新境界職業(yè)英語綜合教程精華版ppt課件ApproachingWorkplaceWorkplaceCommunicationMiniTextTextGrammarReviewAppliedWritingSyndicateActivitiesApproachingWorkplaceWorkplaceWorkinpairs.Lookatthefollowingpicturesandtellwhattheyareabout.ApproachingWorkplaceBackWorkinpairs.LookatthefolApproachingWorkplaceBackThecompanytechniciandoesregularcheckonthehomeequipmentforthecustomer.Thedeliverymandeliversthegoodstothecustomerathome.ApproachingWorkplaceBackThecApproachingWorkplaceBackThemechanicina4Sshopservicesthecarforthecustomer.Acompany’safter-saleclerkmakesahomevisitandconductsasurveyoncustomer’ssatisfactionabouttheirproduct.ApproachingWorkplaceBackThemApproachingWorkplaceBack1.Haveyoueverheardoftheslogan“CustomerFirst”?Doyouagreetoit?2.Whatdoyouknowcustomerservicerefersto?Yes.Ican’tagreemore.First,customerspaythecompanyforaproducttheyget.Theyshouldberespectedandgetproperservice.Second,allcompanies’expensesandtheirstaff’ssalariesareactuallypaidbycustomers.Withoutcustomers,companiescan’tsurvive.Itreferstothewayinwhichacompanytreatsitscustomersandanswerstheirquestions,complaintsetc.Nowdiscussthequestionsbelowandthenreporttoyourclass.ApproachingWorkplaceBack1.Ha3.Haveyouevertakenpartinanycustomersatisfactionsurvey?Whatisit?4.DoyouthinkgoodcustomerservicecanhelpcompaniesNo.Ihaven’t.ButIknowacustomersatisfactionsurveyisusuallyaquestionnaireformthatcustomersareaskedtoanswerorfillin.Thecompanyusesittogetinformationaboutwhatcustomersthinkaboutitsproductsorservice.Yes,absolutely.Goodcustomerservicewillbringaboutgoodopportunitytothebusiness.Andmorecustomerswillbuytheirproducts.Nowdiscussthequestionsbelowandthenreporttoyourclass.3.Haveyouevertakenpartin5.Whatservicedoyouthinkcanbeconsideredgoodcustomerservice?Astogoodcustomerservice,thecompanycaresabouttheircustomers,providesproperafter-salesserviceandquicklyrespondstocustomers’questionsandcomplaints.Inaword,agoodcustomerserviceisaservicethatissatisfyingtothecustomers.Nowdiscussthequestionsbelowandthenreporttoyourclass.5.WhatservicedoyouthinkcWorkplaceCommunicationBackWorkplaceCommunicationBackYouwillhearfivestatements.Listentothemcarefullyandmatcheachstatementwiththecorrespondingpicture.Statements

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5PicturesedacbBackYouwillhearfivestateListentothestatementsagainanddecidewhetherthesesentencesare“Right”or“Wrong”.Ifthereisnotenoughinformationtochoose“Right”or“Wrong”,choose“Notmentioned”.1.Manycompaniesusecustomerfeedbacktoimprovetheirservice.a.Right. b.Wrong. c.Notmentioned.2.Davidissohappywiththecustomerserviceofthecompanythatheiscalling.a.Right.b.Wrong.c.Notmentioned.BackListentothestatements3.Maryisalwaysshywhenshetalkswiththecustomerinhershop.a.Right. b.Wrong. c.Notmentioned.4.LucywinstheBestServicePrizeforhergoodservicetothecustomers.a.Right. b.Wrong. c.Notmentioned.5.MikehastakensomeEnglishcoursebeforeheworksinthecompany.

