新職業(yè)英語職業(yè)綜合英語Unit 7 Customer Service課件

Unit7職業(yè)綜合英語1ENGLISHFORCAREERSUnit7CustomerService新職業(yè)英語ContentsListening&Speaking4Warming-up1ReadingA2ReadingB3LanguageLab7LanguageLab7Writing5Mini-project6Warm-1-1Task1Completethefollowingsurveyformaboutcampuscanteens.Warm-1-2Task2SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?ReadingAReadingATextTask1Task2BusinessKnow-howTextA-1IReallyWanttoKnow

FridaynightIwentoffmydiet.Idare

sayIdeservedagoodmealafterlosingthe

twentypoundsIgainedfromtoomanytripsto

Manhattanrestaurantslastyear.MywifeandI

wenttooneofourfavoriteHoustonrestaurants

tocelebratethesuccessfulconclusionofmy

diet.ReadingATextA-2

Thefood,asalways,waswonderful.The

servicewasevenbetterthanusual.Ireally

wouldhavegiventherestauranttopmarkson

everyitem—butIdidn't.Why?We'llseeina

moment.ReadingATextA-3

Itisadmirableforanorganizationtowant

tomeasurecustomersatisfaction.However,

todosocorrectly,theentiremeasurement

processmustbeproperlydesignedand

implementedfromstarttofinish.Proper

questionnairedesignisjustthefirststepinthe

process.Equallyasimportantisestablishinga

processofgatheringdatawhichwillobtaina

representativesampleofcustomers,andwhich

keepsbiastoaminimum.Thisiswheremany

organizationsfail.Thisiswherethisparticular

restaurantfailed.ReadingATextA-4

Afterwehadfinishedourcoffee,thewaiter

broughtoverthecheck.Withthecheckwasa

briefcustomersatisfactionsurvey.Onesideof

thequestionnairecontainedanotefromthe

owner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.ReadingATextA-5

AsmuchasIenjoyedtheservice,Iwasnotabout

todepositaquestionnairethatsomebodyelsehad

completedintoaballotbox.However,manypeople

wouldreturnsuchaquestionnairewithoutthinking

twice.ReadingATextA-6

Theowneroftherestaurantisonlyfooling

himselfbykeepingthecurrentcustomer

satisfaction

measurementprograminplace.If

he“reallywantstoknow”,hewouldbebetter

offaskingsomeonetohandoutpostage-paid

questionnairestopeopleastheylefttherestaurant.ReadingATextA-7

Ifyouhaveacustomersatisfaction

measurement

programinplace,orifyouarethinkingof

implementing

one,weurgeyoutogiveasmuchattentiontothe

distributionandcollectionprocessasyoudotothe

questionnairedesign.ReadingAA-Trans-1ReadingA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。A-Trans-2

飯菜與往常一樣，味道好極了，服務比平常還要好。我真想給這家餐館的每個項目都打最高分，但我沒有。為什么？一會兒我們就知道了。ReadingAA-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，整個度量過程必須妥善設計，并自始至終完整地實施。合理設計調(diào)查問卷僅僅是這個過程的第一步。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。許多公司卻未能做到這一點，而這也正是這家餐館的失敗之處。ReadingAA-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”；另一面是一些標準的測量項目，以及顧客填寫意見的空白處。有一點不同的是，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”三個級別上，侍者已經(jīng)在所有“很好”的方框內(nèi)劃了一條線。ReadingAA-Trans-5

盡管我很滿意這家餐館的服務，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，很多人卻會不假思索就將這種問卷交回。ReadingAA-Trans-6

如此進行顧客滿意度調(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，讓人給他們分發(fā)一些郵資已付的調(diào)查問卷，會對他更有好處。ReadingAA-Trans-7

如果你正在進行或者正打算進行顧客滿意度調(diào)查，我們強烈建議你除了注重問卷的設計外，也要特別注意問卷的發(fā)放和回收過程。ReadingAtostopReadingAgooffe.g.

Hewentoffdrivingaftertheaccident.e.g.

You’vebeenworkingallthemorning—Ithinkyoudeservearest.ReadingAdeservev.tohaveearnedsomethingbygoodorbadactionsorbehaviore.g.

