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1、1,职业综合英语 1,Unit 7 Customer Service,新职业英语,郑州城市学院 张洁,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。,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,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,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
8、做到这一点，而这也正是这家餐馆的失败之处。,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,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”、“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,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,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。,
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,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。,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 something,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
