新职业英语职业综合英语UnitCustomer Service

1、Conte nts Listening complete We have decided to implement the presidents suggestion in full. Reading A implement to take action or put into practice 1. My grandfather established the family business in 1938. 2. The relationships between the two companies were established two years ago. Reading A est

2、ablish to start; to set up to get something especially by means of effort Reading A obtain We wish to obtain first-hand information. They have conducted a research in this particular field. Reading A particular unusual, single and different from others a general examination or study (of conditions,

3、opinions, etc.), especially carried out by asking people questions Reading A survey A recent survey shows that many teenagers spend three hours a day playing computer games. opinion given briefly in speech or writing about something or someone Reading A comment Do you have any comments to make upon

4、my story? to complete (a form) by answering the questions in the spaces provided Reading A fill out Could you fill out this application form quickly? to put something down in a particular place; to put money or something valuable in a bank or other places where it will be safe Reading A deposit 1. S

5、he deposited her case in the corner. 2. You are advised to deposit your valuables in the hotel safe. to think very carefully about something Reading A think twice The teacher advised him to think twice before deciding to quit school. in existence and ready to be used Reading A in place The new regul

6、ations are now in place. to give something to each member of a group Reading A hand out Could you start handing these books out, please? to strongly advise someone to do something Reading A urge Brown urged her to reconsider his decision. the act of sharing things among a large group of people in a

7、planned way Reading A distribution The distribution of the food supplies in the earthquake area began two days ago. A-Task 1-1 Answer the following questions according to the passage. 1.Where does the writer most probably live? 2. Why did the man and his wife go to their favorite restaurant for dinn

8、er? 3. Why is the process of gathering data important for customer satisfaction measurement? Houston. Because they wanted to celebrate the successful conclusion of his diet. Because it helps to obtain a representative sample of customers and keep bias to a minimum. Reading A A-Task 1-2 4. What did t

9、he owners note in the questionnaire begin with? 5. In order to successfully measure customer satisfaction, what should an organization pay much attention to? It began with the words “I really want to know”. It should pay much attention to the distribution and collection process. Reading A A-Task 2 D

10、ecide whether the following statements are true (T) or false (F) according to the passage. Reading A F T T F T Business Know-how Conducting a Survey Establish the goals of the projectwhat to learn; Determine what people are targeted and how many are to be interviewed; Choose how to interview (face t

11、o face, telephone, etc.); Design the questionnaire; Pretest the questionnaire, if practical; Conduct interviews and collect data; Analyze the dataproduce the findings. Reading BReading B Text Task 1 Task 2 Text B-1 Motorola Limited WarrantyMotorola Limited Warranty Reading B This limited warranty ap

12、plies as follows to new Products, Accessories and Software purchased by consumers in the United States or Canada. COVERAGELENGTH OF COVERAGE ProductsOne (1) year from the date of purchase by the first consumer purchaser. AccessoriesOne (1) year from the date of purchase by the first consumer purchas

13、er. Software *Ninety (90) days from the date of purchase. * Applies only to defects in the CD-ROMs that contain the software. Text B-2 Reading B To obtain service or information, please call: Motorola Customer Services 1-800-453-0920 or 954-723- 4910 Or visit us online at http:/ You will receive ins

14、tructions on how to ship the Products, Accessories or Software, at your expense, to a Motorola Authorized Repair Center. To obtain service, you must include: (a) a copy of your receipt, or other proof of purchase; (b) a written description of the problem; (c) and, most importantly, your address and

15、telephone number. B-Trans-1 Reading B 摩托罗拉有限产品质量保证书摩托罗拉有限产品质量保证书 B-Trans-2 Reading B B-Task 1Reading B Decide whether the following statements are true (T) or false (F) according to the warranty. ( ) 1. Motorola, Inc. warrants its products and software, excluding its accessories. ( ) 2. The warranty

16、 on new products ends one year from the date of purchase by the first consumer purchaser. ( ) 3. You cannot get serviced if you fail to provide the receipt. ( ) 4. You need to ship the product to a Motorola repair center and they will pay all charges. ( ) 5. The warranty applies to products purchase

17、d by consumers all over the world. F T F F F B-Task 2 Fill in the flow chart to illustrate how to obtain a repair service from Motorola, Inc. and explain it to your partner. Call _; Or visit online at _ _ _ _. Provide _ _ _ or other proof of purchase; Describe _; Give _ _. Ship the product to _ _ .

18、Reading B Listening Task 1 Task 2 Task 3 Task 4 Task 5 Listening our work cannot be done without computers. Our work has been affected . W: Sorry, sir. We promise . M: What if we dont get it by then? Our manager your service. This is our first order, and things like this shouldnt have happened. W: I

19、 fully understand your position at this moment. . I do hope this incident wont affect our future business relations. M: Well, I hope so. should have reached you because of the delay youll get it next Monday isnt satisfied with This will never happen again Listening Refer to the sample on Page 106; T

20、o do a research and then analyze the data collected; In-class presentation. Language LabLanguage Lab Task 1 Task 2 Task 3 Task 4 Task 5 LL-Task 1Language Lab Match the words or phrases on the left with their meanings on the right. A. have an increase in B. in existence and ready to be used C. have e

21、arned something by good or bad actions or behavior D. strongly advise someone to do something E. take action or put into practice F. opinion given briefly in speech or writing about something or someone G. set up; start H. a general examination or study (of conditions, opinions, etc.), especially ca

22、rried out by asking people questions I. unusual, single and different from others J. whole; complete LL-Task 2 Language Lab Complete the sentences with the following words or phrases. Change the form if necessary. 1. After Tom passed his driving test, he _ an application for his drivers license. 2.

23、Mary and I have _ cooking, so we live on salads these days. 3. If I were you, Id _ before investing the money in that business. 4. He had read the novel himself, and made quite a few _ on it. 5. The committees suggestion will be _ _ once the president gives the permission. comment think twice implem

24、ent go off fill out LL-Task 3-1 Language Lab Rewrite the following sentences after the models. LL-Task 3-2Language Lab 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 we

25、re 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. LL-Task 4-1 Language Lab Choose the best answers

26、to complete the following passage. LL-Task 4-2 Language Lab LL-Task 5-1 Language Lab Translate the following into English using the given words or phrases. LL-Task 5-2Language Lab Thank you! Thank You! Conte nts Listening & Speaking 4 Warming-up 1 Reading A 2 Reading B 3Language Lab 7 Language Lab 7 Writing5 Mini-project 6 Text A-4 Reading A A-Trans-3 Reading A Last week I gained another five pounds. Reading A gain to increase in weight, speed, height or value in existence and ready to be used Reading A in