LastweekIgainedanotherfivepounds.ReadingAgainv.toincreaseinweight,speed,heightor

valuee.g.

Thisessayisadmirableinallrespects.ReadingAadmirablea.

havingmanygoodqualitiesthatpeoplerespectandadmiree.g.Educationshouldn’tbemeasuredonlyby

examinationresults.ReadingAmeasurev.

tojudgetheimportanceorvalueof

somethinge.g.

Itwastheworstdayinmyentirelife.ReadingAentirea.whole;completee.g.

Wehavedecidedtoimplementthepresident’s

suggestioninfull.ReadingAimplementv.totakeactionorputintopracticee.g.

1.Mygrandfatherestablishedthefamilybusiness

in1938.2.Therelationshipsbetweenthetwocompanies

wereestablishedtwoyearsago.ReadingAestablishv.tostart;tosetupv.togetsomethingespeciallybymeansofeffortReadingAobtaine.g.

Wewishtoobtainfirst-handinformation.e.g.

Theyhaveconductedaresearchinthisparticular

field.ReadingAparticulara.

unusual,singleanddifferentfromothersn.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsReadingAsurveye.g.

Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputer

games.n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneReadingAcommente.g.

Doyouhaveanycommentstomakeuponmy

story?tocomplete(aform)byansweringthequestionsinthespacesprovidedReadingAfilloute.g.

Couldyoufilloutthisapplicationformquickly?v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafeReadingAdeposite.g.

1.Shedepositedhercaseinthecorner.2.Youareadvisedtodeposityourvaluablesin

thehotelsafe.tothinkverycarefullyaboutsomethingReadingAthinktwicee.g.

Theteacheradvisedhimtothinktwicebefore

decidingtoquitschool.inexistenceandreadytobeusedReadingAinplacee.g.

Thenewregulationsarenowinplace.togivesomethingtoeachmemberofagroupReadingAhandoute.g.

Couldyoustarthandingthesebooksout,please?v.tostronglyadvisesomeonetodosomethingReadingAurgee.g.

Brownurgedhertoreconsiderhisdecision.n.theactofsharingthingsamongalargegroupofpeopleinaplannedwayReadingAdistributione.g.Thedistributionofthefoodsuppliesinthe

earthquakeareabegantwodaysago.A-Task1-1Task1

Answerthefollowingquestions

accordingtothepassage.Wheredoesthewritermostprobablylive?2.Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?3.Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?Houston.Becausetheywantedtocelebratethe

successfulconclusionofhisdiet.Becauseithelpstoobtainarepresentative

sampleof

customersandkeepbiastoa

minimum.ReadingAA-Task1-24.Whatdidtheowner’snoteinthequestionnairebeginwith?5.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?Itbeganwiththewords“Ireallywantto

know”.Itshouldpaymuchattentiontothe

distributionandcollectionprocess.ReadingAA-Task2Task2

Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.ReadingA()1.Thewriterwasnotsatisfiedwiththemealoftherestaurant.()2.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.()3.Theowneroftherestaurantdidn’treallywanttomeasurecustomersatisfaction.()4.Thewriterhadn’tintendedtofillintheblankquestionnaire.()

5.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.FTTFTBusinessKnow-howConductingaSurvey●

Establishthegoalsoftheproject—whattolearn;●Determinewhatpeoplearetargetedand

howmanyaretobeinterviewed;●Choosehowtointerview(facetoface,

telephone,etc.);●

Designthequestionnaire;●

Pretestthequestionnaire,ifpractical;●

Conductinterviewsandcollectdata;●

Analyzethedata—producethefindings.

ReadingBReadingBTextTask1Task2TextB-1MotorolaLimitedWarrantyReadingBThislimitedwarrantyappliesasfollowstonewProducts,AccessoriesandSoftwarepurchasedbyconsumersintheUnitedStatesorCanada.COVERAGELENGTHOFCOVERAGEProductsOne(1)yearfromthedateofpurchasebythefirstconsumerpurchaser.AccessoriesOne(1)yearfromthedateofpurchasebythefirstconsumerpurchaser.Software*Ninety(90)daysfromthedateofpurchase.*AppliesonlytodefectsintheCD-ROMsthatcontainthesoftware.TextB-2ReadingBToobtainserviceorinformation,pleasecall:MotorolaCustomerServices1-800-453-0920or954-723-4910Orvisitusonlineathttp://.YouwillreceiveinstructionsonhowtoshiptheProducts,AccessoriesorSoftware,atyourexpense,toaMotorolaAuthorizedRepairCenter.Toobtainservice,youmustinclude:(a)acopyofyourreceipt,orotherproofofpurchase;(b)awrittendescriptionoftheproblem;(c)and,mostimportantly,youraddressandtelephonenumber.B-Trans-1ReadingB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者在美國或加拿大購買的下列新產(chǎn)品、附件和軟件。*只適用于含有該軟件的CD-ROM上的缺陷。B-Trans-2ReadingB如需售后服務或信息，請致電：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： http://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)維修點的指示。寄送費用自理。為了獲得售后服務，您必須隨件附上：(a)收據(jù)的復印件或其他購貨憑證；(b)產(chǎn)品問題的書面描述；(c)您的地址和電話號碼——這是最重要的。B-Task1ReadingBTask1

Decidewhetherthefollowing

statementsare

true(T)or

false(F)

accordingtothe

warranty.(

)1.Motorola,Inc.warrantsitsproductsandsoftware, excludingitsaccessories.()2.Thewarrantyonnewproductsendsoneyearfromthe dateofpurchasebythefirstconsumerpurchaser.()3.Youcannotgetservicedifyoufailtoprovidethereceipt.()4.YouneedtoshiptheproducttoaMotorolarepaircenter andtheywillpayallcharges.()5.Thewarrantyappliestoproductspurchasedby consumersallovertheworld.FTFFFB-Task2Task2

Fillintheflowcharttoillustratehowto

obtainarepair

servicefromMotorola,Inc.

andexplainittoyourpartner.Call_________________________________;Orvisitonlineat__________________.Provide______orotherproofofpurchase;Describe___________;Give_____________________.Shiptheproductto____1-800-453-0920or954-723-4910http://acopyofyourreceipttheproblemaMotorolaAuthorizedyouraddressandtelephonenumberRepairCenter

.ReadingBListeningTask1Task2Task3Task4Task5Listening&SpeakingL-Task1Task1EllaBlackistalkingaboutthedelayofanorderwithThomasCook.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&SpeakingL-Task2Task2

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.Listening&SpeakingL-2-ScriptTask2

Script

Listening&SpeakingL-Task3Listening&SpeakingScript1.Thewomanboughtaboxofprintingpaperlastweek.TrueFalse2.OntheboxoftheprintingpaperitsaysB5.TrueFalse3.Thewomandemandedarefundof20.35pounds.TrueFalse4.Theassistantwouldcalltheirotherbranchtoseeiftheyhaveany.TrueFalse√√√√yesterday12.35poundsTask3

Acustomeriscomplainingtoashopassistantaboutaboxofprintingpapershebought.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritekeywordstosupportyouranswers.L-3-ScriptTask3

Script

Listening&SpeakingL-Task4Listening&SpeakingTask4

Sophiaisreceivingaphonecallfromacustomer.CompletetheCustomerServiceHelpFormwithwhatyouhear.Script

CustomerServiceHelpFormNameofcustomerEddieEdwards__________Address28TwyfordAvenue______PhoneNo.1.()_Product 2.aSONY()ProblemItwon’trecord.______Whenpurchased 3.()Lengthofguarantee 4.()years_Customerhasreceipt? Yes□/No□__________Customerhasguaranteecertificate?5.Yes□/No□__________077008865378DVDplayeroneweekagothree√√L-4-ScriptTask4

Script

Listening&Speaking

Tobettercommunicatewithacomplainingcustomer,usethefollowingstepstohelpyouhandleandsolvetheproblem.Firstly,__________________.Writedownanynames,dates,andmajorpointsofthecomplaint.Secondly,thinktwicebefore______________.Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced,butthinkbeforeyougiveanypromise—becausenothingannoyscustomersmorethanabrokenpromise.L-Task5-1Listening&SpeakingTask5

Listentothepassagetwiceandfillintheblankswithwhatyouhear.

listenandtakenotesmaking

promisesL-Task5-2Listening&Speaking

Thirdly,checkthefacts.Makesurethecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself.Thelaststepistooffersolutions.Whenthecustomercomplains,youshouldalwaysofferhimasolutiontotheproblem.Ifyoucannotdirectlyfixtheproblem,offerhimsomethingelsetotryandkeephimsatisfied.Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone,suchas,to,refundthemoney,offerarepair,offeradiscountonthenextpurchase,and theinconveniencecaused.theinformationoffera

replacementapologizeforWritingWritingTask1Task2DearMr.Benson,ofMarch12.thecomputeryouboughtfromusarrivedinsuchpoorcondition.Itmighthavebeendamagedduringshipment.anewcomputerassoonaspossible.Toensureitreachesyousafely,itwillbedouble-packedthistime.fortheinconvenienceithascaused.Yourssincerely,EmilyWatsonEmilyWatsonCustomerServiceManagerW-Task1WritingTask1

Completethefollowingletterofadjustmentwiththegivenexpressions.Wewillsendyou PleaseacceptourapologyThankyouforyourletter WearesosorrythatThankyouforyourletterWearesosorrythatWewillsendyouPleaseacceptourapologyDearMr.Walters,ThankyouforyourletterofNovember15.Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly.Itmighthavebeenanerrorduringshipment.Wewillmakeuptheshortfallassoonaspossible,andpromisethatsuchthingswillneverhappenagain.Pleaseacceptourapologyfortheinconvenienceithascaused.Yourssincerely,WangYiWangYiCustomerServiceManagerW-Task2WritingTask2

Supposeyouarethecustomerservicemanagerofyour company.Writealetterofadjustmenttotheletterofcomplaint inTask1onPage90.SampleMiniWorkingroups.Eachgroupaskstenstudentstofillinthequestionnairebelow

abouttheiruseofmobilephonesandthendraftasummaryofthe

surveyresults.Mini-project●Workingroups;●RefertothesampleonPage106;●

Todoaresearchandthenanalyzethedata

collected;●

In-classpresentation.

LanguageLabLanguageLabTask1Task2Task3Task4Task5LL-Task1LanguageLabTask1

Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.A.haveanincreaseinB.inexistenceandreadytobeusedC.haveearnedsomethingbygoodorbadactionsorbehaviorD.stronglyadvisesomeonetodosomethingE.takeactionorputintopracticeF.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG.setup;startH.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsI.unusual,singleanddifferentfromothersJ.whole;complete()1.deserve()2.entire()3.survey()4.gain()5.particular()6.urge()7.comment()8.implement()9.establish()10.inplaceCJHAIDFEGBLL-Task2LanguageLabTask2

Completethesentenceswiththefollowingwordsorphrases.Changetheformifnecessary.AfterTompassedhisdrivingtest,he________anapplicationforhisdriver’slicense.2.MaryandIhave__________cooking,soweliveonsaladsthesedays.3.IfIwereyou,I’d__________beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew__________onit.5.Thecommittee’ssuggestionwillbe_________oncethepresidentgivesthepermission.filledoutgoneoffthinktwicecommentsimplementedcommentthinktwiceimplementgoofffilloutLL-Task3-1LanguageLabTask3

Rewritethefollowingsentencesafterthemodels.

Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.

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

Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwon’tbepossible.Itwon’tbepossibleforthelostchildrentofindtheirwayhome.LL-Task3-2LanguageLabModel2:

Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow”.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.

Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruiningour

holiday.2.Theycameintotheoffice.Theyweresingingandlaughing.

Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.

Thesecretaryworkedlateintothenight,preparingalong

speechforthemanager.LL-Task4-1LanguageLabTask4

Choosethebestanswerstocompletethefollowing

passage.

Whowasitthatsaid—“Thecustomerisalwaysright”?Maybethecustomerisn’talwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyandmakeitobviousthatwe’relistening.*Wegivetheimpressionthatwecareandare3inthecustomers.*Weunderstandproblemsandcomplaintsand4q