新职业英语职业综合英语Unit7CustomerService

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1、Unit7职业综合英语1ENGLISHFORCAREERSUnit7CustomerService新职业英语ContentsListening&Speaking4Warming-up1ReadingA2ReadingB3LanguageLab7LanguageLab7Writing5Mini-project6Warm-1-1Task1Completethefollowingsurveyformaboutcampuscanteens.Warm-1-2Task2SupposeyouaretheCEOoft

2、heCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?ReadingAReadingATextTask1Task2BusinessKnow-howTextA-1IReallyWanttoKnowFridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthet

3、wentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.ReadingATextA-2Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.Ireallywouldhaveg

4、iventherestauranttopmarksoneveryitem—butIdidn't.Why?We'llseeinamoment.ReadingATextA-3Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofini

5、sh.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularresta

6、urantfailed.ReadingATextA-4Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnai

7、recontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”bo

8、xes.ReadingATextA-5AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.ReadingATextA-6Theowneroftherestauran