a.Right. b.Wrong. c.Notmentioned.BackScripts3.MaryisalwaysshywhensheUsetheRightWordHerearetwogroupsofwordsfrequentlyusedincustomerservice.Ineachgroup,deleteonewordwhichdoesnotgowiththeoneinthecircle.BackUsetheRightWordHerearetwoUsetheRightWordHerearetwogroupsofwordsfrequentlyusedincustomerservice.Ineachgroup,deleteonewordwhichdoesnotgowiththeoneinthecircle.BackUsetheRightWordHerearetwo1.Manycompaniesusecustomerfeedbacktoimprovetheirservice.2.Davidissoangrywiththecustomerservicethathecannothelpshoutingatthephone.3.Maryalwayssmileswhileshetalkswiththecustomerinhershop.4.LucywinstheBestServicePrizeforhergoodservicetothecustomers.5.MikehastakensometrainingoncustomerservicebeforeheworksintheCustomersDepartment.ScriptsBack1.ManycompaniesusecustomerListeningInSituation:AnnaandPeterarecolleaguesinacompany.Theyaretalkingaboutdesigningthecustomersatisfactioncard.Listentothemodeldialogueandfillintheblankswithwhatyouhear.BackListeningInSituation:AnnaanModelDialogueAnna:Peter,whydoweneedthecustomersatisfactioncard?Peter:Youknow,itcanhelpusto__________________________andimprovecustomerservice.Anna:Isee.So,whomarewegoingtosendthesecardsto?Peter:Ithink,tothecustomerswho________________________andthosewhohavereceivedourservice.Anna:That’sright.Andwhatmainitemsshallweputinthecard?Peter:Well,weneedtoputtheitemssuchasdeliveryservice,maintenanceserviceandthewaywe______________________.Anna:Great!Thenhowcanwe__________________________?Peter:Wecanaskcustomersto____________________afterserviceoronthewebsite,oranswerquestionnairebytelephone.Anna:Yeah,Iagreewithyou.havemadecomplaintsmeetcustomers’needshandlethecomplaintsapplythecardsfillintheformsBackModelDialogueAnna:Peter,whyListentothemodeldialogueagainandcheckyouranswers.Thenpracticethedialogueandtrytorole-playitwithyourpartner.Whenyourole-playit,youareexpectedtousetheMindMapbelow,butdoNOTlookatthemodeldialogue.SpeakingOutScriptsBackListentothemodeldialogueaBackBackAnna:Peter,whydoweneedthecustomersatisfactioncard?Peter:Youknow,itcanhelpustomeetcustomers’needsandimprovecustomerservice.Anna:Isee.So,whomarewegoingtosendthesecardsto?Peter:Ithink,tothecustomerswhohavemadecomplaintsandthosewhohavereceivedourservice.Anna:That’sright.Andwhatmainitemsshallweputinthecard?Peter:Well,weneedtoputtheitemssuchasdeliveryservice,maintenanceserviceandthewaywehandlethecomplaints.Anna:Great!Thenhowcanweapplythecards?Peter:Wecanaskcustomerstofillintheformsafterserviceoronthewebsite,oranswerquestionnairebytelephone.Anna:Yeah,Iagreewithyou.ScriptsBackAnna:Peter,whydoweneedthListentothedialogueandfillinthemissinginformationonthefollowingMindMap.Situation:EllaisreplyingtoacustomersatisfactionsurveygivenbyJack,awaiterinarestaurant.ListeningInBackListentothedialogueandfilveryfriendlygoodtooexpensiveBackdeliciousverypoliteveryfriendlygoodtooexpensiveListentothedialogueagainandcheckyouranswers.Thenrole-playitwithyourpartnerbyusingtheaboveMindMap.SpeakingOutBackScriptsListentothedialogueagainaJack:Excuseme.Weareconductingacustomersatisfactionsurveyinourrestaurant