新职业英语Unit7市公开课一等奖百校联赛获奖课件.pptx

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1、职业综合职业综合英语英语 1 1Unit 7 Customer ServiceUnit 7职业综合英语职业综合英语 1 1E EN NG GL LI IS SH H F FO OR R C CA AR RE EE ER RS S新职业英语新职业英语第1页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceContentsListening&Speaking4 Warming-up1Reading A2Reading B3Language Lab7Language Lab7Writing5Mini-project6第2页职业综合职业综合英语英语 1 1Unit 7 Cu

2、stomer ServiceWarm-1-1Task 1 Task 1 Complete the following survey form about campus canteens.第3页职业综合职业综合英语英语 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 coul

3、d you make improvements?第4页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceReading AReading ATextTask 1Task 2Business Know-how第5页职业综合职业综合英语英语 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 go

4、od 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 Hou

5、ston restaurantsrestaurants to celebrate the successful conclusion of myto celebrate the successful conclusion of my diet.diet.Reading A第6页职业综合职业综合英语英语 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

6、 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第7页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceText A-3 It It is is

7、 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 des

8、igned 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

9、 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

10、 is where where this this particularparticular restaurant failed.restaurant failed.Reading A第8页职业综合职业综合英语英语 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

11、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”.kn

12、ow”.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

13、 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

14、the“excellent”boxes.drawn a line through all the“excellent”boxes.Reading A第9页职业综合职业综合英语英语 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 somebo

15、dy 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第10页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceText A-6 The owner of

16、 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 want

17、s 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第11页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceText A-7 If you have a cu

18、stomer 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 distributiondist

19、ribution and and collection process as you do to thecollection process as you do to the questionnaire questionnaire design.design.Reading A第12页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceA-Trans-1Reading A我真很想知道我真很想知道 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餐餐馆馆吃吃饭饭而而增增加加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

20、地美美餐餐一一顿顿了了。为为了了庆庆贺贺节节食食成成功功，我我和和太太去了休斯顿一家我们最喜欢餐馆。太太去了休斯顿一家我们最喜欢餐馆。第13页职业综合职业综合英语英语 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，服服务务比比日日常常还还要要好好。我我真真想想给给这这家家餐餐馆馆每每个个项项目目都都打打最最高高分分，但我没有。为何？一会儿我们就知道了。但我没有。为何？一会儿我们就知道了。Reading A第14页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceA-Trans-3 一一家家

21、企企业业想想度度量量一一下下用用户户满满意意度度是是件件好好事事。不不过过，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第第一一步步。为为了了能能够够从从用用户户那那里里取取得得代代表表性性数数据据样样本本，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一一样样主主要要。许许多多企企业业却却未未能能做做到这一点，而这也正是这家餐馆失败之处。到这一点，而这也正是这家餐馆失败之处。Reading A第15页职业综合职业综合英语英语 1

22、 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，还还有有一一份份简简明明用用户户满满意意度度调调查查问问卷卷。问问卷卷一一面面是是餐餐馆馆老老板板一一份份说说明明，开开头头写写着着“我我真真很很想想知知道道”；另另一一面面是是一一些些标标准准测测量量项项目目，以以及及用用户户填填写写意意见见空空白白处处。有有一一点点不不一一样样是是，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“有有待待提提升升”三三个个级级别别上上，侍侍者者已

23、已经经在在全全部部“很很好好”方方框内划了一条线。框内划了一条线。Reading A第16页职业综合职业综合英语英语 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服服务务，我我也也不不打打算算把把一一份份已已由由他他人人完完成成了了调调查查问问卷卷放放到到意意见见箱箱里里。然然而，很多人却会不假思索就将这种问卷交回。而，很多人却会不假思索就将这种问卷交回。Reading A第17页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceA-Trans-6 如此进行用户满意度调查，这家餐馆老板只如此进行用户

24、满意度调查，这家餐馆老板只是在愚弄自己罢了。假如他是在愚弄自己罢了。假如他“真很想知道真很想知道”，在用，在用户离开时，让人给他们分发一些邮资已付调查问户离开时，让人给他们分发一些邮资已付调查问卷，会对他更有好处。卷，会对他更有好处。Reading A第18页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceA-Trans-7 假假如如你你正正在在进进行行或或者者正正打打算算进进行行用用户户满满意意度度调调查查，我我们们强强烈烈提提议议你你除除了了重重视视问问卷卷设设计计外外，也也要尤其注意问卷发放和回收过程。要尤其注意问卷发放和回收过程。Reading A第19页

