingallthemorning Ithinkyoudeservearest ReadingA deserve v tohaveearnedsomethingbygoodorbadactionsorbehavior e g LastweekIgainedanotherfivepounds ReadingA gain v toincreaseinweight speed heightorvalue e g Thisessayisadmirableinallrespects ReadingA admirable a havingmanygoodqualitiesthatpeoplerespectandadmire e g Educationshouldn tbemeasuredonlybyexaminationresults ReadingA measure v tojudgetheimportanceorvalueofsomething e g Itwastheworstdayinmyentirelife ReadingA entire a whole complete e g Wehavedecidedtoimplementthepresident ssuggestioninfull ReadingA implement v totakeactionorputintopractice e g 1 Mygrandfatherestablishedthefamilybusinessin1938 2 Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsago ReadingA establish v tostart tosetup v togetsomethingespeciallybymeansofeffort ReadingA obtain e g Wewishtoobtainfirst handinformation e g Theyhaveconductedaresearchinthisparticularfield ReadingA particular a unusual singleanddifferentfromothers n ageneralexaminationorstudy ofconditions opinions etc especiallycarriedoutbyaskingpeoplequestions ReadingA survey e g Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames n opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeone ReadingA comment e g Doyouhaveanycommentstomakeuponmystory tocomplete aform byansweringthequestionsinthespacesprovided ReadingA fillout e g Couldyoufilloutthisapplicationformquickly v toputsomethingdowninaparticularplace toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafe ReadingA deposit e g 1 Shedepositedhercaseinthecorner 2 Youareadvisedtodeposityourvaluablesinthehotelsafe tothinkverycarefullyaboutsomething ReadingA thinktwice e g Theteacheradvisedhimtothinktwicebeforedecidingtoquitschool inexistenceandreadytobeused ReadingA inplace e g Thenewregulationsarenowinplace togivesomethingtoeachmemberofagroup ReadingA handout e g Couldyoustarthandingthesebooksout please v tostronglyadvisesomeonetodosomething ReadingA urge e g Brownurgedhertoreconsiderhisdecision n theactofsharingthingsamongalargegroupofpeopleinaplannedway ReadingA distribution e g Thedistributionofthefoodsuppliesintheearthquakeareabegantwodaysago A Task1 1 Task1Answerthefollowingquestionsaccordingtothepassage Wheredoesthewritermostprobablylive 2 Whydidthemanandhiswifegototheirfavoriterestaurantfordinner 3 Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement Houston Becausetheywantedtocelebratethesuccessfulconclusionofhisdiet Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum ReadingA A Task1 2 4 Whatdidtheowner snoteinthequestionnairebeginwith 5 Inordertosuccessfullymeasurecustomersatisfaction whatshouldanorganizationpaymuchattentionto Itbeganwiththewords Ireallywanttoknow Itshouldpaymuchattentiontothedistributionandcollectionprocess ReadingA A Task2 Task2Decidewhetherthefollowingstatementsaretrue T orfalse F accordingtothepassage ReadingA 1 Thewriterwasnotsatisfiedwiththemealoftherestaurant 2 Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement 3 Theowneroftherestaurantdidn treallywanttomeasurecustomersatisfaction 4 Thewriterhadn tintendedtofillintheblankquestionnaire 5 Thewriterthoughtpostage paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction F T T F T BusinessKnow how ConductingaSurvey Establishthegoalsoftheproject whattolearn Determinewhatpeoplearetargetedandhowmanyaretobeinterviewed Choosehowtointerview facetoface telephone etc Designthequestionnaire Pretestthequestionnaire ifpractical Conductinterviewsandcollectdata Analyzethedata producethefindings ReadingB ReadingB Text Task1 Task2 TextB 1 MotorolaLimitedWarranty ReadingB ThislimitedwarrantyappliesasfollowstonewProducts AccessoriesandSoftwarepurchasedbyconsumersintheUnitedStatesorCanada AppliesonlytodefectsintheCD ROMsthatcontainthesoftware TextB 2 ReadingB Toobtainserviceorinformation pleasecall MotorolaCustomerServices1 800 453 0920or954 723 4910Orvisitusonlineathttp YouwillreceiveinstructionsonhowtoshiptheProducts AccessoriesorSoftware