.CouldIaskyousomequestions?Ella:Yes,please.Jack:Whatdoyouthinkofourfood?Ella:Ithinkthefoodhereisgood,andquitedelicious,buttherearenotmanychoicesoffoodonthemenu.Jack:Whatabouttheprice?Ella:Well,thepriceofthefoodisreasonable,butthetea,youknow,istooexpensive.Jack:Understood.Thelastquestion:Whatdoyouthinkofourservice?Ella:Oh,theserviceisgood;thewaitersandwaitressesareveryfriendlyandpolite,offeringgoodservice.Jack:Ok.Thankyousomuch!Ella:Youarewelcome.ScriptsBackJack:Excuseme.WeareconducTask1ReadthefollowingMiniTextandfindthewordorexpressionthatmatchesthecontextmeaninggiven.a)______________:sweetfoodthatyoueatafterthemainpartofamealb)______________:theparticulartastethatfoodordrinkhasc)______________:havingdoubtsaboutsomethingthatotherpeoplethinkistrueorrightd)______________:tothinkaboutsomethingbecauseyouwanttoknowmorefactsordetailsaboutite)______________:aflavorusedinsomesweetfoodsf)______________:tobecomecooler,ortomakesomethingcoolerdessertflavorskepticalwondervanillacoolMiniTextBackTask1ReadthefollowingMiniAStoryofCustomerComplaintBackWordTipsThisisarealstory,experiencedbycustomercareatGeneralMotors.

Thecomplaintreads:“Imaysoundcrazy,butitisafactthatwehaveatraditioninourfamilyoficecreamfordessertafterdinner.EverytimeIbuyavanillaicecream,whenIcomebackfromthestoremycarwon’tstart.IfIgetanyotherkindoficecream,thecarstartsjustfine.Ireallywanttoknowwhy.”NotesAStoryofCustomerComplaintBBackThePresidentofthecompanywasskepticalabouttheletter,butsentanengineertomeetthemanjustafterdinnertimeattheicecreamstore.Thefirstnight,theygotchocolate.Thecarstarted.Thesecondnight,theygotstrawberry.Thecarstarted.Thethirdnighttheyorderedvanilla.Thecarfailedtostart.Theengineerwonderedandarrangedtocontinuehisvisitssoastosolvetheproblem.So,hebegantotakenotes:timeofday,typeofgasused,timetodrivebackandforthetc.Hethennoticedthatthecustomertooklesstimetobuyvanillathananyotherflavor,asitwaskeptatthefrontofthestore.Alltheotherflavorswerekeptatthebackofthestore,soittooklongertogetthem.Theanswerthenbecameobvioustotheengineer:Whenthedriverreturnedtothecarquickly,thevaporlockdidnotcoolintimeforthecartore-start.BackThePresidentofthBackdessertn.甜點(diǎn)vanillan.香草skepticaladj.懷疑的wonderv.懷疑,想知道flavorn.口味coolv.使…冷卻WordTips1.GeneralMotors美國通用汽車公司2.vaporlock汽封，氣阻NotesBackdessertn.甜點(diǎn)TranslationofMiniText這是一個真實(shí)的故事，就發(fā)生在美國通用公司的客服部。顧客投訴信寫道：也許聽上去會覺得不可思議吧！事情是這樣的，我們家有飯后吃甜品的習(xí)慣，每次我買完香草冰淇淋后上車就沒法發(fā)動汽車，而買其他口味的冰淇淋就可以。我真的搞不懂這是為什么。Back一個關(guān)于顧客服務(wù)的故事TranslationofMiniTextTranslationofMiniText公司董事長對此深表懷疑，但還是派了一位汽修工前去解決該問題。汽修工與這位顧客在晚飯時間過后去買冰淇淋。第一次買的巧克力味，汽車發(fā)動了。第二次草莓味的，汽車也發(fā)動了。然而第三晚買香草味時，汽車卻沒法發(fā)動。汽修工很好奇，繼續(xù)訪問該顧客，并對用該汽車買冰淇淋時使用時間，使用的汽油類型，以及往返時間等相關(guān)信息做了記錄。他后來發(fā)現(xiàn)，該顧客購買香草冰淇淋時使用的時間更短，因?yàn)榇祟惐苛芫驮诘昝媲懊?，而其他口味的冰淇淋則因放在店鋪的后面，因而花費(fèi)的時間更長。對于汽修工來說，這個問題的答案已經(jīng)顯而易見了：當(dāng)顧客返回車內(nèi)更快時，車內(nèi)的車阻還未及時冷卻，從而汽車無法重新發(fā)動。BackTranslationofMiniTextWorkwithyourpartner,andanswerthefollowingquestionsaccordingtotheMiniTextandthegraphabove.Task2PairWorkBack1.Whatwasthecustomer’scomplaint?

