新职业英语 职业综合英语 1 ENGLISH FOR CAREERS Unit 7 Customer Service Unit 7.

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1 新职业英语 职业综合英语 1 ENGLISH FOR CAREERS Unit 7 Customer Service Unit 7

2 Listening & Speaking 4 Warming-up 1 Reading A 2 Reading B 3
Contents Listening & Speaking 4 Warming-up 1 Reading A 2 Reading B 3 Language Lab 7 Writing 5 Mini-project 6 < Back Next > Home

3 Task 1 Complete the following survey form about campus canteens.
Warming-up Warm-1-1 Task 1 Complete the following survey form about campus canteens. < Back Next > Home

4 Task 2 Suppose you are the CEO of the Campus Canteen
Warming-up 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? < Back Next > Home

5 Text Task 1 Task 2 Business Know-how Reading A < Back Next >
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6 Reading A Text A-1 声音 翻译 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 successful conclusion of my diet. < Back Next > Home

7 Reading A Text A-2 声音 翻译 The food, as always, was wonderful. The service was even better than usual. I really would have given the restaurant top marks on every item—but I didn't. Why? We'll see in a moment. < Back Next > Home

8 Reading A Text A-3 声音 翻译 It is admirable for an organization to want 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 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. < Back Next > Home

9 Reading A Text A-4 声音 翻译 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”. 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 already 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. < Back Next > Home

10 Reading A Text A-5 声音 翻译 As much 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. < Back Next > Home

11 Reading A Text A-6 声音 翻译 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 restaurant. < Back Next > Home

12 Reading A Text A-7 声音 翻译 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 questionnaire design. < Back Next > Home

13 Reading A A-Trans-1 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。 < Back

14 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-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。 < Back

15 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。 < Back

16 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。 < Back

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。
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。 < Back

18 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。 < Back

19 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 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。 < Back

20 e.g. He went off driving after the accident.
Reading A go off to stop e.g. He went off driving after the accident. < Back

21 v. to have earned something by good or bad actions or behavior
Reading A deserve v. to have earned something by good or bad actions or behavior e.g. You’ve been working all the morning—I think you deserve a rest. < Back

22 v. to increase in weight, speed, height or value
Reading A gain v. to increase in weight, speed, height or value e.g. Last week I gained another five pounds. < Back

23 a. having many good qualities that people respect and admire
Reading A admirable a. having many good qualities that people respect and admire e.g. This essay is admirable in all respects. < Back

24 v. to judge the importance or value of something
Reading A measure v. to judge the importance or value of something e.g. Education shouldn’t be measured only by examination results. < Back

25 e.g. It was the worst day in my entire life.
Reading A entire a. whole; complete e.g. It was the worst day in my entire life. < Back

26 v. to take action or put into practice
Reading A implement v. to take action or put into practice e.g. We have decided to implement the president’s suggestion in full. < Back

27 e.g. 1. My grandfather established the family business in 1938.
Reading A establish v. to start; to set up e.g. 1. My grandfather established the family business in 1938. 2. The relationships between the two companies were established two years ago. < Back

28 v. to get something especially by means of effort
Reading A obtain v. to get something especially by means of effort e.g. We wish to obtain first-hand information. < Back

29 a. unusual, single and different from others
Reading A particular a. unusual, single and different from others e.g. They have conducted a research in this particular field. < Back

30 n. a general examination or study (of conditions,
Reading A survey n. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questions e.g. A recent survey shows that many teenagers spend three hours a day playing computer games. < Back

31 n. opinion given briefly in speech or writing about
Reading A comment n. opinion given briefly in speech or writing about something or someone e.g. Do you have any comments to make upon my story? < Back

32 to complete (a form) by answering the questions in the spaces provided
Reading A fill out to complete (a form) by answering the questions in the spaces provided e.g. Could you fill out this application form quickly? < Back

33 v. to put something down in a particular place; to put
Reading A deposit 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 e.g. 1. She deposited her case in the corner. 2. You are advised to deposit your valuables in the hotel safe. < Back

34 to think very carefully about something
Reading A think twice to think very carefully about something e.g. The teacher advised him to think twice before deciding to quit school. < Back

