新职业英语职业综合英语1Unit7PPT教案.pptxVIP

职业综合英语1Unit7CustomerService新职业英语郑州城市学院张洁

Mini-ProjectWritingListening＆SpeakingLanguageLabWarming-upReadingBReadingAUnit7CustomerService

tasksTask1:Completethefollowingsurveyformaboutcampuscanteens.Task2Unit7CustomerService

Unit7CustomerService

SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?

ReadingA01Text02Task103Task204BusinessKnow-how05ReadingA06

Unit7CustomerServicePara301Para402Para503Para604Para205Para106Para707ReadingA08

IReallyWanttoKnowFridaynightIwentoffmydiet.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。ReadingAUnit7CustomerService

Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.Ireallywouldhavegiventherestauranttopmarksoneveryitem—butIdidnt.Why?Wellseeinamoment.ReadingAUnit7CustomerService

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。ReadingAUnit7CustomerService

Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.ReadingAUnit7CustomerService

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