2.WhatwastheattitudeofthePresidentofthecompanytowardsthiscomplaint?Thecustomercomplainedthatwhenheboughtavanillaicecream,hecouldn’tstarthiscar,butwhenheboughtanyotherkindoficecream,thecarstartedjustfine.ThePresidentofthecompanywasskepticalabouttheletter,butsentanengineertomeetthecustomerandhandlethecomplaint.Workwithyourpartner,andanTask2PairWorkBack3.Whatdidtheengineerdotosolvethecomplaint?

4.Whatdidtheengineernoticeduringhisvisits?5.Whatwastherealreasonbehindtheproblem?Theengineermadecontinuousvisitstothecustomer,observedtheissueandtooknotes:timeofday,typeofgasused,timetodrivebackandforthetc.Henoticedthatthecustomertooklesstimetobuyvanillathananyotherflavor.Thereasonwastheproblemofthevaporlock:whenthedriverreturnedtothecarquickly,thevaporlockdidnotcoolintimeforthecartore-start.Task2PairWorkBack3.WhatdidReadingTextReadytoGo!ComprehensionTask1Task2TranslationTask1Task2VocabularyTask1Task2TextBackReadingTextReadytoGo!CompreReadytogo!TheImportanceofCustomerServiceIntroductionCustomers,and_____________________①,holdaveryimportantplaceinbusiness.Suggestions1.TuneintoCustomerNeedsWeneedtocontinuallyask,openearsandlearn______________②.SkimtheTextforthekeypointsandfillintheoutlinewithnecessaryinformation.customers’needsReadingTextBackcustomeropinionsReadytogo!TheImportanceofReadytogo!2.ShowCustomersWeAppreciateThemWeneedtomakecustomersfeelappreciated.ConclusionWeneedtorespondtocustomerneedsin__________________⑤.ReadingTextBackDiscovercustomers’opinions;Analyze_______________________③objectively;Takeactiontoimprovethe___________________④.3.WhattoDothegatheredinformationcustomerserviceratingatimelymannerReadytogo!2.ShowCustomers

TheImportanceofCustomerServiceYou’veheardthatthecustomerisalwaysright.Youmayormaynotagreewiththatstatement,buteveryoneoughttoagreethatcustomers,andcustomeropinions,holdaveryimportantplaceinourlives.Afterall,withoutcustomers--peoplewhobuyourproductsandservices--ourbusinesseswillclosedownandweallwillpackuptogohome.Thefasteryoucanadapttoaccommodatecustomerneeds,thestrongeryourcompany’sreputationwillbe.TuneintoCustomerNeeds

Discoveringwhatconstitutesgoodcustomerservicedoesnothappenbynature.Wehavetoask.Wemusthaveopenearsandlearnwhatourcustomerswant.Butoncewelearnandtakeappropriateaction,wecannotbecomplacent.Afterall,ourcustomerneedschange.Wehavetocontinuallyaskandlearn.1Back12234TheImportanceofCustomerSe

Allofthiscanbeequatedtotuningintoaradiostation.Aradioisaone-wayevent:Stationsbroadcast,wereceive.Ourlisteningtothecustomershouldbethesameway.ShowCustomersWeAppreciateThem

