新职业综合英语1-Unit 7VIP

1、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,Readi

2、ngA,Text,Task1,Task2,BusinessKnow-how,TextA-1,IReallyWanttoKnowFridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.,ReadingA,Te

3、xtA-2,Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.IreallywouldhavegiventherestauranttopmarksoneveryitembutIdidnt.Why?Wellseeinamoment.,ReadingA,TextA-3,Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproper

4、lydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfai

5、led.,ReadingA,TextA-4,Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcom

6、ments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.,ReadingA,TextA-5,AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyels

7、ehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.,ReadingA,TextA-6,Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace.Ifhe“reallywantstoknow”,hewouldbebetteroffaskingsomeonetohandoutpostage-paidqu

8、estionnairestopeopleastheylefttherestaurant.,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。

9、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

10、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

11、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.toha

12、veearnedsomethingbygoodorbadactionsorbehavior,e.g.LastweekIgainedanotherfivepounds.,ReadingA,gain,v.toincreaseinweight,speed,heightorvalue,e.g.Thisessayisadmirableinallrespects.,ReadingA,admirable,a.havingmanygoodqualitiesthatpeoplerespectandadmire,e.g.Educationshouldntbemeasuredonlybyexaminationres

13、ults.,ReadingA,measure,v.tojudgetheimportanceorvalueofsomething,e.g.Itwastheworstdayinmyentirelife.,ReadingA,entire,a.whole;complete,e.g.Wehavedecidedtoimplementthepresidentssuggestioninfull.,ReadingA,implement,v.totakeactionorputintopractice,e.g.1.Mygrandfatherestablishedthefamilybusinessin1938.2.T

14、herelationshipsbetweenthetwocompanieswereestablishedtwoyearsago.,ReadingA,establish,v.tostart;tosetup,v.togetsomethingespeciallybymeansofeffort,ReadingA,obtain,e.g.Wewishtoobtainfirst-handinformation.,e.g.Theyhaveconductedaresearchinthisparticularfield.,ReadingA,particular,a.unusual,singleanddiffere

15、ntfromothers,n.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestions,ReadingA,survey,e.g.Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames.,n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeone,ReadingA,comment,e.g.Doyouha

16、veanycommentstomakeuponmystory?,tocomplete(aform)byansweringthequestionsinthespacesprovided,ReadingA,fillout,e.g.Couldyoufilloutthisapplicationformquickly?,v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafe,ReadingA,deposit,e.g.1.Shedepositedher

17、caseinthecorner.2.Youareadvisedtodeposityourvaluablesinthehotelsafe.,tothinkverycarefullyaboutsomething,ReadingA,thinktwice,e.g.Theteacheradvisedhimtothinktwicebeforedecidingtoquitschool.,inexistenceandreadytobeused,ReadingA,inplace,e.g.Thenewregulationsarenowinplace.,togivesomethingtoeachmemberofag

18、roup,ReadingA,handout,e.g.Couldyoustarthandingthesebooksout,please?,v.tostronglyadvisesomeonetodosomething,ReadingA,urge,e.g.Brownurgedhertoreconsiderhisdecision.,n.theactofsharingthingsamongalargegroupofpeopleinaplannedway,ReadingA,distribution,e.g.Thedistributionofthefoodsuppliesintheearthquakeare

19、abegantwodaysago.,A-Task1-1,Task1Answerthefollowingquestionsaccordingtothepassage.,Wheredoesthewritermostprobablylive?2.Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?3.Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?,Houston.,Becausetheywantedtocelebratethesucc

20、essfulconclusionofhisdiet.,Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum.,ReadingA,A-Task1-2,4.Whatdidtheownersnoteinthequestionnairebeginwith?5.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?,Itbeganwiththewords“Ireallywantt

21、oknow”.,Itshouldpaymuchattentiontothedistributionandcollectionprocess.,ReadingA,A-Task2,Task2Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.,ReadingA,()1.Thewriterwasnotsatisfiedwiththemealoftherestaurant.()2.Establishingaprocessofgatheringdataisasimportantasproperquest

22、ionnairedesignforcustomersatisfactionmeasurement.()3.Theowneroftherestaurantdidntreallywanttomeasurecustomersatisfaction.()4.Thewriterhadntintendedtofillintheblankquestionnaire.()5.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.,F,T,T,F,T,BusinessKnow-how,Cond

