新职业英语职业综合英语1Unit7教案

职业综合英语1Unit7CustomerService新职业英语郑州城市学院张洁1/74Mini-ProjectWritingListening＆SpeakingLanguageLabWarming-upReadingBReadingAUnit7CustomerService2/74tasksTask1:Completethefollowingsurveyformaboutcampuscanteens.Task2

Unit7CustomerServiceWarming-up3/74Unit7CustomerServiceWarming-up4/74SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?5/74ReadingATextTask1Task2BusinessKnow-howReadingA6/74Para3Para4Para5Para6Para2Para1Para7ReadingAUnit7CustomerService7/74IReallyWanttoKnow

FridaynightIwentoffmydiet.Idare

sayIdeservedagoodmealafterlosingthe

twentypoundsIgainedfromtoomanytripsto

Manhattanrestaurantslastyear.MywifeandI

wenttooneofourfavoriteHoustonrestaurants

tocelebratethesuccessfulconclusionofmy

diet.ReadingAUnit7CustomerService8/74我真很想知道

周五晚上我结束了节食。把去年因常去曼哈顿餐馆吃饭而增加20磅减掉之后，我敢说我该理直气壮地美餐一顿了。为了庆贺节食成功，我和太太去了休斯顿一家我们最喜欢餐馆。ReadingAUnit7CustomerService9/74

Thefood,asalways,waswonderful.The

servicewasevenbetterthanusual.Ireally

wouldhavegiventherestauranttopmarkson

everyitem—butIdidn't.Why?We'llseeina

moment.ReadingAUnit7CustomerService10/74A-Trans-2

饭菜与往常一样,味道好极了,服务比日常还要好。我真想给这家餐馆每个项目都打最高分，但我没有.为何？一会儿我们就知道了。ReadingAUnit7CustomerService11/74

Itisadmirableforanorganizationtowant

tomeasurecustomersatisfaction.However,

todosocorrectly,theentiremeasurement

processmustbeproperlydesignedand

implementedfromstarttofinish.Proper

questionnairedesignisjustthefirststepinthe

process.Equallyasimportantisestablishinga

processofgatheringdatawhichwillobtaina

representativesampleofcustomers,andwhich

keepsbiastoaminimum.Thisiswheremany

organizationsfail.Thisiswherethisparticular

restaurantfailed.ReadingAUnit7CustomerService12/74A-Trans-3

一家企业想度量一下用户满意度是件好事。不过，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第一步。为了能够从用户那里取得代表性数据样本，并将偏见降到最低，建立数据搜集程序也一样主要。许多企业却未能做到这一点，而这也正是这家餐馆失败之处。ReadingAUnit7CustomerService13/74

Afterwehadfinishedourcoffee,thewaiter

broughtoverthecheck.Withthecheckwasa

briefcustomersatisfactionsurvey.Onesideof

thequestionnairecontainedanotefromthe

owner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.ReadingAUnit7CustomerService14/74A-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，还有一份简明用户满意度调查问卷。问卷一面是餐馆老板一份说明，开头写着“我真很想知道”；另一面是一些标准测量项目，以及用户填写意见空白处。有一点不一样是，这份调查问卷已经由侍者填完了。在“很好”、“好”和“有待提升”三个级别上，侍者已经在全部“很好”方框内划了一条线。ReadingAUnit7CustomerService15/74

AsmuchasIenjoyedtheservice,Iwasnotabout

todepositaquestionnairethatsomebodyelsehad

completedintoaballotbox.However,manypeople

wouldreturnsuchaquestionnairewithoutthinking

twice.ReadingAUnit7CustomerService16/74

尽管我很满意这家餐馆服务，我也不打算把一份已由他人完成了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。ReadingAUnit7CustomerService17/74

Theowneroftherestaurantisonlyfooling

himselfbykeepingthecurrentcustomer

satisfaction

measurementprograminplace.If

he“reallywantstoknow”,hewouldbebetter

offaskingsomeonetohandoutpostage-paid

questionnairestopeopleastheylefttherestaurant.ReadingAUnit7CustomerService18/74A-Trans-6

如此进行用户满意度调查，这家餐馆老板只是在愚弄自己罢了。假如他“真很想知道”，在用户离开时，让人给他们分发一些邮资已付调查问卷，会对他更有好处。ReadingAUnit7CustomerService19/74

Ifyouhaveacustomersatisfaction

measurement

programinplace,orifyouarethinkingof

implementing

one,weurgeyoutogiveasmuchattentiontothe

distributionandcollectionprocessasyoudotothe

questionnairedesign.ReadingAUnit7CustomerService20/74

假如你正在进行或者正打算进行用户满意度调查，我们强烈提议你除了重视问卷设计外，也要尤其注意问卷发放和回收过程。ReadingAUnit7CustomerService21/74tostopgooffe.g.

Hewentoffdrivingaftertheaccident.ReadingAUnit7CustomerService22/74e.g.

You’vebeenworkingallthemorning—Ithinkyoudeservearest.deservev.tohaveearnedsomethingbygoodorbadactionsorbehaviorUnit7CustomerService23/74e.g.

LastweekIgainedanotherfivepounds.gainv.toincreaseinweight,speed,heightor

valueUnit7CustomerServiceReadingA24/74e.g.

Thisessayisadmirableinallrespects.admirablea.

havingmanygoodqualitiesthatpeoplerespectandadmireUnit7CustomerServiceReadingA25/74e.g.Educationshouldn’tbemeasureonlyby

examinationresults.measurev.

tojudgetheimportanceorvalueof

somethingUnit7CustomerServiceReadingA26/74e.g.

Itwastheworstdayinmyentirelife.entirea.whole;completeUnit7CustomerServiceReadingA27/74e.g.

Wehavedecidedtoimplementthepresident’ssuggestioninfull.implementv.totakeactionorputintopracticeUnit7CustomerServiceReadingA28/74e.g.

1.Mygrandfatherestablishedthefamilybusinessin1938.2.Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsago.establishv.tostart;tosetupUnit7CustomerServiceReadingA29/74v.togetsomethingespeciallybymeansofeffortobtaine.g.

Wewishtoobtainfirst-handinformation.Unit7CustomerServiceReadingA30/74e.g.

Theyhaveconductedaresearchinthisparticularfield.particulara.

unusual,singleanddifferentfromothersUnit7CustomerServiceReadingA31/74n.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionssurveye.g.

Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames.Unit7CustomerServiceReadingA32/74n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneReadingAcommente.g.

Doyouhaveanycommentstomakeuponmy

story?Unit7CustomerServiceReadingA33/74tocomplete(aform)byansweringthequestionsinthespacesprovidedfilloute.g.

Couldyoufilloutthisapplicationformquickly?Unit7CustomerServiceReadingA34/74v.

toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafedeposite.g.

1.Shedepositedhercaseinthecorner.2.Youareadvisedtodeposityourvaluablesinthehotelsafe.Unit7CustomerServiceReadingA35/74tothinkverycarefullyaboutsomethingthinktwicee.g.

Theteacheradvisedhimtothinktwice

Beforedecidingtoquitschool.ReadingA36/74inexistenceandreadytobeusedinplacee.g.

Thenewregulationsarenowinplace.Unit7CustomerServiceReadingA37/74togivesomethingtoeachmemberofagrouphandoute.g.

Couldyoustarthandingthesebooksout,please?Unit7CustomerServiceReadingA38/74v.tostronglyadvisesomeonetodosomethingurgee.g.

Brownurgedhertoreconsiderhisdecision.Unit7CustomerServiceReadingA39/74n.theactofsharingthingsamongalargegroupofpeopleinaplannedwaydistributione.g.Thedistributionofthefoodsuppliesinthe

earthquakeareabegantwodaysago.Unit7CustomerServiceReadingA40/74123Task1

Answerthefollowingquestions

accordingtothepassage.Wheredoesthewritermostprobablylive?Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?Houston.Becausetheywantedtocelebratethe

successfulconclusionofhisdiet.Becauseithelpstoobtainarepresentative

sampleof

customersandkeepbiastoaminimum.41/7445Whatdidtheowner’snoteinthequestionnairebeginwith?Itbeganwiththewords“Ireallywantto

know”.Itshouldpaymuchattentiontothe

distributionandcollectionprocess.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?Unit7CustomerServiceReadingA42/74

Task2

Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.

