1、1,職業(yè)綜合英語(yǔ) 1,Unit 7 Customer Service,新職業(yè)英語(yǔ),鄭州城市學(xué)院 張潔,2,Mini-Project,Writing,Listening Speaking,Language Lab,Warming -up,Reading B,Reading A,Unit 7 Customer Service,3,tasks,Task 1 : Complete the following survey form about campus canteens.,Task 2,Unit 7 Customer Service,Warming-up,4,Unit 7 Customer Ser

2、vice,Warming-up,5,Suppose you are the CEO of the Campus Canteen Corporation. According to the completed survey above, are your customers satisfied? How could you make improvements?,6,Reading A,Text,Task 1,Task 2,Business Know-how,Reading A,7,Para 3,Para 4,Para 5,Para 6,Para 2,Para 1,Para 7,Reading A

3、,Unit 7 Customer Service,8,I Really Want to Know Friday night I went off my diet. I dare say I deserved a good meal after losing the twenty pounds I gained from too many trips to Manhattan restaurants last year. My wife and I went to one of our favorite Houston restaurants to celebrate the successfu

4、l conclusion of my diet.,Reading A,Unit 7 Customer Service,9,我真的很想知道 周五晚上我結(jié)束了節(jié)食。把去年因常去曼哈頓的餐館吃飯而增加的20磅減掉之后，我敢說我該理直氣壯地美餐一頓了。為了慶祝節(jié)食成功，我和太太去了休斯頓一家我們最喜歡的餐館。,Reading A,Unit 7 Customer Service,10,The food, as always, was wonderful. The service was even better than usual. I really would have given the resta

5、urant top marks on every itembut I didnt. Why? Well see in a moment.,Reading A,Unit 7 Customer Service,11,A-Trans-2,飯菜與往常一樣,味道好極了,服務(wù)比平常還要好。我真想給這家餐館的每個(gè)項(xiàng)目都打最高分，但我沒有.為什么？一會(huì)兒我們就知道了。,Reading A,Unit 7 Customer Service,12,It is admirable for an organization to want to measure customer satisfaction. However

6、, to do so correctly, the entire measurement process must be properly designed and implemented from start to finish. Proper questionnaire design is just the first step in the process. Equally as important is establishing a process of gathering data which will obtain a representative sample of custom

7、ers, and which keeps bias to a minimum. This is where many organizations fail. This is where this particular restaurant failed.,Reading A,Unit 7 Customer Service,13,A-Trans-3,一家公司想度量一下顧客滿意度是件好事。但是，要想把這件事做好，整個(gè)度量過程必須妥善設(shè)計(jì)，并自始至終完整地實(shí)施。合理設(shè)計(jì)調(diào)查問卷僅僅是這個(gè)過程的第一步。為了能夠從顧客那里獲得代表性的數(shù)據(jù)樣本，并將偏見降到最低，建立數(shù)據(jù)搜集程序也同樣重要。許多公司卻未能

8、做到這一點(diǎn)，而這也正是這家餐館的失敗之處。,Reading A,Unit 7 Customer Service,14,After we had finished our coffee, the waiter brought over the check. With the check was a brief customer satisfaction survey. One side of the questionnaire contained a note from the owner, beginning with the words “I really want to know”. Th

9、e other side of the questionnaire contained a few standard measurement items and room for comments. What was a little different about this survey was that the questionnaire had already been filled out by the waiter. On a scale of “excellent”, “good”, and “needs improvement”, the waiter had drawn a l

10、ine through all the “excellent” boxes.,Reading A,Unit 7 Customer Service,15,A-Trans-4,話說我們喝完咖啡之后，侍者拿來了賬單。與賬單附在一起的，還有一份簡(jiǎn)要的顧客滿意度調(diào)查問卷。問卷的一面是餐館老板的一份說明，開頭寫著“我真的很想知道”；另一面是一些標(biāo)準(zhǔn)的測(cè)量項(xiàng)目，以及顧客填寫意見的空白處。有一點(diǎn)不同的是，這份調(diào)查問卷已經(jīng)由侍者填完了。在“很好”、“好”和“有待提高”三個(gè)級(jí)別上，侍者已經(jīng)在所有“很好”的方框內(nèi)劃了一條線。,Reading A,Unit 7 Customer Service,16,As much

11、as I enjoyed the service, I was not about to deposit a questionnaire that somebody else had completed into a ballot box. However, many people would return such a questionnaire without thinking twice.,Reading A,Unit 7 Customer Service,17,盡管我很滿意這家餐館的服務(wù)，我也不打算把一份已由別人完成了的調(diào)查問卷放到意見箱里。然而，很多人卻會(huì)不假思索就將這種問卷交回。,

12、Reading A,Unit 7 Customer Service,18,The owner of the restaurant is only fooling himself by keeping the current customer satisfaction measurement program in place. If he “really wants to know”, he would be better off asking someone to hand out postage-paid questionnaires to people as they left the r