35 in existence and ready to be used
Reading A in place in existence and ready to be used e.g. The new regulations are now in place. < Back

36 to give something to each member of a group
Reading A hand out to give something to each member of a group e.g. Could you start handing these books out, please? < Back

37 v. to strongly advise someone to do something
Reading A urge v. to strongly advise someone to do something e.g. Brown urged her to reconsider his decision. < Back

38 n. the act of sharing things among a large group of
Reading A distribution n. the act of sharing things among a large group of people in a planned way e.g. The distribution of the food supplies in the earthquake area began two days ago. < Back

39 Where does the writer most probably live?
Reading A 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 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. < Back Next > Home

40 4. What did the owner’s note in the questionnaire begin with?
Reading A A-Task 1-2 4. What did the owner’s 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. < Back Next > Home

41 Reading A A-Task 2 Task 2 Decide whether the following statements are true (T) or false (F) according to the passage. ( ) 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. ( ) 3. The owner of the restaurant didn’t really want to measure customer satisfaction. ( ) 4. The writer hadn’t 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 < Back Next > Home

42 Conducting a Survey learn; Business Know-how
● Establish the goals of the project—what 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 data—produce the findings. < Back Next > Home

43 Reading B Reading B Text Task 1 Task 2 < Back Next > Home

44 Motorola Limited Warranty
Reading B Text B-1 翻译 Motorola Limited Warranty This limited warranty applies as follows to new Products, Accessories and Software purchased by consumers in the United States or Canada. COVERAGE LENGTH OF COVERAGE Products One (1) year from the date of purchase by the first consumer purchaser. Accessories Software * Ninety (90) days from the date of purchase. * Applies only to defects in the CD-ROMs that contain the software. < Back Next > Home

45 To obtain service or information, please call:
Reading B Text B-2 翻译 To obtain service or information, please call: Motorola Customer Services or Or visit us online at You 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. < Back Next > Home

46 摩托罗拉有限产品质量保证书 本有限产品质量保证书适用于消费者在美国或加拿大购买的下列新产品、附件和软件。
Reading B B-Trans-1 摩托罗拉有限产品质量保证书 本有限产品质量保证书适用于消费者在美国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CD-ROM上的缺陷。 < Back

47 或访问我们的网站： http://www.motorola.com/iden/support
Reading B B-Trans-2 如需售后服务或信息，请致电： 摩托罗拉客服电话： 或 或访问我们的网站： 您将获得如何将您的产品、附件或软件寄送给摩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： (a) 收据的复印件或其他购货凭证； (b) 产品问题的书面描述； (c) 您的地址和电话号码——这是最重要的。 < Back

48 Reading B B-Task 1 Task 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. F T F F F < Back Next > Home

49 Task 2 Fill in the flow chart to illustrate how to obtain a repair
Reading B B-Task 2 Task 2 Fill in the flow chart to illustrate how to obtain a repair service from Motorola, Inc. and explain it to your partner. Call _________________________________; Or visit online at __ _________ _____ __. or Provide ___ __ _ or other proof of purchase; Describe ___________; Give ___ __________________. a copy of your receipt the problem your address and telephone number a Motorola Authorized Ship the product to ___ _ Repair Center . < Back Next > Home

50 Task 1 Task 2 Task 3 Task 4 Task 5 Listening & Speaking < Back
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51 Task 1 Ella Black is talking about the delay of an order with
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: We’ve checked the order, and it last Friday. I’m 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 don’t get it by then? Our manager your service. This is our first order, and things like this shouldn’t have happened. W: I fully understand your position at this moment. . I do hope this incident won’t affect our future business relations. M: Well, I hope so. should have reached you because of the delay you’ll get it next Monday isn’t satisfied with This will never happen again < Back Next > Home

52 Task 2 Lisa is Mr. Haywood’s secretary. She is talking with Robert
Listening & Speaking L-Task 2 Task 2 Lisa is Mr. Haywood’s 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. 1. A. Because he’s out on business. B. Because he didn’t receive Mr. Rowley’s messages. C. Because Lisa didn’t 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. Script < Back Next > Home