Thewriterwasnotsatisfiedwiththemealoftherestaurant.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.Theowneroftherestaurantdidn’treallywanttomeasurecustomersatisfaction.Thewriterhadn’tintendedtofillintheblankquestionnaire.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.FTTFT1.2.3.4.5.ReadingA43/74ConductingaSurvey

Establishthegoalsoftheproject—whattolearn;Determinewhatpeoplearetargetedandhowmanyaretobeinterviewed;Choosehowtointerview(facetoface,telephone,etc.);Designthequestionnaire;Pretestthequestionnaire,ifpractical;Conductinterviewsandcollectdata;Analyzethedata—producethefindings.Unit7CustomerServiceBusinessKnow-how44/74ReadingBTextTask1Task2Unit7CustomerServiceReadingB45/74MotorolaLimitedWarrantyThislimitedwarrantyappliesasfollowstonewProducts,AccessoriesandSoftwarepurchasedbyconsumersintheUnitedStatesorCanada.COVERAGELENGTHOFCOVERAGEProductsOne(1)yearfromthedateofpurchasebythefirstconsumerpurchaser.AccessoriesOne(1)yearfromthedateofpurchasebythefirstconsumerpurchaser.Software*Ninety(90)daysfromthedateofpurchase.*AppliesonlytodefectsintheCD-ROMsthatcontainthesoftware.Unit7CustomerServiceReadingB46/74Toobtainserviceorinformation,pleasecall:MotorolaCustomerServices1-800-453-0920or954-723-4910Orvisitusonlineat/iden/support.YouwillreceiveinstructionsonhowtoshiptheProducts,AccessoriesorSoftware,atyourexpense,toaMotorolaAuthorizedRepairCenter.Toobtainservice,youmustinclude:(a)acopyofyourreceipt,orotherproofofpurchase;(b)awrittendescriptionoftheproblem;(c)and,mostimportantly,youraddressandtelephonenumber.Unit7CustomerServiceReadingB47/74摩托罗拉有限产品质量确保书

本有限产品质量确保书适合用于消费者在美国或加拿大购置以下新产品、附件和软件。*只适合用于含有该软件CD-ROM上缺点。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或访问我们网站： /iden/support您将取得怎样将您产品、附件或软件寄送给摩托罗拉授权维修点指示。寄送费用自理。为了取得售后服务，您必须随件附上：(a)收据复印件或其它购货凭证；(b)产品问题书面描述；(c)您地址和电话号码——这是最主要。ReadingBUnit7CustomerService48/74Task1

Decidewhetherthefollowing

statementsare

true(T)or

false(F)

accordingtothewarranty.1.Motorola,Inc.warrantsitsproductsandsoftware,excludingitsaccessories.Thewarrantyonnewproductsendsoneyearfromthedateofpurchasebythefirstconsumerpurchaser.3.Youcannotgetservicedifyoufailtoprovidethereceipt.YouneedtoshiptheproducttoaMotorolarepaircenterandtheywillpayallcharges.

5.Thewarrantyappliestoproductspurchasedbyconsumersallovertheworld.

FTFFFReadingB49/74Task2Fillintheflowcharttoillustratehowto

obtainarepairservicefromMotorola,Inc.

andexplainittoyourpartner.Call_________________________________;Orvisitonlineat__________________.Provide______orotherproofofpurchase;Describe___________;Give_____________________.Shiptheproductto____1-800-453-0920or954-723-4910/iden/supportacopyofyourreceiptthe

problemaMotorolaAuthorizedyouraddressandtelephonenumberRepairCenter

.ReadingB50/74Listening＆SpeakingTask1Task2Task3Task4Task5Unit7CustomerServiceListening&Speaking51/74Task1EllaBlackistalkingaboutthedelayofanorderwithThomasCook.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&Speaking52/74Task2

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.BBAListening&Speaking53/74Task2

Script

Unit7CustomerService54/74Script1.Thewomanboughtaboxofprintingpaperlastweek.TrueFalse2.OntheboxoftheprintingpaperitsaysB5.TrueFalse3.Thewomandemandedarefundof20.35pounds.TrueFalse4.Theassistantwouldcalltheirotherbranchtoseeiftheyhaveany.TrueFalseyesterday12.35poundsTask3

Acustomeriscomplainingtoashopassistantaboutaboxofprintingpapershebought.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritekeywordstosupportyouranswers.√√√√Listening&Speaking55/74Task3

Script

Unit7CustomerService56/74Task4Sophiaisreceivingaphonecallfromacustomer.CompletetheCustomerServiceHelpFormwithwhatyouhear.Script

CustomerServiceHelpForm

NameofcustomerEddieEdwards__________Address28TwyfordAvenue______PhoneNo.1.()_Product 2.aSONY()ProblemItwon’trecord.______Whenpurchased 3.()Lengthofguarantee 4.()years_Customerhasreceipt? Yes□/No□__________Customerhasguaranteecertificate?5.Yes□/No□__________077008865378DVDplayeroneweekagothree√√Listening&Speaking57/74Task4