Customersneedtofeelappreciated.Itisnotuncommonforacustomertogooutofhiswaytogetproductsorservicefromaninconvenientsourceifthesourceprovidesexcellentcustomerservice.Inotherwords,ifwemakecustomersfeellikeamillionbucks,they’llgotheextramiletodobusinesswithus.Back567348910Allofthiscan

I’llneverforgettalkingwithapersonwholivedinamedium-sizedtownthathadtwohospitals.Onehospitalhadareputationforprovidingfirst-classcare.Theotherdidnot.Myacquaintancetoldmethatifshewaseverinacarwreckandwokeupinthe“wrong”hospital,shewouldpulltheIV’soutofherarmandwalkinherhospitalgowntothehospitalthatprovidedbetterpatientcare.I’dsaythatillustratesthepowerofgoodcustomerservice.WhattoDoFirst,weneedtodiscoverourcustomers’opinionsofourproductsand/orservice.Thisoccursbyasking.Usingtoday’stechnology,thiscanhappenbyusingsomethingassimpleasafeedbackcard,orbyusinganonlineservice.Plentyofoptionsexist.Back56111213I’llneverforgettal

Second,aftergatheringinformation,analyzeit.Askthetoughquestionsandarriveatthetoughanswers.Beasobjectiveasyoucan.Third,act.Changewhatisnecessarytoimproveyourcustomerservicerating.Themoreyoucanmeetcustomerneeds,thebetteryourchanceforlong-termsuccesswillbeinourfast-paced,ever-changingworld.There’sabookbyJasonJenningsandLaurenceHaughtonthatexplainsitall:It’sNottheBigThatEatstheSmall,It’stheFastthatEatstheSlow.

Inotherwords,weneedtorespondtocustomerneedsinatimelymannerifwe’regoingtosurvive.Back7891415Second,aftergatherinLanguagePoints1.(Para.1)Youmayormaynotagreewiththatstatement,buteveryoneoughttoagreethatcustomers,andcustomeropinions,holdaveryimportantplaceinourlives.Paraphrase:Somepeoplemayagreewiththatstatement,otherpeoplemaynotagreewithit,buteverybodyprobablyagreethatcustomersandcustomeropinionsplayaveryimportantpartinourlives.agreewith:tothinkthatsomethingistherightthingtodo贊同（某事）e.g.Idon’tagreewithcorporalpunishmentinschools.我不贊成在學(xué)校里進(jìn)行體罰。Back(Tobecontinued)LanguagePoints1.(Para.1)YoLanguagePointsStructureAnalysis:Thisisacompound-complexsentence.Acompound-complexsentenceorcomplex-compoundsentenceisasentencewithatleasttwoindependentclausesandoneormoredependentclauses(alsoknownassubordinateclauses).“everyoneoughttoagreethatcustomers,andcustomeropinions,holdaveryimportantplaceinourlives.”isanobjectclause.e.g.Bruno,ontheotherhand,likestheviewthathegetsfromthelogcabinupinthemountains,andheenjoyshikingintheforest.可是布魯諾喜歡山頂小木屋的俯瞰之景，而且喜歡徒步于林間。Translation:你可能同意，也可能不同意這種說法，但是大家都會認(rèn)同這一點(diǎn)：顧客以及顧客意見在我們的生活中起著重要的作用。Back(Theend)LanguagePointsStructureAnalyLanguagePoints2.(Para.1)Thefasteryoucanadapttoaccommodatecustomerneeds,thestrongeryourcompany’sreputationwillbe.Paraphrase:Ifyoucanchangeyourselftomeetcustomerneedsfaster,yourcompany’sreputationwillbestronger.adapt:tochangeyourbehaviorinordertodealmoresuccessfullywithanewsituation適應(yīng)e.g.Thechildrenarefindingithardtoadapttothenewschool.