23、uctingaSurvey,Establishthegoalsoftheprojectwhattolearn;Determinewhatpeoplearetargetedandhowmanyaretobeinterviewed;Choosehowtointerview(facetoface,telephone,etc.);Designthequestionnaire;Pretestthequestionnaire,ifpractical;Conductinterviewsandcollectdata;Analyzethedataproducethefindings.,ReadingB,Read

24、ingB,Text,Task1,Task2,TextB-1,MotorolaLimitedWarranty,ReadingB,ThislimitedwarrantyappliesasfollowstonewProducts,AccessoriesandSoftwarepurchasedbyconsumersintheUnitedStatesorCanada.,*AppliesonlytodefectsintheCD-ROMsthatcontainthesoftware.,TextB-2,ReadingB,Toobtainserviceorinformation,pleasecall:Motor

25、olaCustomerServices1-800-453-0920or954-723-4910Orvisitusonlineat,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,Task1Decidewhetherthefollowingstatementsaretru

26、e(T)orfalse(F)accordingtothewarranty.,()1.Motorola,Inc.warrantsitsproductsandsoftware,excludingitsaccessories.()2.Thewarrantyonnewproductsendsoneyearfromthedateofpurchasebythefirstconsumerpurchaser.()3.Youcannotgetservicedifyoufailtoprovidethereceipt.()4.YouneedtoshiptheproducttoaMotorolarepaircente

27、randtheywillpayallcharges.()5.Thewarrantyappliestoproductspurchasedbyconsumersallovertheworld.,F,T,F,F,F,B-Task2,Task2FillintheflowcharttoillustratehowtoobtainarepairservicefromMotorola,Inc.andexplainittoyourpartner.,Call_;Orvisitonlineat_.,Provide_orotherproofofpurchase;Describe_;Give_.,Shiptheprod

28、uctto_,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?Ourma

29、nageryourservice.Thisisourfirstorder,andthingslikethisshouldnthavehappened.W:Ifullyunderstandyourpositionatthismoment.Idohopethisincidentwontaffectourfuturebusinessrelations.M:Well,Ihopeso.,shouldhavereachedyou,becauseofthedelay,youllgetitnextMonday,isntsatisfiedwith,Thiswill,neverhappenagain,Listen

30、ingRefertothesampleonPage106;Todoaresearchandthenanalyzethedatacollected;In-classpresentation.,LanguageLab,LanguageLab,Task1,Task2,Task3,Task4,Task5,LL-Task1,LanguageLab,Task1Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.,A.haveanincreaseinB.inexistenceandreadytobeusedC.haveearnedsometh

31、ingbygoodorbadactionsorbehaviorD.stronglyadvisesomeonetodosomethingE.takeactionorputintopracticeF.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG.setup;startH.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsI.unusual,singleanddifferentfr

32、omothersJ.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_anapplicationf

33、orhisdriverslicense.2.MaryandIhave_cooking,soweliveonsaladsthesedays.3.IfIwereyou,Id_beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew_onit.5.Thecommitteessuggestionwillbe_oncethepresidentgivesthepermission.,filledout,goneoff,thinktwice,comments,implemented,commentthi

34、nktwiceimplementgoofffillout,LL-Task3-1,LanguageLab,Task3Rewritethefollowingsentencesafterthemodels.,Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.1.Iwilltranslatethisarticle.Thatwillbedifficult.Itwillbediffi

35、cultformetotranslatethisarticle.2.Thepolicemanhasexplainedtohimwhathadhappened.Thatisnecessary.Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwontbepossible.Itwontbepossibleforthelostchildrentofindtheirwayhome.,LL-Task3-2,LanguageLab,Model2:

36、Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow”.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruinin

37、gourholiday.2.Theycameintotheoffice.Theyweresingingandlaughing.Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.Thesecretaryworkedlateintothenight,preparingalongspeechforthemanager.,LL-Task4-1,LanguageLab,Task4Choosethebestanswerst

38、ocompletethefollowingpassage.,Whowasitthatsaid“Thecustomerisalwaysright”?Maybethecustomerisntalwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyandmakeito

39、bviousthatwerelistening.*Wegivetheimpressionthatwecareandare3inthecustomers.*Weunderstandproblemsandcomplaintsand4quickly.*Weoccasionallydosomethingtopleasantly5thecustomers.*Wealwayskeepour6.*Wegivetheimpressionthatwerefunto7.,LL-Task4-2,LanguageLab,*Wetreatthecustomersthewaytheywant8,notthewaywewantthemtobetreated.Howwelldidyoudo?Ifyouvegotalotofticks,thenyouprobablyhavelotsofcustomerswholi