新职业英语职业综合英语1Unit7PPT教案VIP

,职业综合英语1,Unit7CustomerService,新职业英语,郑州城市学院张洁,Mini-Project,Writing,ListeningSpeaking,LanguageLab,Warming-up,ReadingB,ReadingA,Unit7CustomerService,tasks,Task1:Completethefollowingsurveyformaboutcampuscanteens.,Task2,Unit7CustomerService,Warming-up,Unit7CustomerService,Warming-up,SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?,ReadingA,Text,Task1,Task2,BusinessKnow-how,ReadingA,Para3,Para4,Para5,Para6,Para2,Para1,Para7,ReadingA,Unit7CustomerService,IReallyWanttoKnowFridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.,ReadingA,Unit7CustomerService,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。,ReadingA,Unit7CustomerService,Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.IreallywouldhavegiventherestauranttopmarksoneveryitembutIdidnt.Why?Wellseeinamoment.,ReadingA,Unit7CustomerService,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,Unit7CustomerService,Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.,ReadingA,Unit7CustomerService,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,Unit7CustomerService,Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.,ReadingA,Unit7CustomerService,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,Unit7CustomerService,AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.,ReadingA,Unit7CustomerService,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,Unit7CustomerService,Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace.Ifhe“reallywantstoknow”,hewouldbebetteroffaskingsomeonetohandoutpostage-paidquestionnairestopeopleastheylefttherestaurant.,ReadingA,Unit7CustomerService,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,Unit7CustomerService,Ifyouhaveacustomersatisfactionmeasurementprograminplace,orifyouarethinkingofimplementingone,weurgeyoutogiveasmuchattentiontothedistributionandcollectionprocessasyoudotothequestionnairedesign.,ReadingA,Unit7CustomerService,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,Unit7CustomerService,tostop,gooff,e.g.Hewentoffdrivingaftertheaccident.,ReadingA,Unit7CustomerService,e.g.YouvebeenworkingallthemorningIthinkyoudeservearest.,deserve,v.tohaveearnedsomethingbygoodorbadactionsorbehavior,Unit7CustomerService,e.g.LastweekIgainedanotherfivepounds.,gain,v.toincreaseinweight,speed,heightorvalue,Unit7CustomerService,ReadingA,e.g.Thisessayisadmirableinallrespects.,admirable,a.havingmanygoodqualitiesthatpeoplerespectandadmire,Unit7CustomerService,ReadingA,e.g.Educationshouldntbemeasureonlybyexaminationresults.,measure,v.tojudgetheimportanceorvalueofsomething,Unit7CustomerService,ReadingA,e.g.Itwastheworstdayinmyentirelife.,entire,a.whole;complete,Unit7CustomerService,ReadingA,e.g.Wehavedecidedtoimplementthepresidentssuggestioninfull.,implement,v.totakeactionorputintopractice,Unit7CustomerService,ReadingA,e.g.1.Mygrandfatherestablishedthefamilybusinessin1938.2.Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsago.,establish,v.tostart;tosetup,Unit7CustomerService,ReadingA,v.togetsomethingespeciallybymeansofeffort,obtain,e.g.Wewishtoobtainfirst-handinformation.,Unit7CustomerService,ReadingA,e.g.Theyhaveconductedaresearchinthisparticularfield.,particular,a.unusual,singleanddifferentfromothers,Unit7CustomerService,ReadingA,n.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestions,survey,e.g.Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames.,Unit7CustomerService,ReadingA,n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeone,ReadingA,comment,e.g.Doyouhaveanycommentstomakeuponmystory?,Unit7CustomerService,ReadingA,tocomplete(aform)byansweringthequestionsinthespacesprovided,fillout,e.g.Couldyoufilloutthisapplicationformquickly?,Unit7CustomerService,ReadingA,v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafe,deposit,e.g.1.Shedepositedhercaseinthecorner.2.Youareadvisedtodeposityourvaluablesinthehotelsafe.,Unit7CustomerService,ReadingA,tothinkverycarefullyaboutsomething,thinktwice,e.g.TheteacheradvisedhimtothinktwiceBeforedecidingtoquitschool.,ReadingA,inexistenceandreadytobeused,inplace,e.g.Thenewregulationsarenowinplace.,Unit7CustomerService,ReadingA,togivesomethingtoeachmemberofagroup,handout,e.g.Couldyoustarthandingthesebooksout,please?,Unit7CustomerService,ReadingA,v.tostronglyadvisesomeonetodosomething,urge,e.g.Brownurgedhertoreconsiderhisdecision.,Unit7CustomerService,ReadingA,n.theactofsharingthingsamongalargegroupofpeopleinaplannedway,distribution,e.g.Thedistributionofthefoodsuppliesintheearthquakeareabegantwodaysago.,Unit7CustomerService,ReadingA,Task1Answerthefollowingquestionsaccordingtothepassage.,Wheredoesthewritermostprobablylive?,Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?,Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?,Houston.,Becausetheywantedtocelebratethesuccessfulconclusionofhisdiet.,Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum.,Whatdidtheownersnoteinthequestionnairebeginwith?,Itbeganwiththewords“Ireallywanttoknow”.,Itshouldpaymuchattentiontothedistributionandcollectionprocess.,Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?,Unit7CustomerService,ReadingA,Task2Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.,Thewriterwasnotsatisfiedwiththemealoftherestaurant.