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ID:49807645
大小:3.90 MB
页数:74页
时间:2020-03-02
《新职业英语职业综合英语Unit 7 Customer Service.ppt》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、Unit7职业综合英语1ENGLISHFORCAREERSUnit7CustomerService新职业英语ContentsListening&Speaking4Warming-up1ReadingA2ReadingB3LanguageLab7LanguageLab7Writing5Mini-project6Warm-1-1Task1Completethefollowingsurveyformaboutcampuscanteens.Warm-1-2Task2SupposeyouaretheCEOoftheCampusCanteenCorporation.A
2、ccordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?ReadingAReadingATextTask1Task2BusinessKnow-howTextA-1IReallyWanttoKnowFridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurants
3、lastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.ReadingATextA-2Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.Ireallywouldhavegiventherestauranttopmarksoneveryitem—butIdidn't.Why?We'llseeinamoment.ReadingATextA-
4、3Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringda
5、tawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.ReadingATextA-4Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideo
6、fthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“exc
7、ellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.ReadingATextA-5AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.Read
8、ingATextA-6Theowneroftherestauran
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