25、职业综合职业综合英语英语 1 1Unit 7 Customer Serviceto stopReading Ago offe.g.e.g.He went off driving after the accident.第20页职业综合职业综合英语英语 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第

26、21页职业综合职业综合英语英语 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第22页职业综合职业综合英语英语 1 1Unit 7 Customer Servicee.g.e.g.This essay is admirable in all respects.Reading Aadmirablea a.having many good qualities that people

27、 respect and admire第23页职业综合职业综合英语英语 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第24页职业综合职业综合英语英语 1 1Unit 7 Customer Servicee.g.e.g.It was the worst day in my entire life.Reading Aentirea

28、.a.whole;complete第25页职业综合职业综合英语英语 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第26页职业综合职业综合英语英语 1 1Unit 7 Customer Servicee.g.e.g.1.My grandfather established the family business in 1938.2.Th

29、e relationships between the two companies were established two years ago.Reading Aestablishv.v.to start;to set up第27页职业综合职业综合英语英语 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.第28页职业综合职业综合英语英语 1 1Unit 7 Cus

30、tomer Servicee.g.e.g.They have conducted a research in this particular field.Reading Aparticulara.a.unusual,single and different from others第29页职业综合职业综合英语英语 1 1Unit 7 Customer Servicen.n.a general examination or study(of conditions,opinions,etc.),especially carried out by asking people questionsRead

31、ing Asurveye.g.e.g.A recent survey shows that many teenagers spend three hours a day playing computer games.第30页职业综合职业综合英语英语 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?第31页职

32、业综合职业综合英语英语 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?第32页职业综合职业综合英语英语 1 1Unit 7 Customer Servicev.v.to put something down in a particular place;to put money or something val

33、uable 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.第33页职业综合职业综合英语英语 1 1Unit 7 Customer Serviceto think very carefully about somethingReading Athink twicee.g.e.g.The teacher

34、advised him to think twice before deciding to quit school.第34页职业综合职业综合英语英语 1 1Unit 7 Customer Servicein existence and ready to be usedReading Ain placee.g.e.g.The new regulations are now in place.第35页职业综合职业综合英语英语 1 1Unit 7 Customer Serviceto give something to each member of a groupReading Ahand oute

35、.g.e.g.Could you start handing these books out,please?第36页职业综合职业综合英语英语 1 1Unit 7 Customer Servicev.v.to strongly advise someone to do somethingReading Aurgee.g.e.g.Brown urged her to reconsider his decision.第37页职业综合职业综合英语英语 1 1Unit 7 Customer Servicen.n.the act of sharing things among a large group

36、of people in a planned wayReading Adistributione.g.e.g.The distribution of the food supplies in the earthquake area began two days ago.第38页职业综合职业综合英语英语 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?

37、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 cust

38、omers and keep bias to a minimum.Reading A第39页职业综合职业综合英语英语 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 t

39、o know”.It should pay much attention to the distribution and collection process.Reading A第40页职业综合职业综合英语英语 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

40、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 measur

41、ement.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

42、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第41页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceBusiness K

43、now-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;An

44、alyze the dataproduce the findings.第42页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceReading BReading BTextTask 1Task 2第43页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceText B-1Motorola Limited WarrantyReading B This limited warranty applies as follows to new Products,Accessories and Software purchased by consume

45、rs 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 C

46、D-ROMs that contain the software.第44页职业综合职业综合英语英语 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 Softw

47、are,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.第45页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceB-Trans-1Rea

48、ding B摩托罗拉有限产品质量确保书摩托罗拉有限产品质量确保书 本本有有限限产产品品质质量量确确保保书书适适合合用用于于消消费费者者在在美美国或加拿大购置以下新产品、附件和软件。国或加拿大购置以下新产品、附件和软件。*只适合用于含有该软件只适合用于含有该软件CD-ROMCD-ROM上缺点。上缺点。第46页职业综合职业综合英语英语 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 954-954-72

49、3-4910723-4910 或访问我们网站：或访问我们网站：http:/ 您您将将取取得得怎怎样样将将您您产产品品、附附件件或或软软件件寄寄送送给给摩摩托托罗拉授权维修点指示。寄送费用自理。罗拉授权维修点指示。寄送费用自理。为了取得售后服务，您必须随件附上：为了取得售后服务，您必须随件附上：(a)(a)收据复印件或其它购货凭证；收据复印件或其它购货凭证；(b)(b)产品问题书面描述；产品问题书面描述；(c)(c)您地址和电话号码您地址和电话号码这是最主要。这是最主要。第47页职业综合职业综合英语英语 1 1Unit 7 Customer ServiceB-Task 1Reading BTas

50、k 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