Passage 5-6.docVIP

Passage 5 High- quality customer service is preached by many, but actually keeping customers happy is easier said than done. 很多人宣扬要为顾客提供高质量的服务，但实际上让顾客满意说起来容易做起来难。 Do not preach to me. 别对我说教。 We preach freedom around the world. 向世界宣传自由。 For many years I have preached against war. 我多年都在进行反战宣传。 He ought to practice what he preaches. 他应该以身作则。 3，easier said than done 说起来容易做起来难 只说不做：be all talk and no deed 语言的巨人，行动的矮子： the greatest talkers are always least doers. Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers--- and anyone who will listen. [21]顾客很少直接向零售商店的经理或店主投诉，而是会将他们不愉快的购物经历告诉他们的朋友、亲戚、同事、陌生人——以及任何愿意听他们抱怨的人。 Complain of/ about sth to sb 向某人抱怨某事， Complaining adj.抱怨的 Complaint n. 抱怨，诉苦，控告 There is no reason for complaint. 没有抱怨的理由。 5, retail n. 零售 sell sth by retail Adj. 零售的 the retail price ---wholesale price adv. 以零售方式 sell their goods retail v. 零售 retail at 5 yuan/ retail goods retailer –零售商 retail store 零售店 flagship store 旗舰店 6，alert n. 警戒，警报 Be on the alert for 对…保持警觉 Adj.留心的，小心的，细心的Be alert in doing sth 灵敏的，警惕的 Be alert to sth v.发出警报 alter sb to The doctor alerted me to the danger of a heart attack. Alarm n/v 恐慌，惊恐，警报，向…告急 a fire alarm 火警 Give the alarm to 给予警告 Warning n. 警告，警戒，教训，前兆 ---warn take warning from 吸取教训 adj. 警告的，警报的，预先的 a warning line 警告线，预警线deadline alter v. 改变，修改 alter sb’s mind 改变主意 alter for the better/ worse 变好，变坏 alternative adj. 可供选择的，n. 可供选择的事物 alternate adj. 交替的，轮流的 v.交替 ---shift 7, co-work n.合作者 (copartner/ co-operator/ collaborator) Cooperate v. 合作，配合 cooperate with sb Corporate adj. 公司的，全体的，共同的 A corporate body 法人（团体） Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School. 维德集团和沃顿商学院共同开展的一项研究显示，商店经理常常是最后一个听到顾客抱怨的人，而且只有当他们的老顾客开始频频光顾他们的竞争对手的时候，他们才会发现顾客对他们的不满。Adj.