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.Theowneroftherestaurantdidntreallywanttomeasurecustomersatisfaction.Thewriterhadntintendedtofillintheblankquestionnaire.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.,F,T,T,F,T,1.,2.,3.,4.,5.,ReadingA,ConductingaSurvey,Establishthegoalsoftheprojectwhattolearn;,Determinewhatpeoplearetargetedandhowmanyaretobeinterviewed;,Choosehowtointerview(facetoface,telephone,etc.);,Designthequestionnaire;,Pretestthequestionnaire,ifpractical;,Conductinterviewsandcollectdata;,Analyzethedataproducethefindings.,Unit7CustomerService,BusinessKnow-how,ReadingB,Text,Task1,Task2,Unit7CustomerService,ReadingB,MotorolaLimitedWarranty,ThislimitedwarrantyappliesasfollowstonewProducts,AccessoriesandSoftwarepurchasedbyconsumersintheUnitedStatesorCanada.,*AppliesonlytodefectsintheCD-ROMsthatcontainthesoftware.,Unit7CustomerService,ReadingB,Toobtainserviceorinformation,pleasecall:MotorolaCustomerServices1-800-453-0920or954-723-4910Orvisitusonlineat,Unit7CustomerService,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。,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：,ReadingB,Unit7CustomerService,Task1Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothewarranty.,1.Motorola,Inc.warrantsitsproductsandsoftware,excludingitsaccessories.,Thewarrantyonnewproductsendsoneyearfromthedateofpurchasebythefirstconsumerpurchaser.,3.Youcannotgetservicedifyoufailtoprovidethereceipt.,YouneedtoshiptheproducttoaMotorolarepaircenterandtheywillpayallcharges.,5.Thewarrantyappliestoproductspurchasedbyconsumersallovertheworld.,F,T,F,F,F,ReadingB,Task2FillintheflowcharttoillustratehowtoobtainarepairservicefromMotorola,Inc.andexplainittoyourpartner.,Call_;Orvisitonlineat_.,Provide_orotherproofofpurchase;Describe_;Give_.,Shiptheproductto_,1-800-453-0920or954-723-4910,acopyofyourreceipt,theproblem,aMotorolaAuthorized,youraddressandtelephonenumber,RepairCenter.,ReadingB,ListeningSpeaking,Task1,Task2,Task3,Task4,Task5,Unit7CustomerService,Listeningourworkcannotbedonewithoutcomputers.Ourworkhasbeenaffected.W:Sorry,sir.Wepromise.M:Whatifwedontgetitbythen?Ourmanageryourservice.Thisisourfirstorder,andthingslikethisshouldnthavehappened.W:Ifullyunderstandyourpositionatthismoment.Idohopethisincidentwontaffectourfuturebusinessrelations.M:Well,Ihopeso.,shouldhavereachedyou,becauseofthedelay,youllgetitnextMonday,isntsatisfiedwith,Thiswill,neverhappenagain,ListeningRefertothesampleonPage106;Todoaresearchandthenanalyzethedatacollected;In-classpresentation.,Mini-project,Unit7CustomerService,LanguageLab,Task1,Task2,Task3,Task4,Task5,LanguageLab,Unit7CustomerService,Task1Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.,A.haveanincreaseinB.inexistenceandreadytobeusedC.haveearnedsomethingbygoodorbadactionsorbehaviorD.stronglyadvisesomeonetodosomethingE.takeactionorputintopracticeF.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG.setup;startH.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsI.unusual,singleanddifferentfromothersJ.whole;complete,ment8.implement9.establish10.inplace,C,J,H,A,I,D,F,E,G,B,Task2Completethesentenceswiththefollowingwordsorphrases.Changetheformifnecessary.,AfterTompassedhisdrivingtest,he_anapplicationforhisdriverslicense.2.MaryandIhave_cooking,soweliveonsaladsthesedays.3.IfIwereyou,Id_beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew_onit.5.Thecommitteessuggestionwillbeoncethepresidentgivesthepermission.,filledout,goneoff,thinktwice,comments,implemented,commentthinktwiceimplementgoofffillout,Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.1.Iwilltranslatethisarticle.Thatwillbedifficult.Itwillbedifficultformetotranslatethisarticle.2.Thepolicemanhasexplainedtohimwhathadhappened.Thatisnecessary.Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwontbepossible.Itwontbepossibleforthelostchildrentofindtheirwayhome.,Task3Rewritethefollowingsentencesafterthemodels.,Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow”.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruiningourholiday.2.Theycameintotheoffice.Theyweresingingandlaughing.Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.Thesecretaryworkedlateintothenight,preparingalongspeechforthemanager.,Model2:,Task4Choosethebestanswerstocompletethefollowingpassage.,Whowasitthatsaid“Thecustomerisalwaysright”?Maybethecustomerisntalwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyandmakeitobviousthatwerelistening.*Wegivetheimpressionthatwecareandare3inthecustomers.*Weunderstandproblemsandcomplaintsand4quickly.*Weoccasionallydosomethingtopleasantly5thecustomers.*Wealwayskeepour6.*Wegivetheimpressionthatwerefunto7.,*W