新职业英语职业综合英语Unit 7 Customer Service

1、Unit 7,职业综合英语 1,ENGLISH FOR CAREERS,Unit 7 Customer Service,新职业英语,Contents,Warm-1-1,Task 1 Complete the following survey form about campus canteens.,Warm-1-2,Task 2 Suppose you are the CEO of the Campus Canteen Corporation. According to the completed survey above, are your customers satisfied? How c

2、ould you make improvements?,Reading A,Reading A,Text,Task 1,Task 2,Business Know-how,Text A-1,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

3、 one of our favorite Houston restaurants to celebrate the successful conclusion of my diet.,Reading A,Text A-2,The food, as always, was wonderful. The service was even better than usual. I really would have given the restaurant top marks on every itembut I didnt. Why? Well see in a moment.,Reading A

4、,Text A-3,It is admirable for an organization to want to measure customer satisfaction. However, 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

5、is establishing a process of gathering data which will obtain a representative sample of customers, and which keeps bias to a minimum. This is where many organizations fail. This is where this particular restaurant failed.,Reading A,Text A-4,After we had finished our coffee, the waiter brought over

6、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”. The other side of the questionnaire contained a few standard measurement items and room for comments. What was a little

7、 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 line through all the “excellent” boxes.,Reading A,Text A-5,As much as I enjoyed the service, I was not about to deposi

8、t a questionnaire that somebody else had completed into a ballot box. However, many people would return such a questionnaire without thinking twice.,Reading A,Text A-6,The owner of the restaurant is only fooling himself by keeping the current customer satisfaction measurement program in place. If he

9、 “really wants to know”, he would be better off asking someone to hand out postage-paid questionnaires to people as they left the restaurant.,Reading A,Text A-7,If you have a customer satisfaction measurement program in place, or if you are thinking of implementing one, we urge you to give as much a

10、ttention to the distribution and collection process as you do to the questionnaire design.,Reading A,A-Trans-1,Reading A,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。,Reading A,A-Tran

11、s-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。,Reading A,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

12、”、“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。,Reading A,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。,Reading A,A-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。,Reading A,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。,Rea

13、ding A,to stop,Reading A,go off,e.g. He went off driving after the accident.,e.g. Youve been working all the morningI think you deserve a rest.,Reading A,deserve,v. to have earned something by good or bad actions or behavior,e.g. Last week I gained another five pounds.,Reading A,gain,v. to increase

14、in weight, speed, height or value,e.g. This essay is admirable in all respects.,Reading A,admirable,a. having many good qualities that people respect and admire,e.g. Education shouldnt be measured only by examination results.,Reading A,measure,v. to judge the importance or value of something,e.g. It

15、 was the worst day in my entire life.,Reading A,entire,a. whole; complete,e.g. We have decided to implement the presidents suggestion in full.,Reading A,implement,v. to take action or put into practice,e.g. 1. My grandfather established the family business in 1938. 2. The relationships between the t

16、wo companies were established two years ago.,Reading A,establish,v. to start; to set up,v. to get something especially by means of effort,Reading A,obtain,e.g. We wish to obtain first-hand information.,e.g. They have conducted a research in this particular field.,Reading A,particular,a. unusual, sin

17、gle and different from others,n. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questions,Reading A,survey,e.g. A recent survey shows that many teenagers spend three hours a day playing computer games.,n. opinion given briefly in speech or wri

18、ting about something or someone,Reading A,comment,e.g. Do you have any comments to make upon my story?,to complete (a form) by answering the questions in the spaces provided,Reading A,fill out,e.g. Could you fill out this application form quickly?,v. to put something down in a particular place; to p

19、ut money or something valuable in a bank or other places where it will be safe,Reading A,deposit,e.g. 1. She deposited her case in the corner. 2. You are advised to deposit your valuables in the hotel safe.,to think very carefully about something,Reading A,think twice,e.g. The teacher advised him to

20、 think twice before deciding to quit school.,in existence and ready to be used,Reading A,in place,e.g. The new regulations are now in place.,to give something to each member of a group,Reading A,hand out,e.g. Could you start handing these books out, please?,v. to strongly advise someone to do someth

21、ing,Reading A,urge,e.g. Brown urged her to reconsider his decision.,n. the act of sharing things among a large group of people in a planned way,Reading A,distribution,e.g. The distribution of the food supplies in the earthquake area began two days ago.,A-Task 1-1,Task 1 Answer the following question

22、s according to the passage.,Where does the writer most probably live? 2. Why did the man and his wife go to their favorite restaurant for dinner? 3. Why is the process of gathering data important for customer satisfaction measurement?,Houston.,Because they wanted to celebrate the successful conclusi