孩子們發(fā)現(xiàn)很難適應(yīng)新學(xué)校。(Tobecontinued)BackLanguagePoints2.(Para.1)ThLanguagePointsaccommodate:toacceptsomeone'sopinionsandtrytodowhattheywant,especiallywhentheiropinionsorneedsaredifferentfromyours迎合，遷就e.g.We’vemadeeveryefforttoaccommodateyourpointofview.我們已經(jīng)盡力遷就你的想法。StructureAnalysis:“Themore…,themore…”isacomplexsentencestructurewithanadverbialclauseofcomparison.e.g.Theharderyouwork,themoreyouwilllearn.你越用功，學(xué)到的東西就越多。Translation:你越快順應(yīng)顧客需要，你公司的聲譽(yù)就會越好。(Theend)BackLanguagePointsaccommodate:toLanguagePoints3.(Para.2)Discoveringwhatconstitutesgoodcustomerservicedoesnothappenbynature.Paraphrase:Peoplearenotbornwiththeabilitytofindouttheelementsofgoodcustomerservice.constitute:ifseveralpeopleorthingsconstitutesomething,theycombinetoformit組成；構(gòu)成；形成e.g.oneofthecountriesthatconstitutetheEuropeanUnion歐盟的成員國之一bynature:essentiallyorinnately天生地；固有地e.g.Apesarecuriousbynature.猿類天生好奇。(Tobecontinued)BackLanguagePoints3.(Para.2)DiLanguagePointsStructureAnalysis:“whatconstitutesgoodcustomerservice”isanobjectclause.“Discoveringwhatconstitutesgoodcustomerservice”isthesubjectofthesentence.Translation:沒有人會自然而然就能發(fā)現(xiàn)優(yōu)秀的顧客服務(wù)包含了些什么。Back(Theend)LanguagePointsStructureAnalyLanguagePoints4.(Para.2)Butoncewelearnandtakeappropriateaction,wecannotbecomplacent.Paraphrase:Butwhenwelearnandtakeproperaction,wecannotbesatisfied.takeaction(=begintodosomethingtosolveaparticularproblem)采取行動e.g.Weurgetheauthoritiestotakeaction.我們敦促當(dāng)局采取行動。(Tobecontinued)BackLanguagePoints4.(Para.2)BuLanguagePointscomplacent:pleasedwithasituation,especiallysomethingyouhaveachieved,sothatyoustoptryingtoimproveorchangethings自滿的，自鳴得意的e.g.Wemustnotbecomplacentaboutourachievements;thereisstillalottobedone.我們絕不能滿足于自己的成績,還有很多事情要做。StructureAnalysis:“oncewelearnandtakeappropriate”isanadverbialclauseoftime.e.g.OnceIgethimajob,he’llbefine.一旦我給他找份工作，他就會好起來的。Translation:然而，即便我們了解到顧客需求并采取適當(dāng)?shù)男袆?，我們也不能自鳴得意。(Theend)BackLanguagePointscomplacent:pleLanguagePoints5.(Para.3)Allofthiscanbeequatedtotuningintoaradiostation.Paraphrase:Allofthisisconsideredtobesimilartolisteningtoaradioprogramme.equate:toconsiderthattwothingsaresimilarorconnected使相等，等同e.g.Youcan’tequatetheeducationsystemofBritaintothatofGermany.你不能把英國教育制度與德國教育制度等同起來。Translation:這可能就像收聽無線電廣播一樣。Back(Theend)LanguagePoints5.(Para.3)AlLanguagePoints6.(Para.3)Aradioisaone-wayevent:Stationsbroadcast,wereceive.Paraphrase:Aradioisoperatingonlyinonedirection:radiostationsbroadcastprogrammes,peoplereceivetheprogrammes.broadcast:v.tosendoutmessagesorprogrammestobereceivedbyradiosortelevisions（廣播或電視）播出，播送e.g.ThePope’sspeechwillbebroadcastonallchannelsat6.00thisevening.