Script

Listening&Speaking58/74Tobettercommunicatewithacomplainingcustomer,usethefollowingstepstohelpyouhandleandsolvetheproblem.Firstly,__________________.Writedownanynames,dates,andmajorpointsofthecomplaint.Secondly,thinktwicebefore______________.Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced,butthinkbeforeyougiveanypromise—becausenothingannoyscustomersmorethanabrokenpromise.Task5Listentothepassagetwiceandfillintheblankswithwhatyouhear.

listenandtakenotesmaking

promisesListening&Speaking59/74Thirdly,checkthefacts.Makesurethecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself.Thelaststepistooffersolutions.Whenthecustomercomplains,youshouldalwaysofferhimasolutiontotheproblem.Ifyoucannotdirectlyfixtheproblem,offerhimsomethingelsetotryandkeephimsatisfied.Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone,suchas,to,refundthemoney,offerarepair,offeradiscountonthenextpurchase,and theinconveniencecaused.theinformationoffera

replacementapologizeforListening&Speaking60/74WritingTask1Task2Unit7CustomerService61/74DearMr.Benson,ofMarch12.thecomputeryouboughtfromusarrivedinsuchpoorcondition.Itmighthavebeendamagedduringshipment.anewcomputerassoonaspossible.Toensureitreachesyousafely,itwillbedouble-packedthistime.fortheinconvenienceithascaused.Yourssincerely,EmilyWatsonEmilyWatsonCustomerServiceManagerTask1Completethefollowingletterofadjustmentwiththegivenexpressions.

ThankyouforyourletterWearesosorrythatWewillsendyouPleaseacceptourapologyWewillsendyouPleaseacceptourapologyThankyouforyourletterWearesosorrythat62/74DearMr.Walters,ThankyouforyourletterofNovember15.Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly.Itmighthavebeenanerrorduringshipment.Wewillmakeuptheshortfallassoonaspossible,andpromisethatsuchthingswillneverhappenagain.Pleaseacceptourapologyfortheinconvenienceithascaused.Yourssincerely,WangYiWangYiCustomerServiceManagerW-Task2Task2

Supposeyouarethecustomerservicemanagerofyourcompany.WritealetterofadjustmenttotheletterofcomplaintinTask1onPage90.Sample63/74Workingroups.Eachgroupaskstenstudentstofillinthequestionnairebelow

abouttheiruseofmobilephonesandthendraftasummaryofthe

surveyresults.Workingroups;

RefertothesampleonPage106;

Todoaresearchandthenanalyzethedatacollected;

In-classpresentation.

Mini-projectUnit7CustomerService64/74LanguageLabTask1Task2Task3Task4Task5LanguageLabUnit7CustomerService65/74Task1Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.

A.haveanincreaseinB.inexistenceandreadytobeusedC.haveearnedsomethingbygoodorbadactionsorbehaviorD.stronglyadvisesomeonetodosomethingE.takeactionorputintopracticeF.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG.setup;startH.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsI.unusual,singleanddifferentfromothersJ.whole;complete1.deserve2.entire3.survey4.gain5.particular6.urge7.comment8.implement9.establish10.inplaceCJHAIDFEGB66/74Task2Completethesentenceswiththefollowingwordsorphrases.Changetheformifnecessary.AfterTompassedhisdrivingtest,he________anapplicationforhisdriver’slicense.2.MaryandIhave__________cooking,soweliveonsaladsthesedays.3.IfIwereyou,I’d_____________beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew_____________onit.5.Thecommittee’ssuggestionwillbe

oncethepresidentgivesthepermission.filledoutgoneoffthinktwicecommentsimplementedcommentthinktwiceimplementgooff

fillout67/74Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.

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

Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwon’tbepossible.Itwon’tbepossibleforthelostchildrentofindtheirwayhome.Task3Rewritethefollowingsentencesafterthemodels.

68/74Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow”.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.

Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruiningourholiday.2.Theycameintotheoffice.Theyweresingingandlaughing.

Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.

Thesecretaryworkedlateintothenight,preparingalongspeechforthemanager.Model2:69/74Task4Choosethebestanswerstocompletethefollowingpassage.

Whowasitthatsaid—“Thecustomerisalwaysright”?Maybethecustomerisn’talwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyan