新职业英语职业综合英语Unit 7 Customer Service课件

Unit7职业综合英语1ENGLISHFORCAREERSUnit7CustomerService新职业英语ContentsListening&Speaking4Warming-up1ReadingA2ReadingB3LanguageLab7LanguageLab7Writing5Mini-project6Warm-1-1Task1Completethefollowingsurveyformaboutcampuscanteens.Warm-1-2Task2SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?ReadingAReadingATextTask1Task2BusinessKnow-howTextA-1IReallyWanttoKnow

FridaynightIwentoffmydiet.Idare

sayIdeservedagoodmealafterlosingthe

twentypoundsIgainedfromtoomanytripsto

Manhattanrestaurantslastyear.MywifeandI

wenttooneofourfavoriteHoustonrestaurants

tocelebratethesuccessfulconclusionofmy

diet.ReadingATextA-2

Thefood,asalways,waswonderful.The

servicewasevenbetterthanusual.Ireally

wouldhavegiventherestauranttopmarkson

everyitem—butIdidn't.Why?We'llseeina

moment.ReadingATextA-3

Itisadmirableforanorganizationtowant

tomeasurecustomersatisfaction.However,

todosocorrectly,theentiremeasurement

processmustbeproperlydesignedand

implementedfromstarttofinish.Proper

questionnairedesignisjustthefirststepinthe

process.Equallyasimportantisestablishinga

processofgatheringdatawhichwillobtaina

representativesampleofcustomers,andwhich

keepsbiastoaminimum.Thisiswheremany

organizationsfail.Thisiswherethisparticular

restaurantfailed.ReadingATextA-4

Afterwehadfinishedourcoffee,thewaiter

broughtoverthecheck.Withthecheckwasa

briefcustomersatisfactionsurvey.Onesideof

thequestionnairecontainedanotefromthe

owner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.ReadingATextA-5

AsmuchasIenjoyedtheservice,Iwasnotabout

todepositaquestionnairethatsomebodyelsehad

completedintoaballotbox.However,manypeople

wouldreturnsuchaquestionnairewithoutthinking

twice.ReadingATextA-6

Theowneroftherestaurantisonlyfooling

himselfbykeepingthecurrentcustomer

satisfaction

measurementprograminplace.If

he“reallywantstoknow”,hewouldbebetter

offaskingsomeonetohandoutpostage-paid

questionnairestopeopleastheylefttherestaurant.ReadingATextA-7

Ifyouhaveacustomersatisfaction

measurement

programinplace,orifyouarethinkingof

implementing

one,weurgeyoutogiveasmuchattentiontothe

distributionandcollectionprocessasyoudotothe

questionnairedesign.ReadingAA-Trans-1ReadingA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。ReadingAA-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。ReadingAA-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。ReadingAA-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。ReadingAA-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。ReadingAA-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。ReadingAtostopReadingAgooffe.g.

Hewentoffdrivingaftertheaccident.e.g.

You’vebeenworkingallthemorning—Ithinkyoudeservearest.ReadingAdeservev.tohaveearnedsomethingbygoodorbadactionsorbehaviore.g.

LastweekIgainedanotherfivepounds.ReadingAgainv.toincreaseinweight,speed,heightor

valuee.g.

Thisessayisadmirableinallrespects.ReadingAadmirablea.

havingmanygoodqualitiesthatpeoplerespectandadmiree.g.Educationshouldn’tbemeasuredonlyby

examinationresults.ReadingAmeasurev.

tojudgetheimportanceorvalueof

somethinge.g.

Itwastheworstdayinmyentirelife.ReadingAentirea.whole;completee.g.

Wehavedecidedtoimplementthepresident’s

suggestioninfull.ReadingAimplementv.totakeactionorputintopracticee.g.

1.Mygrandfatherestablishedthefamilybusiness

in1938.2.Therelationshipsbetweenthetwocompanies

wereestablishedtwoyearsago.ReadingAestablishv.tostart;tosetupv.togetsomethingespeciallybymeansofeffortReadingAobtaine.g.

Wewishtoobtainfirst-handinformation.e.g.

Theyhaveconductedaresearchinthisparticular

field.ReadingAparticulara.

unusual,singleanddifferentfromothersn.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsReadingAsurveye.g.

Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputer

games.n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneReadingAcommente.g.

Doyouhaveanycommentstomakeuponmy

story?tocomplete(aform)byansweringthequestionsinthespacesprovidedReadingAfilloute.g.

Couldyoufilloutthisapplicationformquickly?v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafeReadingAdeposite.g.

1.Shedepositedhercaseinthecorner.2.Youareadvisedtodeposityourvaluablesin

thehotelsafe.tothinkverycarefullyaboutsomethingReadingAthinktwicee.g.

Theteacheradvisedhimtothinktwicebefore

decidingtoquitschool.inexistenceandreadytobeusedReadingAinplacee.g.

Thenewregulationsarenowinplace.togivesomethingtoeachmemberofagroupReadingAhandoute.g.

Couldyoustarthandingthesebooksout,please?v.tostronglyadvisesomeonetodosomethingReadingAurgee.g.

Brownurgedhertoreconsiderhisdecision.n.theactofsharingthingsamongalargegroupofpeopleinaplannedwayReadingAdistributione.g.Thedistributionofthefoodsuppliesinthe

earthquakeareabegantwodaysago.A-Task1-1Task1

Answerthefollowingquestions

accordingtothepassage.Wheredoesthewritermostprobablylive?2.Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?3.Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?Houston.Becausetheywantedtocelebratethe

successfulconclusionofhisdiet.Becauseithelpstoobtainarepresentative

sampleof

customersandkeepbiastoa

minimum.ReadingAA-Task1-24.Whatdidtheowner’snoteinthequestionnairebeginwith?5.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?Itbeganwiththewords“Ireallywantto

know”.Itshouldpaymuchattentiontothe

distributionandcollectionprocess.ReadingAA-Task2Task2

Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.ReadingA()1.Thewriterwasnotsatisfiedwiththemealoftherestaurant.()2.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.()3.Theowneroftherestaurantdidn’treallywanttomeasurecustomersatisfaction.()4.Thewriterhadn’tintendedtofillintheblankquestionnaire.()

5.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.FTTFTBusinessKnow-howConductingaSurvey●

Establishthegoalsoftheproject—whattolearn;●Determinewhatpeoplearetargetedand

howmanyaretobeinterviewed;●Choosehowtointerview(facetoface,

telephone,etc.);●

Designthequestionnaire;●

Pretestthequestionnaire,ifpractical;●

Conductinterviewsandcollectdata;●

Analyzethedata—producethefindings.

ReadingBReadingBTextTask1Task2TextB-1MotorolaLimitedWarrantyReadingBThislimitedwarrantyappliesasfollowstonewProducts,AccessoriesandSoftwarepurchasedbyconsumersintheUnitedStatesorCanada.COVERAGELENGTHOFCOVERAGEProductsOne(1)yearfromthedateofpurchasebythefirstconsumerpurchaser.AccessoriesOne(1)yearfromthedateofpurchasebythefirstconsumerpurchaser.Software*Ninety(90)daysfromthedateofpurchase.*AppliesonlytodefectsintheCD-ROMsthatcontainthesoftware.TextB-2ReadingBToobtainserviceorinformation,pleasecall:MotorolaCustomerServices1-800-453-0920or954-723-4910Orvisitusonlineathttp://.YouwillreceiveinstructionsonhowtoshiptheProducts,AccessoriesorSoftware,atyourexpense,toaMotorolaAuthorizedRepairCenter.Toobtainservice,youmustinclude:(a)acopyofyourreceipt,orotherproofofpurchase;(b)awrittendescriptionoftheproblem;(c)and,mostimportantly,youraddressandtelephonenumber.B-Trans-1ReadingB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-2ReadingB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-Task1ReadingBTask1

Decidewhetherthefollowing

statementsare

true(T)or

false(F)

accordingtothe

warranty.(

)1.Motorola,Inc.warrantsitsproductsandsoftware, excludingitsaccessories.()2.Thewarrantyonnewproductsendsoneyearfromthe dateofpurchasebythefirstconsumerpurchaser.()3.Youcannotgetservicedifyoufailtoprovidethereceipt.()4.YouneedtoshiptheproducttoaMotorolarepaircenter andtheywillpayallcharges.()5.Thewarrantyappliestoproductspurchasedby consumersallovertheworld.FTFFFB-Task2Task2

Fillintheflowcharttoillustratehowto

obtainarepair

servicefromMotorola,Inc.

andexplainittoyourpartner.Call_________________________________;Orvisitonlineat__________________.Provide______orotherproofofpurchase;Describe___________;Give_____________________.Shiptheproductto____1-800-453-0920or954-723-4910http://acopyofyourreceipttheproblemaMotorolaAuthorizedyouraddressandtelephonenumberRepairCenter

.ReadingBListeningTask1Task2Task3Task4Task5Listening&SpeakingL-Task1Task1EllaBlackistalkingaboutthedelayofanorderwithThomasCook.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.shouldhavereachedyoubecauseofthedelay

you’llgetitnext

Mondayisn’tsatisfiedwithThiswillneverhappenagainListening&SpeakingL-Task2Task2

LisaisMr.Haywood’ssecretary.SheistalkingwithRobertRowley,abusinesspartnerofthecompany.Listentotheconversationandchoosethebestanswertoeachquestionyouhear.Script1.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&SpeakingL-2-ScriptTask2

Script

Listening&SpeakingL-Task3Listening&SpeakingScript1.Thewomanboughtaboxofprintingpaperlastweek.TrueFalse2.OntheboxoftheprintingpaperitsaysB5.TrueFalse3.Thewomandemandedarefundof20.35pounds.TrueFalse4.Theassistantwouldcalltheirotherbranchtoseeiftheyhaveany.TrueFalse√√√√yesterday12.35poundsTask3

Acustomeriscomplainingtoashopassistantaboutaboxofprintingpapershebought.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritekeywordstosupportyouranswers.L-3-ScriptTask3