atyourexpense toaMotorolaAuthorizedRepairCenter Toobtainservice youmustinclude a acopyofyourreceipt orotherproofofpurchase b awrittendescriptionoftheproblem c and mostimportantly youraddressandtelephonenumber B Trans 1 ReadingB 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 只适用于含有该软件的CD ROM上的缺陷 B Trans 2 ReadingB 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 http 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 B Task1 ReadingB Task1Decidewhetherthefollowingstatementsaretrue T orfalse F accordingtothewarranty 1 Motorola Inc warrantsitsproductsandsoftware excludingitsaccessories 2 Thewarrantyonnewproductsendsoneyearfromthedateofpurchasebythefirstconsumerpurchaser 3 Youcannotgetservicedifyoufailtoprovidethereceipt 4 YouneedtoshiptheproducttoaMotorolarepaircenterandtheywillpayallcharges 5 Thewarrantyappliestoproductspurchasedbyconsumersallovertheworld F T F F F B Task2 Task2FillintheflowcharttoillustratehowtoobtainarepairservicefromMotorola Inc andexplainittoyourpartner Call Orvisitonlineat Provide orotherproofofpurchase Describe Give Shiptheproductto 1 800 453 0920or954 723 4910 http acopyofyourreceipt theproblem aMotorolaAuthorized youraddressandtelephonenumber RepairCenter ReadingB Listening Task1 Task2 Task3 Task4 Task5 Listening Speaking L Task1 Task1EllaBlackistalkingaboutthedelayofanorderwithThomasCook Listentotheconversationandfillintheblankswithwhatyouhear W We vecheckedtheorder anditlastFriday I msosorryaboutthat M Youknowweareadesigncompany ourworkcannotbedonewithoutcomputers Ourworkhasbeenaffected W Sorry sir Wepromise M Whatifwedon tgetitbythen Ourmanageryourservice Thisisourfirstorder andthingslikethisshouldn thavehappened W Ifullyunderstandyourpositionatthismoment Idohopethisincidentwon taffectourfuturebusinessrelations M Well Ihopeso shouldhavereachedyou becauseofthedelay you llgetitnextMonday isn tsatisfiedwith Thiswill neverhappenagain Listening Speaking L Task2 Task2LisaisMr Haywood ssecretary SheistalkingwithRobertRowley abusinesspartnerofthecompany Listentotheconversationandchoosethebestanswertoeachquestionyouhear Script 1 A Becausehe soutonbusiness B Becausehedidn treceiveMr Rowley smessages C BecauseLisadidn ttellhim D Becausehehasbeenverybusyrecently 2 A Twotimes B Threetimes C Fourtimes D Fivetimes 3 A Nextweek B Bytheendoftheweek C Tomorrow D Thisafternoon Listening Speaking L 2 Script Task2Script Listening Speaking L Task3 Listening Speaking Script 1 Thewomanboughtaboxofprintingpaperlastweek TrueFalse2 OntheboxoftheprintingpaperitsaysB5 TrueFalse3 Thewomandemandedarefundof20 35pounds TrueFalse4 Theassistantwouldcalltheirotherbranchtoseeiftheyhaveany TrueFalse yesterday 12 35pounds Task3Acustomeriscomplainingtoashopassistantaboutaboxofprintingpapershebought Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse Thenwritekeywordstosupportyouranswers L 3 Script Task3Script Listening Speaking L Task4 Listening Speaking Task4Sophiaisreceivingaphonecallfromacustomer CompletetheCustomerServiceHelpFormwithwhatyouhear Script 077008865378 DVDplayer oneweekago three L 4 Script Task4Script Listening Speaking Tobettercommunicatewithacomplainingcustomer usethefollowingstepstohelpyouhandleandsolvetheproblem Firstly Writedownanynames dates andmajorpointsofthecomplaint Secondly thinktwicebefore Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced butthinkbeforeyougiveanypromise becausenothingannoyscustomersmorethanabrokenpromise L Task5 1 Listening Speaking Task5Listentothepassagetwiceandfillintheblankswithwhatyouhear listenandtakenotes makingpromises L Task5 2 Listening Speaking Thirdly checkthefacts Makesurethecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself Thelaststepistooffersolutions Whenthecustomercomplains youshouldalwaysofferhimasolutiontotheproblem Ifyoucannotdirectlyfixtheproblem offerhimsomethingelsetotryandkeephimsatisfied Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone suchas to refundthemoney offerarepair