23、on of his diet.,Because it helps to obtain a representative sample of customers and keep bias to a minimum.,Reading A,A-Task 1-2,4. What did the owners note in the questionnaire begin with? 5. In order to successfully measure customer satisfaction, what should an organization pay much attention to?,

24、It began with the words “I really want to know”.,It should pay much attention to the distribution and collection process.,Reading A,A-Task 2,Task 2 Decide whether the following statements are true (T) or false (F) according to the passage.,Reading A,( ) 1. The writer was not satisfied with the meal

25、of the restaurant. ( ) 2. Establishing a process of gathering data is as important as proper questionnaire design for customer satisfaction measurement. ( ) 3. The owner of the restaurant didnt really want to measure customer satisfaction. ( ) 4. The writer hadnt intended to fill in the blank questi

26、onnaire. ( ) 5. The writer thought postage-paid questionnaires would be a good way to measure customer satisfaction.,F,T,T,F,T,Business Know-how,Conducting a Survey, Establish the goals of the projectwhat to learn; Determine what people are targeted and how many are to be interviewed; Choose how to

27、interview (face to face, telephone, etc.); Design the questionnaire; Pretest the questionnaire, if practical; Conduct interviews and collect data; Analyze the dataproduce the findings.,Reading B,Reading B,Text,Task 1,Task 2,Text B-1,Motorola Limited Warranty,Reading B,This limited warranty applies a

28、s 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.,Text B-2,Reading B,To obtain service or information, please call: Motorola Customer Services 1-800-453-0920 or 954-723-4910 O

29、r 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 service, you must include: (a) a copy of your receipt, or other proof of purchase; (b) a written description of the problem; (c)

30、 and, most importantly, your address and telephone number.,B-Trans-1,Reading B,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,Reading B,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： 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

31、) 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-Task 1,Reading B,Task 1 Decide whether the following statements are true (T) or false (F) according to the warranty.,( ) 1. Motorola, Inc. warrants its products and software, excluding its accessories. ( ) 2. The warranty on new products ends on

32、e year from the date of purchase by the first consumer purchaser. ( ) 3. You cannot get serviced if you fail to provide the receipt. ( ) 4. You need to ship the product to a Motorola repair center and they will pay all charges. ( ) 5. The warranty applies to products purchased by consumers all over

33、the world.,F,T,F,F,F,B-Task 2,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 _ _ _ _.,Provide _ _ _ or other proof of purchase; Describe _; Give _ _.,Ship the product to _ _,1-800-453-0920 or 9

34、54-723-4910,a copy of your receipt,the problem,a Motorola Authorized,your address and telephone number,Repair Center .,Reading B,Listening,Task 1,Task 2,Task 3,Task 4,Task 5,Listening our work cannot be done without computers. Our work has been affected . W: Sorry, sir. We promise . M: What if we do

35、nt 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 position 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

36、,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 analyze the data collected; In-class presentation.,Language Lab,Language Lab,Task 1,Task 2,Task 3,Task 4,Task 5,LL-Task 1,Language Lab,Task 1 Match the word

37、s or phrases on the left with their meanings on the right.,A. have an increase in B. in existence and ready 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 writ

38、ing about something or someone G. set up; start H. a general examination or study (of conditions, opinions, 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. particula

39、r ( ) 6. urge ( ) 7. comment ( ) 8. implement ( ) 9. establish ( ) 10. in place,C,J,H,A,I,D,F,E,G,B,LL-Task 2,Language Lab,Task 2 Complete the sentences with the following words or phrases. Change the form if necessary.,After Tom passed his driving test, he _ an application for his drivers license.

40、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, and made quite a few _ on it. 5. The committees suggestion will be _ _ once the president gives the permission.,filled out,gone off,thi

41、nk twice,comments,implemented,comment think twice implement go off fill out,LL-Task 3-1,Language Lab,Task 3 Rewrite the following sentences after the models.,Model 1: An organization wants to measure customer satisfaction. That is admirable. It is admirable for an organization to want to measure cus

42、tomer 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 have explained to him what had happened. 3. The lost c

43、hildren will find their way home. That wont be possible. It wont be possible for the lost children to find their way home.,LL-Task 3-2,Language Lab,Model 2: One side of the questionnaire contained a note from the owner. The note began with the words “I really want to know”. One side of the questionn

44、aire 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 our holiday. 2. They came into the office. They were singing and laughing. They c

45、ame 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.,LL-Task 4-1,Language Lab,Task 4 Choose the best answers to complete the followin

46、g 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 always have a 1 smile for every customer. * We are warm and 2 to a

47、ll 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 .,LL-Task 4-2,Language Lab,* We treat the customers the way they want 8 , not the way we want them to be treated. How well did you do? If youve got a lot of ticks, then you probably have lots of customers who