13、estaurant.,Reading A,Unit 7 Customer Service,19,A-Trans-6,如此進(jìn)行顧客滿意度調(diào)查，這家餐館的老板只是在愚弄自己罷了。如果他“真的很想知道”，在顧客離開時(shí)，讓人給他們分發(fā)一些郵資已付的調(diào)查問卷，會(huì)對(duì)他更有好處。,Reading A,Unit 7 Customer Service,20,If you have a customer satisfaction measurement program in place, or if you are thinking of implementing one, we urge you to give

14、 as much attention to the distribution and collection process as you do to the questionnaire design.,Reading A,Unit 7 Customer Service,21,如果你正在進(jìn)行或者正打算進(jìn)行顧客滿意度調(diào)查，我們強(qiáng)烈建議你除了注重問卷的設(shè)計(jì)外，也要特別注意問卷的發(fā)放和回收過程。,Reading A,Unit 7 Customer Service,22,to stop,go off,e.g. He went off driving after the accident.,Reading

15、 A,Unit 7 Customer Service,23,e.g. Youve been working all the morningI think you deserve a rest.,deserve,v. to have earned something by good or bad actions or behavior,Unit 7 Customer Service,24,e.g. Last week I gained another five pounds.,gain,v. to increase in weight, speed, height or value,Unit 7

16、 Customer Service,Reading A,25,e.g. This essay is admirable in all respects.,admirable,a. having many good qualities that people respect and admire,Unit 7 Customer Service,Reading A,26,e.g. Education shouldnt be measure only by examination results.,measure,v. to judge the importance or value of some

17、thing,Unit 7 Customer Service,Reading A,27,e.g. It was the worst day in my entire life.,entire,a. whole; complete,Unit 7 Customer Service,Reading A,28,e.g. We have decided to implement the presidents suggestion in full.,implement,v. to take action or put into practice,Unit 7 Customer Service,Reading

18、 A,29,e.g. 1. My grandfather established the family business in 1938. 2. The relationships between the two companies were established two years ago.,establish,v. to start; to set up,Unit 7 Customer Service,Reading A,30,v. to get something especially by means of effort,obtain,e.g. We wish to obtain f

19、irst-hand information.,Unit 7 Customer Service,Reading A,31,e.g. They have conducted a research in this particular field.,particular,a. unusual, single and different from others,Unit 7 Customer Service,Reading A,32,n. a general examination or study (of conditions, opinions, etc.), especially carried

20、 out by asking people questions,survey,e.g. A recent survey shows that many teenagers spend three hours a day playing computer games.,Unit 7 Customer Service,Reading A,33,n. opinion given briefly in speech or writing about something or someone,Reading A,comment,e.g. Do you have any comments to make

21、upon my story?,Unit 7 Customer Service,Reading A,34,to complete (a form) by answering the questions in the spaces provided,fill out,e.g. Could you fill out this application form quickly?,Unit 7 Customer Service,Reading A,35,v. to put something down in a particular place; to put money or something va

22、luable in a bank or other places where it will be safe,deposit,e.g. 1. She deposited her case in the corner. 2. You are advised to deposit your valuables in the hotel safe.,Unit 7 Customer Service,Reading A,36,to think very carefully about something,think twice,e.g. The teacher advised him to think

23、twice Before deciding to quit school.,Reading A,37,in existence and ready to be used,in place,e.g. The new regulations are now in place.,Unit 7 Customer Service,Reading A,38,to give something to each member of a group,hand out,e.g. Could you start handing these books out, please?,Unit 7 Customer Ser

24、vice,Reading A,39,v. to strongly advise someone to do something,urge,e.g. Brown urged her to reconsider his decision.,Unit 7 Customer Service,Reading A,40,n. the act of sharing things among a large group of people in a planned way,distribution,e.g. The distribution of the food supplies in the earthq

25、uake area began two days ago.,Unit 7 Customer Service,Reading A,41,Task 1 Answer the following questions according to the passage.,Where does the writer most probably live?,Why did the man and his wife go to their favorite restaurant for dinner?,Why is the process of gathering data important for cus

26、tomer 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 aminimum.,42,What did the owners note in the questionnaire begin with?,It began with the words “I really w

27、ant to know”.,It should pay much attention to the distribution and collection process.,In order to successfully measure customer satisfaction, what should an organization pay much attention to?,Unit 7 Customer Service,Reading A,43,Task 2 Decide whether the following statements are true (T) or false

28、(F) according to the passage.,The writer was not satisfied with the meal of the restaurant. Establishing a process of gathering data is as important as proper questionnaire design for customer satisfaction measurement. The owner of the restaurant didnt really want to measure customer satisfaction. T

29、he writer hadnt intended to fill in the blank questionnaire. The writer thought postage-paid questionnaires would be a good way to measure customer satisfaction.,F,T,T,F,T,1.,2.,3.,4.,5.,Reading A,44,Conducting a Survey,Establish the goals of the projectwhat to learn;,Determine what people are targe

30、ted and how many are to be interviewed;,Choose how to interview (face to face,telephone, etc.);,Design the questionnaire;,Pretest the questionnaire, if practical;,Conduct interviews and collect data;,Analyze the dataproduce the findings.,Unit 7 Customer Service,Business Know-how,45,Reading B,Text,Ta