教皇的講話將于今晚6點(diǎn)在所有頻道播出。Translation:收音機(jī)是單向的：即電臺廣播節(jié)目，我們僅僅收聽節(jié)目而已。Back(Theend)LanguagePoints6.(Para.3)ALanguagePoints7.(Para.3)Ourlisteningtothecustomershouldbethesameway.Paraphrase:Weshouldlistentothecustomerinthesamewayaswelistentotheradio.StructureAnalysis:“ourlisteningtothecustomer”isthesubjectofthesentence,and“our”herefunctionsaslogicalsubject.Possessivepronounisoftenusedaslogicalsubjectofagerund“-ing”.e.g.Wouldyoumindmyopeningthewindow?你介意我打開窗戶嗎？Translation:我們傾聽客戶需求也應(yīng)該采用同樣的方式。Back(Theend)LanguagePoints7.(Para.3)OuLanguagePoints8.(Para.4)Customersneedtofeelappreciated.Paraphrase:Customersneedtofeelthattheyareconsideredimportantbyotherpeople.appreciate:tounderstandhowgoodorusefulsomeoneorsomethingis賞識e.g.Herabilitiesarenotfullyappreciatedbyheremployer.她的能力沒有得到老板的充分賞識。Translation:需要讓客戶感覺到他們被賞識。Back(Theend)LanguagePoints8.(Para.4)CuLanguagePoints9.(Para.4)Itisnotuncommonforacustomertogooutofhiswaytogetproductsorservicefromaninconvenientsourceifthesourceprovidesexcellentcustomerservice.Paraphrase:Ifaplaceprovidesextremelygoodcustomerservice,itiscommonforacustomertomakeextraefforttogettheproductsorservicefromthereeventhoughitisinconvenient.gooutofone’sway:toinconvenienceoneselfindoingsomethingbeyondwhatisrequired格外麻煩做某事，非常不方便去做某事e.g.Don’tgooutofyourwaytopickmeup.It'sreallyinconvenient.不要麻煩你來接我，確實(shí)不方便。(Tobecontinued)BackLanguagePoints9.(Para.4)ItLanguagePointsStructureAnalysis:“it”hereisafunctionalSubject;“togooutof…source”istherealsubject;“notuncommon”hereisdoublenegationanditmeans“common”;“ifthesourceprovidesexcellentcustomerservice”isanadverbialclauseofcondition.Translation:如果能夠提供優(yōu)質(zhì)的客戶服務(wù)，那么即便獲得該產(chǎn)品或服務(wù)的渠道不便利，客戶也會想盡辦法來獲得該產(chǎn)品或服務(wù)，這也不足為奇。(Theend)BackLanguagePointsStructureAnalyLanguagePoints10.(Para.4)Inotherwords,ifwemakecustomersfeellikeamillionbucks,they’llgotheextramiletodobusinesswithus.Paraphrase:Thatistosay,ifwemakecustomersfellhappy,they’lltryhardertodobusinesswithus.feel/looklikeamillionbucks/dollars:tofeel/lookverygoode.g.Theelegantsuitmakesherlooklikeamillionbucks.那套典雅套裝使她看上去非常漂亮。(Tobecontinued)BackLanguagePoints10.(Para.4)ILanguagePointsgotheextramile:tomakeaspecialextraeffortinordertoachievesomething特別努力e.g.Wearepreparedtogotheextramiletoestablishpeace.我們準(zhǔn)備為實(shí)現(xiàn)和平作進(jìn)一步的努力。StructureAnalysis:Thisisacomplexsentence,with“if…bucks”functioningasadverbialclauseofcondition.Translation:換句話說，如果我們能夠使客戶心情愉悅，那么他們就會更努力地和我們做生意。(Theend)BackLanguagePointsgotheextramiLanguagePoints11.