53 Listening & Speaking L-2-Script Task 2 Script < Back

54 Task 3 A customer is complaining to a shop assistant about a box
Listening & Speaking L-Task 3 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 are true or false. Then write key words to support your answers. 1. The woman bought a box of printing paper last week. True False 2. On the box of the printing paper it says B5. 3. The woman demanded a refund of pounds. 4. The assistant would call their other branch to see if they have any. √ yesterday √ √ 12.35 pounds √ Script < Back Next > Home

55 Listening & Speaking L-3-Script Task 3 Script < Back

56 Task 4 Sophia is receiving a phone call from a customer. Complete
Listening & Speaking L-Task 4 Task 4 Sophia is receiving a phone call from a customer. Complete the Customer Service Help Form with what you hear. Customer Service Help Form Name of customer Eddie Edwards__________ Address Twyford Avenue______ Phone No ( )_ Product a SONY ( ) Problem It won’t record.______ When purchased ( ) Length of guarantee ( ) years_ Customer has receipt? Yes□/No□__________ Customer has guarantee certificate? 5. Yes□/No□__________ DVD player one week ago three √ √ Script < Back Next > Home

57 Listening & Speaking L-4-Script Task 4 Script < Back

58 listen and take notes making promises
Listening & Speaking L-Task 5-1 Task 5 Listen to the passage twice and fill in the blanks with what you hear. 声音 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 promise—because nothing annoys customers more than a broken promise. listen and take notes making promises < Back Next > Home

59 Listening & Speaking L-Task 5-2 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 problem, 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 replacement apologize for < Back Next > Home

60 Writing Writing Task 1 Task 2 < Back Next > Home

61 We will send you Please accept our apology
Writing W-Task 1 Task 1 Complete the following letter of adjustment with the given expressions. We will send you Please accept our apology Thank you for your letter We are so sorry that 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 inconvenience it has caused. Yours sincerely, Emily Watson Customer Service Manager Thank you for your letter We are so sorry that We will send you Please accept our apology < Back Next > Home

62 Writing W-Task 2 Task 2 Suppose you are the customer service manager of your company. Write a letter of adjustment to the letter of complaint in Task 1 on Page 90. Sample Dear Mr. Walters, Thank you for your letter of November 15. We are so sorry that the goods you received have not been supplied correctly. It might have been an error during shipment. We will make up the shortfall as soon as possible, and promise that such things will never happen again. Please accept our apology for the inconvenience it has caused. Yours sincerely, Wang Yi Customer Service Manager < Back Next > Home

63 Mini-project Mini Work in groups. Each group asks ten students to fill in the questionnaire below about their use of mobile phones and then draft a summary of the survey results. ● Work in groups; ● Refer to the sample on Page 106; ● To do a research and then analyze the data collected; ● In-class presentation. < Back Next > Home

64 Task 1 Task 2 Task 3 Task 4 Task 5 Language Lab < Back Next >
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65 Task 1 Match the words or phrases on the left with their
Language Lab LL-Task 1 Task 1 Match the words or phrases on the left with their meanings on the right. ( ) 1. deserve ( ) 2. entire ( ) 3. survey ( ) 4. gain ( ) 5. particular ( ) 6. urge ( ) 7. comment ( ) 8. implement ( ) 9. establish ( ) 10. in place C A. have an increase in B. in existence and ready to be used C. have earned something by good or bad actions or behavior D. strongly advise someone to do something E. take action or put into practice F. opinion given briefly in speech or writing about something or someone G. set up; start H. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questions I. unusual, single and different from others J. whole; complete J H A I D F E G B < Back Next > Home

66 Task 2 Complete the sentences with the following words or
Language Lab LL-Task 2 Task 2 Complete the sentences with the following words or phrases. Change the form if necessary. comment think twice implement go off fill out After Tom passed his driving test, he ________ an application for his driver’s license. 2. Mary and I have __________ cooking, so we live on salads these days. 3. If I were you, I’d __________ before investing the money in that business. 4. He had read the novel himself, and made quite a few __________ on it. 5. The committee’s suggestion will be _______ __ once the president gives the permission. filled out gone off think twice comments implemented < Back Next > Home