Script

Listening&SpeakingL-Task4Listening&SpeakingTask4

Sophiaisreceivingaphonecallfromacustomer.CompletetheCustomerServiceHelpFormwithwhatyouhear.Script

CustomerServiceHelpFormNameofcustomerEddieEdwards__________Address28TwyfordAvenue______PhoneNo.1.()_Product 2.aSONY()ProblemItwon’trecord.______Whenpurchased 3.()Lengthofguarantee 4.()years_Customerhasreceipt? Yes□/No□__________Customerhasguaranteecertificate?5.Yes□/No□__________077008865378DVDplayeroneweekagothree√√L-4-ScriptTask4

Script

Listening&Speaking

Tobettercommunicatewithacomplainingcustomer,usethefollowingstepstohelpyouhandleandsolvetheproblem.Firstly,__________________.Writedownanynames,dates,andmajorpointsofthecomplaint.Secondly,thinktwicebefore______________.Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced,butthinkbeforeyougiveanypromise—becausenothingannoyscustomersmorethanabrokenpromise.L-Task5-1Listening&SpeakingTask5

Listentothepassagetwiceandfillintheblankswithwhatyouhear.

listenandtakenotesmaking

promisesL-Task5-2Listening&Speaking

Thirdly,checkthefacts.Makesurethecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself.Thelaststepistooffersolutions.Whenthecustomercomplains,youshouldalwaysofferhimasolutiontotheproblem.Ifyoucannotdirectlyfixtheproblem,offerhimsomethingelsetotryandkeephimsatisfied.Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone,suchas,to,refundthemoney,offerarepair,offeradiscountonthenextpurchase,and theinconveniencecaused.theinformationoffera

replacementapologizeforWritingWritingTask1Task2DearMr.Benson,ofMarch12.thecomputeryouboughtfromusarrivedinsuchpoorcondition.Itmighthavebeendamagedduringshipment.anewcomputerassoonaspossible.Toensureitreachesyousafely,itwillbedouble-packedthistime.fortheinconvenienceithascaused.Yourssincerely,EmilyWatsonEmilyWatsonCustomerServiceManagerW-Task1WritingTask1

Completethefollowingletterofadjustmentwiththegivenexpressions.Wewillsendyou PleaseacceptourapologyThankyouforyourletter WearesosorrythatThankyouforyourletterWearesosorrythatWewillsendyouPleaseacceptourapologyDearMr.Walters,ThankyouforyourletterofNovember15.Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly.Itmighthavebeenanerrorduringshipment.Wewillmakeuptheshortfallassoonaspossible,andpromisethatsuchthingswillneverhappenagain.Pleaseacceptourapologyfortheinconvenienceithascaused.Yourssincerely,WangYiWangYiCustomerServiceManagerW-Task2WritingTask2

Supposeyouarethecustomerservicemanagerofyour company.Writealetterofadjustmenttotheletterofcomplaint inTask1onPage90.SampleMiniWorkingroups.Eachgroupaskstenstudentstofillinthequestionnairebelow

abouttheiruseofmobilephonesandthendraftasummaryofthe

surveyresults.Mini-project●Workingroups;●RefertothesampleonPage106;●

Todoaresearchandthenanalyzethedata

collected;●

In-classpresentation.

LanguageLabLanguageLabTask1Task2Task3Task4Task5LL-Task1LanguageLabTask1

Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.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()7.comment()8.implement()9.establish()10.inplaceCJHAIDFEGBLL-Task2LanguageLabTask2

Completethesentenceswiththefollowingwordsorphrases.Changetheformifnecessary.AfterTompassedhisdrivingtest,he________anapplicationforhisdriver’slicense.2.MaryandIhave__________cooking,soweliveonsaladsthesedays.3.IfIwereyou,I’d__________beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew__________onit.5.Thecommittee’ssuggestionwillbe_________oncethepresidentgivesthepermission.filledoutgoneoffthinktwicecommentsimplementedcommentthinktwiceimplementgoofffilloutLL-Task3-1LanguageLabTask3

Rewritethefollowingsentencesafterthemodels.

Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.

Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.1.Iwilltranslatethisarticle.Thatwillbedifficult.Itwillbedifficultformetotranslatethisarticle.2.Thepolicemanhasexplainedtohimwhathadhappened.Thatisnecessary.

Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwon’tbepossible.Itwon’tbepossibleforthelostchildrentofindtheirwayhome.LL-Task3-2LanguageLabModel2:

Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow”.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.

Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruiningour

holiday.2.Theycameintotheoffice.Theyweresingingandlaughing.

Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.

Thesecretaryworkedlateintothenight,preparingalong

speechforthemanager.LL-Task4-1LanguageLabTask4

Choosethebestanswerstocompletethefollowing

passage.

Whowasitthatsaid—“Thecustomerisalwaysright”?Maybethecustomerisn’talwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyandmakeitobviousthatwe’relistening.*Wegivetheimpressionthatwecareandare3inthecustomers.*Weunderstandproblemsandcomplaintsand4q