offeradiscountonthenextpurchase andtheinconveniencecaused theinformation offerareplacement apologizefor Writing Writing Task1 Task2 DearMr Benson ofMarch12 thecomputeryouboughtfromusarrivedinsuchpoorcondition Itmighthavebeendamagedduringshipment anewcomputerassoonaspossible Toensureitreachesyousafely itwillbedouble packedthistime fortheinconvenienceithascaused Yourssincerely EmilyWatsonEmilyWatsonCustomerServiceManager W Task1 Writing Task1Completethefollowingletterofadjustmentwiththegivenexpressions WewillsendyouPleaseacceptourapologyThankyouforyourletterWearesosorrythat Thankyouforyourletter Wearesosorrythat Wewillsendyou Pleaseacceptourapology DearMr Walters ThankyouforyourletterofNovember15 Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly Itmighthavebeenanerrorduringshipment Wewillmakeuptheshortfallassoonaspossible andpromisethatsuchthingswillneverhappenagain Pleaseacceptourapologyfortheinconvenienceithascaused Yourssincerely WangYiWangYiCustomerServiceManager W Task2 Writing Task2Supposeyouarethecustomerservicemanagerofyourcompany WritealetterofadjustmenttotheletterofcomplaintinTask1onPage90 Sample Mini Workingroups Eachgroupaskstenstudentstofillinthequestionnairebelowabouttheiruseofmobilephonesandthendraftasummaryofthesurveyresults Mini project Workingroups RefertothesampleonPage106 Todoaresearchandthenanalyzethedatacollected In classpresentation LanguageLab LanguageLab Task1 Task2 Task3 Task4 Task5 LL Task1 LanguageLab Task1Matchthewordsorphrasesontheleftwiththeirmeaningsontheright A haveanincreaseinB inexistenceandreadytobeusedC haveearnedsomethingbygoodorbadactionsorbehaviorD stronglyadvisesomeonetodosomethingE takeactionorputintopracticeF opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG setup startH ageneralexaminationorstudy ofconditions opinions etc especiallycarriedoutbyaskingpeoplequestionsI unusual singleanddifferentfromothersJ whole complete 1 deserve 2 entire 3 survey 4 gain 5 particular 6 urge ment 8 implement 9 establish 10 inplace C J H A I D F E G B LL Task2 LanguageLab Task2Completethesentenceswiththefollowingwordsorphrases Changetheformifnecessary AfterTompassedhisdrivingtest he anapplicationforhisdriver slicense 2 MaryandIhave cooking soweliveonsaladsthesedays 3 IfIwereyou I d beforeinvestingthemoneyinthatbusiness 4 Hehadreadthenovelhimself andmadequiteafew onit 5 Thecommittee ssuggestionwillbe oncethepresidentgivesthepermission filledout goneoff thinktwice comments implemented commentthinktwiceimplementgoofffillout LL Task3 1 LanguageLab Task3Rewritethefollowingsentencesafterthemodels Model1 Anorganizationwantstomeasurecustomersatisfaction Thatisadmirable Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction 1 Iwilltranslatethisarticle Thatwillbedifficult Itwillbedifficultformetotranslatethisarticle 2 Thepolicemanhasexplainedtohimwhathadhappened Thatisnecessary Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened 3 Thelostchildrenwillfindtheirwayhome Thatwon tbepossible Itwon tbepossibleforthelostchildrentofindtheirwayhome LL Task3 2 LanguageLab Model2 Onesideofthequestionnairecontainedanotefromtheowner Thenotebeganwiththewords Ireallywanttoknow Onesideofthequestionnairecontainedanotefromtheowner beginningwiththewords Ireallywanttoknow Itrainedfortwoweekscontinuously Thatcompletelyruinedourholiday Itrainedfortwoweekscontinuously completelyruiningourholiday 2 Theycameintotheoffice Theyweresingingandlaughing Theycameintotheoffice singingandlaughing 3 Thesecretaryworkedlateintothenight Shewaspreparingalongspeechforthemanager Thesecretaryworkedlateintothenight preparingalongspeechforthemanager LL Task4 1 LanguageLab Task4Choosethebestanswerstocompletethefollowingpassage Whowasitthatsaid Thecustomerisalwaysright Maybethecustomerisn talwaysright butifyouwanttokeepthem makesuretheylikeyou Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff Wealwayshavea1smileforeverycustomer Wearewarmand2toallcustomers Welistencarefullyandmakeitobviousthatwe re