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1、Unit 7,新职业英语,职业综合英语 1第 2 版,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 could you make improvements?,Reading A,Read
2、ing 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 one of our favorite Houston restaurants to
3、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,Text A-3,It is admirable for an organization to w
4、ant 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 is establishing a process of gathering data which will
5、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 the check.With the check was a brief customer satisfaction
6、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 different about this survey was that the questionnaire had alrea
7、dy 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 deposit a questionnaire that somebody else had completed into a ballot box.Howev
8、er,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“really wants to know”,he would be better off asking someone to hand out post
9、age-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 attention to the distribution and collection process as you do to the questionnair
10、e 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-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
11、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”、“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
12、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。,Reading A,to stop,Reading A,go off,e.g.He went off driving after the accident.,e.g.Y
13、ouve 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 in weight,speed,height or value,e.g.This essay is admirable in all respects.,Reading A
14、,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 was the worst day in my entire life.,Reading A,entire,a.whole;complete,e.g.We have decided t
15、o 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 two companies were established two years ago.,Reading A,establish,v.to start;to set up,v.to get someth
16、ing 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,single and different from others,n.a general examination or study(of conditions,opinions,etc.),especially carri
17、ed 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 writing about something or someone,Reading A,comment,e.g.Do you have any comments to make upon my story?,to complete(a
18、 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 put money or something valuable in a bank or other places where it will be safe,Reading A,deposit,e.g.1.She deposited her
19、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 think twice before deciding to quit school.,in existence and ready to be used,Reading A,in place,e.g.The new regulations are
20、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 something,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
21、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 questions according to the passage.,Where does the writer most probably live?2.Why did the man and his wife go to their favorite restaurant f
22、or dinner?3.Why is the process of gathering data important for customer 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 a minimum.,Reading A,A-Task 1-2,4.What d
23、id the owners note in the questionnaire begin with?5.In order to successfully measure customer satisfaction,what should an organization pay much attention to?,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,T
24、ask 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 of the restaurant.()2.Establishing a process of gathering data is as important as proper questionnaire design for customer satisfaction measurement.(
25、)3.The owner of the restaurant didnt really want to measure customer satisfaction.()4.The writer hadnt intended to fill in the blank questionnaire.()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,
26、Establish the goals of the projectwhat to learn;Determine what people are targeted 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 f
27、indings.,Reading B,Reading B,Text,Task 1,Task 2,Text B-1,Reading B,AppleCare+for iPhone,Every iPhone comes with a years warranty.The warranty guarantees the hardware for a full year and includes up to 90 days support.AppleCare+extends the warranty to two years from the original date of purchase and
28、includes two incidents of accidental damage,each subject to a$79 service fee plus applicable tax.,Text B-2,Reading B,One stop for technical supportAppleCare+provides one-stop service and support from Apple experts including:Direct access to Apple experts;Repairs by mail:mail in your iPhone using a p
29、repaid shipping box provided by Apple;Repairs in store:Take your iPhone to an Apple Retail Store or other Apple Authorized Service Provider;Express Replacement Service.,Text B-2,Reading B,Software support includedWith AppleCare+,Apple experts can help issues with your iPhone including:Connecting to
30、wireless networks;Using Apple-branded iPhone apps such as Mail and Calendar.,Apple hardware coverAppleCare+provides repair or replacement cover,both parts and labor,from Apple-authorized technicians,including:iPhone;Battery;Included earphones and accessories.,Text B-2,Reading B,Important notes1.Appl
31、eCare+should be purchased within 30 days of the date you bought your new iPhone.After 30 days,AppleCare+may be purchased at an Apple Retail Store or through an Apple Care Contact Center.2.To buy AppleCare+at an Apple Retail Store,a specialist will first need to verify your iPhone purchase date and c
