新职业英语-Unit-7

Unit7CustomerServiceUnit7新职业英语Unit7CustomerServiceContentsBackNextHomeListening&Speaking4Warming-up1ReadingA2ReadingB3LanguageLab7LanguageLab7Writing5Mini-project6Unit7CustomerServiceWarm-1-1Warming-upTask1Completethefollowingsurveyformaboutcampuscanteens.BackNextHomeUnit7CustomerServiceWarm-1-2Warming-upBackNextHomeTask2SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?Unit7CustomerServiceReadingAReadingATextTask1Task2BusinessKnow-howBackNextHomeUnit7CustomerServiceTextA-1IReallyWanttoKnowFridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.BackNextHomeReadingAUnit7CustomerServiceTextA-2Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.Ireallywouldhavegiventherestauranttopmarksoneveryitem—butIdidn't.Why?We'llseeinamoment.BackNextReadingAHomeUnit7CustomerServiceTextA-3Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.BackNextReadingAHomeUnit7CustomerServiceTextA-4Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.BackNextReadingAHomeUnit7CustomerServiceTextA-5AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.BackNextReadingAHomeUnit7CustomerServiceTextA-6Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace.Ifhe“reallywantstoknow”,hewouldbebetteroffaskingsomeonetohandoutpostage-paidquestionnairestopeopleastheylefttherestaurant.BackNextReadingAHomeUnit7CustomerServiceTextA-7Ifyouhaveacustomersatisfactionmeasurementprograminplace,orifyouarethinkingofimplementingone,weurgeyoutogiveasmuchattentiontothedistributionandcollectionprocessasyoudotothequestionnairedesign.BackNextReadingAHomeUnit7CustomerServiceA-Trans-1ReadingABack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。Unit7CustomerServiceA-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。BackReadingAUnit7CustomerServiceA-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。ReadingABackUnit7CustomerServiceA-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。ReadingABackUnit7CustomerServiceA-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。ReadingABackUnit7CustomerServiceA-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。ReadingABackUnit7CustomerServiceA-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。ReadingABackUnit7CustomerServicetostopReadingAgooffe.g.Hewentoffdrivingaftertheaccident.BackUnit7CustomerServicee.g.You’vebeenworkingallthemorning—Ithinkyoudeservearest.ReadingAdeservev.tohaveearnedsomethingbygoodorbadactionsorbehaviorBackUnit7CustomerServicee.g.LastweekIgainedanotherfivepounds.ReadingAgainv.toincreaseinweight,speed,heightorvalueBackUnit7CustomerServicee.g.Thisessayisadmirableinallrespects.ReadingAadmirablea.havingmanygoodqualitiesthatpeoplerespectandadmireBackUnit7CustomerServicee.g.Educationshouldn’tbemeasuredonlybyexaminationresults.ReadingAmeasurev.tojudgetheimportanceorvalueofsomethingBackUnit7CustomerServicee.g.Itwastheworstdayinmyentirelife.ReadingAentirea.whole;completeBackUnit7CustomerServicee.g.Wehavedecidedtoimplementthepresident’ssuggestioninfull.ReadingAimplementv.totakeactionorputintopracticeBackUnit7CustomerServicee.g.1.Mygrandfatherestablishedthefamilybusinessin1938.2.Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsago.ReadingAestablishv.tostart;tosetupBackUnit7CustomerServicev.togetsomethingespeciallybymeansofeffortReadingAobtaine.g.Wewishtoobtainfirst-handinformation.BackUnit7CustomerServicee.g.Theyhaveconductedaresearchinthisparticularfield.ReadingAparticulara.unusual,singleanddifferentfromo