67 Task 3 Rewrite the following sentences after the models.
Language Lab LL-Task 3-1 Task 3 Rewrite the following sentences after the models. Model 1: An organization wants to measure customer satisfaction. That is admirable. It is admirable for an organization to want to measure customer satisfaction. 1. I will translate this article. That will be difficult. It will be difficult for me to translate this article. 2. The policeman has explained to him what had happened. That is necessary. It is necessary for the policeman to have explained to him what had happened. 3. The lost children will find their way home. That won’t be possible. It won’t be possible for the lost children to find their way home. < Back Next > Home

68 It rained for two weeks continuously. That completely ruined
Language Lab LL-Task 3-2 Model 2: One side of the questionnaire contained a note from the owner. The note began with the words “I really want to know”. One side of the questionnaire contained a note from the owner, beginning with the words “I really want to know”. It rained for two weeks continuously. That completely ruined our holiday. It rained for two weeks continuously, completely ruining our holiday. 2. They came into the office. They were singing and laughing. They came into the office, singing and laughing. 3. The secretary worked late into the night. She was preparing a long speech for the manager. The secretary worked late into the night, preparing a long speech for the manager. < Back Next > Home

69 Task 4 Choose the best answers to complete the following passage.
Language Lab LL-Task 4-1 Task 4 Choose the best answers to complete the following passage. Who was it that said—“The customer is always right”? Maybe the customer isn’t always right, but if you want to keep them, make sure they like you. Run your eyes down the following list and see how many you can tick off: * We always have a smile for every customer. * We are warm and to all customers. * We listen carefully and make it obvious that we’re listening. * We give the impression that we care and are in the customers. * We understand problems and complaints and quickly. * We occasionally do something to pleasantly the * We always keep our * We give the impression that we’re fun to < Back Next > Home

70 Language Lab LL-Task 4-2 * We treat the customers the way they want , not the way we want them to be treated. How well did you do? If you’ve got a lot of ticks, then you probably have lots of customers who like you. Run your eyes down that list again and the word “customers” with the words “employees” or “staff colleagues”. How many ticks did you get this time? Lots of ticks mean your staff like you and it probably follows that your customers do ( ) 1. A. same B. different C. real D. false ( ) 2. A. excited B. friendly C. eager D. nervous ( ) 3. A. engaged B. involved C. busy D. interested ( ) 4. A. forget B. reply C. change D. leave ( ) 5. A. surprise B. frighten C. cheat D. educate ( ) 6. A. notes B. promises C. goods D. money ( ) 7. A. fight back B. compare with C. quarrel with D. deal with ( ) 8. A. to treat B. treated C. to be treated D. being treated ( ) 9. A. replace B. change C. take D. use ( )10.A. neither B. as well as C. either D. as well C B D B A B D C A D < Back Next > Home

71 1. 这个问题值得认真考虑。(deserve) This question deserves careful consideration.
Language Lab LL-Task 5-1 Task 5 Translate the following into English using the given words or phrases. 1. 这个问题值得认真考虑。(deserve) This question deserves careful consideration. 2. 我认为她的体重在增加。(gain) I think she’s gaining weight. 3. 尽管我很不喜欢，但今晚我必须呆在家里学习。(as much as) As much as I hate to do it, I must stay home and study tonight. 4. 他从未按时完成过一个项目。(complete) He has never completed a project on time. < Back Next > Home

72 They urged us to give our support. 6. 如果你发现这部手机有问题，可以要求退款。(defect)
Language Lab LL-Task 5-2 5. 他们敦促我们给予支持。(urge) They urged us to give our support. 6. 如果你发现这部手机有问题，可以要求退款。(defect) You can ask for a refund if you find any defects in this mobile phone. 7. 经理授权我在他出差期间代表他行事。(authorize) The manager authorized me to act for him while he was on business. 8. 他自己出钱印他的书。(at one’s expense) He had his book printed at his own expense. < Back Next > Home

73 新职业英语 职业综合英语 1 ENGLISH FOR CAREERS Thank you! Thank You!