32、onfirm that your iPhone has no pre-existing damage.3.To buy AppleCare+from an AppleCare Contact Center,you will be required to verify your purchase date and run a diagnostic to confirm that your iPhone has no pre-existing damage.,B-Trans-1,Reading B,苹果手机延保服务,每部苹果手机均可享有一年的硬件保修服务和长达90天的免费技术支持。购买了苹果手机延
33、保服务的手机可以将保修时限延长到购机起两年之内，还可获得多达两次的意外损坏保修服务。该项维修每次需要收取79美元和相应的税金。,B-Trans-1,Reading B,一站式技术支持苹果手机延保服务可以提供苹果公司技术专家一站式服务和技术支持，包括：直接获得苹果公司技术专家的帮助；邮寄维修：用苹果公司提供的邮资已付邮包将你的报修手机邮寄给苹果 公司维修；用户送修：将你的苹果手机带至苹果零售店或苹果授权服务提供商处维 修；特快更换服务。,B-Trans-2,Reading B,苹果硬件保修苹果手机延保服务提供由苹果公司授权技术人员进行的维修或更换服务，涵盖部件和人工费，包括：手机；电池；原配耳机
34、和配件。苹果自带软件技术支持在苹果手机延保服务条件下，苹果公司技术专家可以帮你解决手机的疑难问题，包括：连接到无线网络；使用邮件和日历等苹果品牌的手机应用程序。,B-Trans-2,Reading B,重要提示1苹果手机延保服务须在购买手机之日起 30 天内购买。如果在购买 手机时没有选购苹果手机延保服务，你仍可前往苹果零售店或致电 苹果手机延保服务联系中心进行购买。2在苹果零售店购买苹果手机延保服务，专家需要先核实你的购机日 期，并确认手机之前无任何损坏。3如果致电苹果手机延保服务联系中心进行购买，你需要先通过购买 日期验证，并运行诊断程序以确认你的手机之前无任何损坏。,B-Task 1,R
35、eading B,Task 1 Decide whether the following statements are true(T)or false(F)according to the warranty.,B-Task 2,Reading B,Task 2 Surf the official website of Apple and find answers to the following customers questions.,How much will my in-warranty service cost?Answer:Warranty service for eligible
36、repairs is available _ for _ months from the date of purchase.What types of damage are not covered by my warranty?Answer:Apples Limited Warranty for iPhone excludes coverage for damage resulting from _,disassembly,unauthorized _ and unauthorized modifications.Can I extend service coverage on my iPho
37、ne beyond the warranty?Answer:AppleCare+extends the warranty to _ years from the original date of purchase and includes _ incidents of accidental damage from handling,each subject to a _ service fee plus applicable tax.,A,B,C,at no charge,twelve,accident,service,two,two,$79,Listening,Task 1,Task 2,T
38、ask 3,Task 4,Task 5,Listening&Speaking,L-Task 1,Task 1 Ella Black is talking about the delay of an order with Thomas Cook.Listen to the conversation and fill in the blanks with what you hear.,W:Weve checked the order,and it last Friday.Im so sorry about that.M:You know we are a design company;our wo
39、rk 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 position at this moment.I do hope this incident wont affect ou
40、r 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&Speaking,L-Task 2,Task 2 Lisa is Mr.Haywoods secretary.She is talking with Robert Rowley,a business partner of the company.Li
41、sten to the conversation and choose the best answer to each question you hear.,Script,1.A.Because hes out on business.B.Because he didnt receive Mr.Rowleys messages.C.Because Lisa didnt tell him.D.Because he has been very busy recently.2.A.Two times.B.Three times.C.Four times.D.Five times.3.A.Next w
42、eek.B.By the end of the week.C.Tomorrow.D.This afternoon.,Listening&Speaking,L-2-Script,Task 2 Script,Listening&Speaking,L-Task 3,Listening&Speaking,Script,1.The woman bought a box of printing paper last week.True False2.On the box of the printing paper it says B5.True False3.The woman demanded a re
43、fund of 20.35 pounds.True False4.The assistant would call their other branch to see if they have any.True False,yesterday,12.35 pounds,Task 3 A customer is complaining to a shop assistant about a box of printing paper she bought.Listen to the conversation and decide whether the following statements
44、are true or false.Then write key words to support your answers.,L-3-Script,Task 3 Script,Listening&Speaking,L-Task 4,Listening&Speaking,Task 4 Sophia is receiving a phone call from a customer.Complete the Customer Service Help Form with what you hear.,Script,07700 8865378,DVD player,one week ago,thr
45、ee,L-4-Script,Task 4 Script,Listening&Speaking,To better communicate with a complaining customer,use the following steps to help you handle and solve the problem.Firstly,_.Write down any names,dates,and major points of the complaint.Secondly,think twice before _.Express your regret for his or her di
46、ssatisfaction and any inconvenience he or she may have experienced,but think before you give any promisebecause nothing annoys customers more than a broken promise.,L-Task 5-1,Listening&Speaking,Task 5 Listen to the passage twice and fill in the blanks with what you hear.,listen and take notes,makin
47、g promises,L-Task 5-2,Listening&Speaking,Thirdly,check the facts.Make sure the customer has given you is correct and work out solutions by yourself.The last step is to offer solutions.When the customer complains,you should always offer him a solution to the problem.If you cannot directly fix the pro
48、blem,offer him something else to try and keep him satisfied.There are many different types of solutions which could turn a disappointed customer into a happy one,such as,to,refund the money,offer a repair,offer a discount on the next purchase,and the inconvenience caused.,the information,offer a rep
49、lacement,apologize for,Writing,Writing,Task 1,Task 2,Dear Mr.Benson,of March 12.the computer you bought from us arrived in such poor condition.It might have been damaged during shipment.a new computer as soon as possible.To ensure it reaches you safely,it will be double-packed this time.for the inco
50、nvenience it has caused.Yours sincerely,Emily WatsonEmily WatsonCustomer Service Manager,W-Task 1,Writing,Task 1 Complete the following letter of adjustment with the given expressions.,We will send you Please accept our apology Thank you for your letterWe are so sorry that,Thank you for your letter,
