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职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceContentsListening&Speaking4 Warming-up1Reading A2Reading B3Language Lab7Language Lab7Writing5Mini-project6职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceWarm-1-1Task 1 Task 1 Complete the following survey form about campus canteens.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceWarWarm-m-1-21-2Task 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?职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceReading AReading ATextTask 1Task 2Business Know-how职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText A-1I Really Want to Know Friday Friday night night I I went went offoff my my diet.diet.I I daredare say say I I deserveddeserved a a good good meal meal after after losing losing thethe twenty twenty pounds pounds I I gainedgained from from too too many many trips trips toto Manhattan Manhattan restaurants restaurants last last year.year.My My wife wife and and I I went went to to one one of of our our favorite favorite Houston Houston restaurantsrestaurants to celebrate the successful conclusion of myto celebrate the successful conclusion of my diet.diet.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText A-2 The The food,food,as as always,always,was was wonderful.wonderful.TheThe service service was was even even better better than than usual.usual.I I reallyreally would would have have given given the the restaurant restaurant top top marks marks onon every every itembut I didnt.Why?Well see in aitembut I didnt.Why?Well see in a moment.moment.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText A-3 It It is is admirableadmirable for for an an organization organization to to wantwant to to measuremeasure customer customer satisfaction.satisfaction.However,However,to to do do so so correctly,correctly,the the entireentire measurementmeasurement process process must must be be properly properly designed designed andand implementedimplemented from from start start to to finish.finish.ProperProper questionnaire questionnaire design design is is just just the the first first step step in in thethe process.process.Equally Equally as as important important is is establishingestablishing a a process process of of gathering gathering data data which which will will obtainobtain a a representative representative sample sample of of customers,customers,and and whichwhich keeps keeps bias bias to to a a minimum.minimum.This This is is where where manymany organizations organizations fail.fail.This This is is where where this this particularparticular restaurant failed.restaurant failed.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText A-4 After After we we had had finished finished our our coffee,coffee,the the waiterwaiter brought brought over over the the check.check.With With the the check check was was a a brief brief customer customer satisfaction satisfaction surveysurvey.One One side side ofof the the questionnaire questionnaire contained contained a a note note from from thethe owner,owner,beginning beginning with with the the words words“I“I really really wantwant to to know”.know”.The The other other side side of of the the questionnaire questionnaire contained contained a a few few standard standard measurement measurement items items and and room room for for commentscomments.What What was was a a little little different different about about this this survey survey was was that that the the questionnaire questionnaire had had already already been been filled filled outout by by the the waiter.waiter.On On a a scale scale of of“excellent”,“excellent”,“good”,“good”,and and“needs“needs improvement”,improvement”,the the waiter waiter had had drawn a line through all the“excellent”boxes.drawn a line through all the“excellent”boxes.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText A-5 As As much much as as I I enjoyed enjoyed the the service,service,I I was was not not aboutabout to to depositdeposit a a questionnaire questionnaire that that somebody somebody else else hadhad completed completed into into a a ballot ballot box.box.However,However,many many peoplepeople would would return return such such a a questionnaire questionnaire without without thinkingthinking twicetwice.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText A-6 The owner of the restaurant is only foolingThe owner of the restaurant is only fooling himself by keeping the current customerhimself by keeping the current customer satisfactionsatisfaction measurement program measurement program in placein place.If.If he he“really wants to know”,he would be better“really wants to know”,he would be better off off asking someone to asking someone to hand outhand out postage-paid postage-paid questionnaires to people as they left the questionnaires to people as they left the restaurant.restaurant.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText A-7 If you have a customer satisfactionIf you have a customer satisfaction measurementmeasurement program in place,or if you are program in place,or if you are thinking ofthinking of implementingimplementing one,we one,we urgeurge you to you to give as much attention to thegive as much attention to the distributiondistribution and and collection process as you do to thecollection process as you do to the questionnaire questionnaire design.design.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Trans-1Reading A我真的很想知道我真的很想知道 周周五五晚晚上上我我结结束束了了节节食食。把把去去年年因因常常去去曼曼哈哈顿顿的的餐餐馆馆吃吃饭饭而而增增加加的的2020磅磅减减掉掉之之后后，我我敢敢说说我我该该理理直直气气壮壮地地美美餐餐一一顿顿了了。为为了了庆庆祝祝节节食食成成功功，我和太太去了休斯顿一家我们最喜欢的餐馆。我和太太去了休斯顿一家我们最喜欢的餐馆。职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Trans-2 饭饭菜菜与与往往常常一一样样，味味道道好好极极了了，服服务务比比平平常常还还要要好好。我我真真想想给给这这家家餐餐馆馆的的每每个个项项目目都都打打最最高高分，但我没有。为什么？一会儿我们就知道了。分，但我没有。为什么？一会儿我们就知道了。Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Trans-3 一一家家公公司司想想度度量量一一下下顾顾客客满满意意度度是是件件好好事事。但但是是，要要想想把把这这件件事事做做好好，整整个个度度量量过过程程必必须须妥妥善善设设计计，并并自自始始至至终终完完整整地地实实施施。合合理理设设计计调调查查问问卷卷仅仅仅仅是是这这个个过过程程的的第第一一步步。为为了了能能够够从从顾顾客客那那里里获获得得代代表表性性的的数数据据样样本本，并并将将偏偏见见降降到到最最低低，建建立立数数据据搜搜集集程程序序也也同同样样重重要要。许许多多公公司司却却未未能能做到这一点，而这也正是这家餐馆的失败之处。做到这一点，而这也正是这家餐馆的失败之处。Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Trans-4 话话说说我我们们喝喝完完咖咖啡啡之之后后，侍侍者者拿拿来来了了账账单单。与与账账单单附附在在一一起起的的，还还有有一一份份简简要要的的顾顾客客满满意意度度调调查查问问卷卷。问问卷卷的的一一面面是是餐餐馆馆老老板板的的一一份份说说明明，开开头头写写着着“我我真真的的很很想想知知道道”；另另一一面面是是一一些些标标准准的的测测量量项项目目，以以及及顾顾客客填填写写意意见见的的空空白白处处。有有一一点点不不同同的的是是，这这份份调调查查问问卷卷已已经经由由侍侍者者填填完完了了。在在“很很好好”、“好好”和和“有有待待提提高高”三三个个级级别别上上，侍侍者者已已经在所有经在所有“很好很好”的方框内划了一条线。的方框内划了一条线。Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Trans-5 尽尽管管我我很很满满意意这这家家餐餐馆馆的的服服务务，我我也也不不打打算算把把一一份份已已由由别别人人完完成成了了的的调调查查问问卷卷放放到到意意见见箱箱里里。然而，很多人却会不假思索就将这种问卷交回。然而，很多人却会不假思索就将这种问卷交回。Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Trans-6 如此进行顾客满意度调查，这家餐馆的老板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。如果他只是在愚弄自己罢了。如果他“真的很想知道真的很想知道”，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。调查问卷，会对他更有好处。Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Trans-7 如如果果你你正正在在进进行行或或者者正正打打算算进进行行顾顾客客满满意意度度调调查查，我我们们强强烈烈建建议议你你除除了了注注重重问问卷卷的的设设计计外外，也要特别注意问卷的发放和回收过程。也要特别注意问卷的发放和回收过程。Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Serviceto stopReading Ago offe.g.e.g.He went off driving after the accident.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.Youve been working all the morningI think you deserve a rest.Reading Adeservev.v.to have earned something by good or bad actions or behavior职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.Last week I gained another five pounds.Reading Againv.v.to increase in weight,speed,height or value职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.This essay is admirable in all respects.Reading Aadmirablea a.having many good qualities that people respect and admire职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.Education shouldnt be measured only by examination results.Reading Ameasurev v.to judge the importance or value of something职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.It was the worst day in my entire life.Reading Aentirea.a.whole;complete职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.We have decided to implement the presidents suggestion in full.Reading Aimplementv.v.to take action or put into practice职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.1.My grandfather established the family business in 1938.2.The relationships between the two companies were established two years ago.Reading Aestablishv.v.to start;to set up职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicev.v.to get something especially by means of effortReading Aobtaine.g.e.g.We wish to obtain first-hand information.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicee.g.e.g.They have conducted a research in this particular field.Reading Aparticulara.a.unusual,single and different from others职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicen.n.a general examination or study(of conditions,opinions,etc.),especially carried out by asking people questionsReading Asurveye.g.e.g.A recent survey shows that many teenagers spend three hours a day playing computer games.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicen.n.opinion given briefly in speech or writing about something or someoneReading Acommente.g.e.g.Do you have any comments to make upon my story?职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Serviceto complete(a form)by answering the questions in the spaces providedReading Afill oute.g.e.g.Could you fill out this application form quickly?职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicev.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 safeReading Adeposite.g.e.g.1.She deposited her case in the corner.2.You are advised to deposit your valuables in the hotel safe.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Serviceto think very carefully about somethingReading Athink twicee.g.e.g.The teacher advised him to think twice before deciding to quit school.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicein existence and ready to be usedReading Ain placee.g.e.g.The new regulations are now in place.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Serviceto give something to each member of a groupReading Ahand oute.g.e.g.Could you start handing these books out,please?职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicev.v.to strongly advise someone to do somethingReading Aurgee.g.e.g.Brown urged her to reconsider his decision.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Servicen.n.the act of sharing things among a large group of people in a planned wayReading Adistributione.g.e.g.The distribution of the food supplies in the earthquake area began two days ago.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Task 1-1Task 1Task 1 Answer the following questions according to the passage.1.Where does the writer most probably live?2.2.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 conclusion of his diet.Because it helps to obtain a representative sample of customers and keep bias to a minimum.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Task 1-24.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?It began with the words“I really want to know”.It should pay much attention to the distribution and collection process.Reading A职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceA-Task 2Task 2Task 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 ()1.The writer was not satisfied with the meal of the restaurant.restaurant.()2.Establishing a process of gathering data is as ()2.Establishing a process of gathering data is as important as proper questionnaire design for important as proper questionnaire design for customer satisfaction measurement.customer satisfaction measurement.