新职业英语 职业综合英语1 Unit7 PPT教案.ppt

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1、职业综合英语1Unit7CustomerService新职业英语郑州城市学院张洁Mini-ProjectWritingListening＆SpeakingLanguageLabWarming-upReadingBReadingAUnit7CustomerServicetasksTask1:Completethefollowingsurveyformaboutcampuscanteens.Task2Unit7CustomerServiceWarming-upUnit7CustomerServiceWarming-upSupposeyo

2、uaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?ReadingATextTask1Task2BusinessKnow-howReadingAPara3Para4Para5Para6Para2Para1Para7ReadingAUnit7CustomerServiceIReallyWanttoKnowFridaynightIwe

3、ntoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.ReadingAUnit7CustomerService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

4、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。ReadingAUnit7CustomerServiceThefood,asalways,waswonderful.Theservicewasevenbetterthanusual.Ireallywouldhavegiventherestauranttopmarksoneveryitem—butIdidn't.Why?We'llseeinamoment.ReadingAUnit7CustomerServiceA-Tr

5、ans-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。ReadingAUnit7CustomerServiceItisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Prop

6、erquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.ReadingAUni

7、t7CustomerServiceA-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。ReadingAUnit7CustomerServiceAfterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheck

8、wasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireally