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1、Unit7 新职业英语 职业综合英语1第2版 Contents Warm 1 1 Task1Completethefollowingsurveyformaboutcampuscanteens Warm 1 2 Task2SupposeyouaretheCEOoftheCampusCanteenCorporation Accordingtothecompletedsurveyabove areyourcustomerssatisfied Howcouldyoumakeimprovements ReadingA ReadingA Text Task1 Task2 BusinessKnow how
2、TextA 1 IReallyWanttoKnowFridaynightIwentoffmydiet IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet ReadingA TextA 2 Thefood asalways waswonderful The
3、servicewasevenbetterthanusual Ireallywouldhavegiventherestauranttopmarksoneveryitem butIdidn t Why We llseeinamoment ReadingA TextA 3 Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction However todosocorrectly theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofi
4、nish Properquestionnairedesignisjustthefirststepintheprocess Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers andwhichkeepsbiastoaminimum Thisiswheremanyorganizationsfail Thisiswherethisparticularrestaurantfailed ReadingA TextA 4 Afterwehadfinish
5、edourcoffee thewaiterbroughtoverthecheck Withthecheckwasabriefcustomersatisfactionsurvey Onesideofthequestionnairecontainedanotefromtheowner beginningwiththewords Ireallywanttoknow Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments Whatwasalittledifferentaboutthiss
6、urveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter Onascaleof excellent good and needsimprovement thewaiterhaddrawnalinethroughallthe excellent boxes ReadingA TextA 5 AsmuchasIenjoyedtheservice Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox However manypeop
7、lewouldreturnsuchaquestionnairewithoutthinkingtwice ReadingA TextA 6 Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace Ifhe reallywantstoknow hewouldbebetteroffaskingsomeonetohandoutpostage paidquestionnairestopeopleastheylefttherestaurant Re
8、adingA 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 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
9、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
10、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
11、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 You vebeenworkingallthemorning Ithinkyoudeservearest ReadingA deserve v tohaveearnedsomethingbygoodorbadactionsorbehavior e g LastweekI
12、gainedanotherfivepounds ReadingA gain v toincreaseinweight speed heightorvalue e g Thisessayisadmirableinallrespects ReadingA admirable a havingmanygoodqualitiesthatpeoplerespectandadmire e g Educationshouldn tbemeasuredonlybyexaminationresults ReadingA measure v tojudgetheimportanceorvalueofsomethi
13、ng e g Itwastheworstdayinmyentirelife ReadingA entire a whole complete e g Wehavedecidedtoimplementthepresident ssuggestioninfull ReadingA implement v totakeactionorputintopractice e g 1 Mygrandfatherestablishedthefamilybusinessin1938 2 Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsag
14、o ReadingA establish v tostart tosetup v togetsomethingespeciallybymeansofeffort ReadingA obtain e g Wewishtoobtainfirst handinformation e g Theyhaveconductedaresearchinthisparticularfield ReadingA particular a unusual singleanddifferentfromothers n ageneralexaminationorstudy ofconditions opinions e
15、tc especiallycarriedoutbyaskingpeoplequestions ReadingA survey e g Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames n opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeone ReadingA comment e g Doyouhaveanycommentstomakeuponmystory tocomplete aform byansweringthequesti
16、onsinthespacesprovided ReadingA fillout e g Couldyoufilloutthisapplicationformquickly v toputsomethingdowninaparticularplace toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafe ReadingA deposit e g 1 Shedepositedhercaseinthecorner 2 Youareadvisedtodeposityourvaluablesinthehotelsafe tothinkverycarefullyaboutsomething ReadingA thinktwice e g Theteacheradvisedhimtothinktwicebeforedecidingtoquitschool inexistenceandreadytobeused ReadingA inplace e g Thenewregulationsarenowinplace togi