(Para.5)Onehospitalhadareputationforprovidingfirst-classcare.Paraphrase:Onehospitalwaswell-knownforprovidingexcellentcare.reputation:theopinionthatpeoplehaveaboutsomeoneorsomethingbecauseofwhathashappenedinthepast名譽(yù)，聲望haveareputationfor...:bewell-knownfor…有…的名譽(yù)e.g.JudgeKelsohasareputationforbeingstrictbutfair.凱爾索法官以嚴(yán)格公正著稱。(Tobecontinued)BackLanguagePoints11.(Para.5)OLanguagePointsfirst-class:ofthebestqualityorthehigheststandard一等的；甲等的；一流的e.g.Thisisafirst-classwine.這種酒是一流的。Translation:其中一家醫(yī)院因提供一流的服務(wù)而享有很好的聲譽(yù)。Back(Theend)LanguagePointsfirst-class:ofLanguagePoints12.(Para.5)Myacquaintancetoldmethatifshewaseverinacarwreckandwokeupinthe“wrong”hospital,shewouldpulltheIV’soutofherarmandwalkinherhospitalgowntothehospitalthatprovidedbetterpatientcare.Paraphrase:ThepersonIknewtoldmethatifshewassenttothehospitalwithpoorpatientcareafteracaraccident,shewouldtaketheIV’soffherarmandwalkinherhospitaldresstotheotherhospitalwithexcellentpatientcare.(Tobecontinued)BackLanguagePoints12.(Para.5)MLanguagePointsacquaintance:someoneyouknow,butwhoisnotaclosefriend相識的人，熟人；泛泛之交e.g.Hehasawidecircleofacquaintances.他交友甚廣。wreck:AmEacrash【美】交通事故e.g.Itwastheworsttraincrashinthirtyyears.這是三十年里最嚴(yán)重的火車交通事故。StructureAnalysis:“ifshewasever…,shewouldpull….”isanon-realadverbialclauseofcondition,i.e.subjunctivemood.e.g.Iftherewerenosubjunctivemood,Englishwouldbemucheasiertolearn.如果沒有虛擬語氣，英語會學(xué)起來更容易。Back(Tobecontinued)LanguagePointsacquaintance:sLanguagePointsTranslation:我的熟人告訴我，如果她出了交通事故，醒來的時候發(fā)現(xiàn)自己在“錯誤的”那家醫(yī)院，那么她會從手臂上把靜脈注射器拔了，穿著住院服就跑向另一家提供優(yōu)質(zhì)服務(wù)的醫(yī)院。Back(Theend)LanguagePointsTranslation:我的LanguagePoints13.(Para.6)Plentyofoptionsexist.Paraphrase:Therearemanychoicesforyou.option:achoiceyoucanmakeinaparticularsituation選擇；可選擇的東西e.g.Hehadtwooptions.他有兩種選擇。Translation:我們有很多的選擇。Back(Theend)LanguagePoints13.(Para.6)PLanguagePoints14.(Para.8)Themoreyoucanmeetcustomerneeds,thebetteryourchanceforlong-termsuccesswillbeinourfast-paced,ever-changingworld.Paraphrase:Ifyoucansatisfycustomerneedsbetter,youwillhavemorechancestosucceedinalongruninourquickly-changingworld.long-term:continuingtoexist,berelevant,orhaveaneffectforalongtimeinthefuture長期的；長期生效的e.g.agoodlong-terminvestment有益的長期投資Translation:你越能滿足客戶的需要，在我們這個快節(jié)奏而多變的社會中你獲得成功的機(jī)會就越大。Back(Theend)LanguagePoints14.(Para.8)TLanguagePoints15.(Para.8)It’sNottheBigThatEatstheSmall,It’stheFastThatEatstheSlow.Paraphrase:Whetheracompanycansurviveinacompetitiondoesn’tdependonitssizebutonitsspeedofaction.StructureAnalysis:Thisisacleftstructure(強(qiáng)調(diào)句).Itscommonconstructionis:itis/was+thepartyouwanttoemphasize+that/who+theleftpart.e.g.It’snotMarywhobrokethe