()3.The owner of the restaurant didnt really want to()3.The owner of the restaurant didnt really want to measure customer satisfaction.measure customer satisfaction.()4.The writer hadnt intended to fill in the blank()4.The writer hadnt intended to fill in the blank questionnaire.questionnaire.()()5.The writer thought postage-paid questionnaires would 5.The writer thought postage-paid questionnaires would be a good way to measure customer satisfaction.be a good way to measure customer satisfaction.FTTFT职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceBusiness Know-howConducting 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 interview(face to face,telephone,etc.);Design the questionnaire;Pretest the questionnaire,if practical;Conduct interviews and collect data;Analyze the dataproduce the findings.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceReading BReading BTextTask 1Task 2职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText B-1Motorola Limited WarrantyReading B This limited warranty applies as follows to new Products,Accessories and Software purchased by consumers in the United States or Canada.COVERAGELENGTH OF COVERAGEProductsOne(1)year from the date of purchase by the first consumer purchaser.AccessoriesOne(1)year from the date of purchase by the first consumer purchaser.Software*Ninety(90)days from the date of purchase.*Applies only to defects in the CD-ROMs that contain the software.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceText B-2Reading B To obtain service or information,please call:Motorola Customer Services 1-800-453-0920 or 954-723-4910 Or visit us online at http:/ 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)and,most importantly,your address and telephone number.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceB-Trans-1Reading B摩托罗拉有限产品质量保证书摩托罗拉有限产品质量保证书 本本有有限限产产品品质质量量保保证证书书适适用用于于消消费费者者在在美美国国或加拿大购买的下列新产品、附件和软件。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只适用于含有该软件的CD-ROMCD-ROM上的缺陷。上的缺陷。职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceB-Trans-2Reading B 如需售后服务或信息，请致电：如需售后服务或信息，请致电：摩摩托托罗罗拉拉客客服服电电话话：1-800-453-0920 1-800-453-0920 或或 954-954-723-4910723-4910 或访问我们的网站：或访问我们的网站：http:/ 您您将将获获得得如如何何将将您您的的产产品品、附附件件或或软软件件寄寄送送给给摩摩托罗拉授权维修点的指示。寄送费用自理。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：为了获得售后服务，您必须随件附上：(a)(a)收据的复印件或其他购货凭证；收据的复印件或其他购货凭证；(b)(b)产品问题的书面描述；产品问题的书面描述；(c)(c)您的地址和电话号码您的地址和电话号码这是最重要的。这是最重要的。职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceB-Task 1Reading BTask Task 1 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 one 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 the world.FTFFF职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceB-Task 2Task 2Task 2 Fill in the flow chart to illustrate how to obtain a repair service from Motorola,Inc.and explain it to your partner.1-800-453-0920 or 954-723-49101-800-453-0920 or 954-723-4910http:/ copy of your receipta copy of your receiptthe problemthe problema Motorola Authorizeda Motorola Authorizedyour address and telephone numberyour address and telephone numberRepair CenterRepair Center .Reading B职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceListeningTask 1Task 2Task 3Task 4Task 5Listening&Speaking职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-Task 1Task 1Task 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 work 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 our future business relations.M:Well,I hope so.should have reached youbecause of the delay youll get it next Mondayisnt satisfied withThis willnever happen againListening&Speaking职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-Task 2Task 2Task 2 Lisa is Mr.Haywoods secretary.She is talking with Robert Rowley,a business partner of the company.Listen to the conversation and choose the best answer to each question you hear.ScriptScript1.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 week.B.By the end of the week.C.Tomorrow.D.This afternoon.Listening&Speaking职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-2-ScriptTask 2Task 2 ScriptScript Listening&Speaking职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-Task 3Listening&SpeakingScriptScript1.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 refund of 20.35 pounds.True False4.The assistant would call their other branch to see if they have any.True Falseyesterdayyesterday12.35 pounds12.35 poundsTask 3Task 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 are true or false.Then write key words to support your answers.职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-3-ScriptTask 3Task 3 ScriptScript Listening&Speaking职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-Task 4Listening&SpeakingTask 4Task 4 Sophia is receiving a phone call from a customer.Complete the Customer Service Help Form with what you hear.ScriptScript Customer Service Help Form Name of customer Eddie Edwards_ Address 28 Twyford Avenue_ Phone No.1.()_ Product 2.a SONY()Problem It wont record._ When purchased 3.()Length of guarantee 4.()years_ Customer has receipt?Yes/No_Customer has guarantee certificate?5.Yes/No_ 07700 886537807700 8865378DVD playerDVD playerone week agoone week agothreethree职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-4-ScriptTask 4Task 4 ScriptScript Listening&Speaking职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer Service 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 dissatisfaction 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 5-1Listening&SpeakingTask Task 5 5 Listen to the passage twice and fill in the blanks with what you hear.listen and take noteslisten and take notesmakingmaking promisespromises职业综合职业综合职业综合职业综合英语英语英语英语 1 1 1 1Unit 7 Customer ServiceL-Task 5-2Listening&Speaking Thirdly,check the facts.Make sure the customer has given you is correct and wor
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