新职业综合英语1-Unit 7ppt课件

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.IreallywouldhavegiventherestauranttopmarksoneveryitembutIdidnt.Why?Wellseeinamoment.,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.YouvebeenworkingallthemorningIthinkyoudeservearest.,ReadingA,deserve,v.tohaveearnedsomethingbygoodorbadactionsorbehavior,e.g.LastweekIgainedanotherfivepounds.,ReadingA,gain,v.toincreaseinweight,speed,heightorvalue,e.g.Thisessayisadmirableinallrespects.,ReadingA,admirable,a.havingmanygoodqualitiesthatpeoplerespectandadmire,e.g.Educationshouldntbemeasuredonlybyexaminationresults.,ReadingA,measure,v.tojudgetheimportanceorvalueofsomething,e.g.Itwastheworstdayinmyentirelife.,ReadingA,entire,a.whole;complete,e.g.Wehavedecidedtoimplementthepresidentssuggestioninfull.,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.Whatdidtheownersnoteinthequestionnairebeginwith?5.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?,Itbeganwiththewords“Ireallywanttoknow”.,Itshouldpaymuchattentiontothedistributionandcollectionprocess.,ReadingA,A-Task2,Task2Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.,ReadingA,()1.Thewriterwasnotsatisfiedwiththemealoftherestaurant.()2.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.()3.Theowneroftherestaurantdidntreallywanttomeasurecustomersatisfaction.()4.Thewriterhadntintendedtofillintheblankquestionnaire.()5.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.,F,T,T,F,T,BusinessKnow-how,ConductingaSurvey,Establishthegoalsoftheprojectwhattolearn;Determinewhatpeoplearetargetedandhowmanyaretobeinterviewed;Choosehowtointerview(facetoface,telephone,etc.);Designthequestionnaire;Pretestthequestionnaire,ifpractical;Conductinterviewsandcollectdata;Analyzethedataproducethefindings.,ReadingB,ReadingB,Text,Task1,Task2,TextB-1,MotorolaLimitedWarranty,ReadingB,ThislimitedwarrantyappliesasfollowstonewProducts,AccessoriesandSoftwarepurchasedbyconsumersintheUnitedStatesorCanada.,*AppliesonlytodefectsintheCD-ROMsthatcontainthesoftware.,TextB-2,ReadingB,Toobtainserviceorinformation,pleasecall:MotorolaCustomerServices1-800-453-0920or954-723-4910Orvisitusonlineat,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：,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,acopyofyourreceipt,theproblem,aMotorolaAuthorized,youraddressandtelephonenumber,RepairCenter.,ReadingB,Listening,Task1,Task2,Task3,Task4,Task5,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.,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_anapplicationforhisdriverslicense.2.MaryandIhave_cooking,soweliveonsaladsthesedays.3.IfIwereyou,Id_beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew_onit.5.Thecommitteessuggestionwillbe_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.Thatwontbepossible.Itwontbepossibleforthelostchildrentofindtheirwayhome.,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”?Maybethecustomerisntalwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyandmakeitobviousthatwerelistening.*Wegivetheimpressionthatwecareandare3inthecustomers.*Weunderstandproblemsandcomplaintsand4quickly.*Weoccasionallydosomethingtopleasantly5thecustomers.*Wealwayskeepour6.*Wegivetheimpressionthatwerefunto7.,LL-Task4-2,LanguageLab,*Wetreatthecustomersthewaytheywant8,notthewaywewantthemtobetreated.Howwelldidyoudo?Ifyouvegotalotofticks,thenyouprobablyhavelotsofcustomerswholi