31、sk 1,Task 2,Unit 7 Customer Service,Reading B,46,Motorola Limited Warranty,This limited warranty applies as follows to new Products, Accessories and Software purchased by consumers in the United States or Canada.,* Applies only to defects in the CD-ROMs that contain the software.,Unit 7 Customer Ser

32、vice,Reading B,47,To obtain service or information, please call: Motorola Customer Services 1-800-453-0920 or 954-723-4910 Or visit us online at You will receive instructions on how to ship the Products, Accessories or Software, at your expense, to a Motorola Authorized Repair Center. To obtain serv

33、ice, 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 telephone number.,Unit 7 Customer Service,Reading B,48,摩托羅拉有限產(chǎn)品質(zhì)量保證書 本有限產(chǎn)品質(zhì)量保證書適用于消費(fèi)者在美國(guó)或加拿大購(gòu)買的下列新產(chǎn)品、附件和軟件。 *只適用于含有該軟件的CD-ROM上的缺陷。,如需售后

34、服務(wù)或信息，請(qǐng)致電： 摩托羅拉客服電話：1-800-453-0920 或 954-723-4910 或訪問我們的網(wǎng)站： 您將獲得如何將您的產(chǎn)品、附件或軟件寄送給摩托羅拉授權(quán)維修點(diǎn)的指示。寄送費(fèi)用自理。 為了獲得售后服務(wù)，您必須隨件附上： (a) 收據(jù)的復(fù)印件或其他購(gòu)貨憑證； (b) 產(chǎn)品問題的書面描述； (c) 您的地址和電話號(hào)碼這是最重要的。,Reading B,Unit 7 Customer Service,49,Task 1 Decide whether the following statements are true (T) or false (F) according to the

35、 warranty.,1. Motorola, Inc. warrants its products and software, excluding its accessories.,The warranty 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.,You need to ship the product to a Motorola

36、repair center and they will pay all charges.,5. The warranty applies to products purchased by consumers all over the world.,F,T,F,F,F,Reading B,50,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

37、 _ _ _ _.,Provide _ _ _ or other proof of purchase; Describe _; Give _ _.,Ship the product to _ _,1-800-453-0920 or 954-723-4910,a copy of your receipt,the problem,a Motorola Authorized,your address and telephone number,Repair Center .,Reading B,51,Listening Speaking,Task 1,Task 2,Task 3,Task 4,Task

38、 5,Unit 7 Customer Service,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 fully understand your posit

39、ion 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; To do a research and then ana

40、lyze the data collected; In-class presentation.,Mini-project,Unit 7 Customer Service,65,Language Lab,Task 1,Task 2,Task 3,Task 4,Task 5,Language Lab,Unit 7 Customer Service,66,Task 1 Match the words or phrases on the left with their meanings on the right.,A. have an increase in B. in existence and r

41、eady to be used C. have earned 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, opini

42、ons, etc.), especially carried out by asking people questions I. unusual, single and different from others J. whole; complete,1. deserve 2. entire 3. survey 4. gain 5. particular 6. urge 7. comment 8. implement 9. establish 10. in place,C,J,H,A,I,D,F,E,G,B,67,Task 2 Complete the sentences with the f

43、ollowing words or phrases. Change the form if necessary.,After Tom passed his driving test, he _ an application for his drivers license. 2. 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

44、, and made quite a few _ on it. 5. The committees suggestion will be once the president gives the permission.,filled out,gone off,think twice,comments,implemented,comment think twice implement go off fill out,68,Model 1: An organization wants to measure customer satisfaction. That is admirable. It i

45、s admirable for an organization to want to measure customer satisfaction. 1. I will translate this article. That will be difficult. It will be difficult for me to translate this article. 2. The policeman has explained to him what had happened. That is necessary. It is necessary for the policeman to

46、have explained to him what had happened. 3. The lost children will find their way home. That wont be possible. It wont be possible for the lost children to find their way home.,Task 3 Rewrite the following sentences after the models.,69,One side of the questionnaire contained a note from the owner.

47、The note began with the words “I really want to know”. One side of the questionnaire contained a note from the owner, beginning with the words “I really want to know”. It rained for two weeks continuously. That completely ruined our holiday. It rained for two weeks continuously, completely ruining o

48、ur holiday. 2. They came into the office. They were 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.,

49、Model 2:,70,Task 4 Choose the best answers to complete the following passage.,Who was it that said“The customer is always right”? Maybe the customer isnt always right, but if you want to keep them, make sure they like you. Run your eyes down the following list and see how many you can tick off: * We

50、 always have a 1 smile for every customer. * We are warm and 2 to all customers. * We listen carefully and make it obvious that were listening. * We give the impression that we care and are 3 in the customers. * We understand problems and complaints and 4 quickly. * We occasionally do something to pleasantly 5 the customers. * We always keep our 6 . * We give the impression that were fun to 7 .,71,* We treat the