职业综合英语1教师用书U7

职业综合 英语 关于好奇心的名言警句英语高中英语词汇下载高中英语词汇 下载英语衡水体下载小学英语关于形容词和副词的题 1教师用书U7CustomerServiceUnit7Warming-upTask1Objective:Sslearnhowtocollectcustomeropinionsthroughasurvey.Steps:•Explainbrieflywhatasurveyis.E.g.“Asurveyisamethodofgatheringinformationfromasampleofindividuals.Thegoalistofindoutpeople’sstandoropiniononcertainmatters.”•Explainanydifficultwordsinthesurveyform.•AskSstocompletethesurveyindividually.Task2Objective:Sscananalyzedata,findproblemsandgivesolutions.Steps:•SsreadWarming-upTask2.•Dividetheclassintogroupsof4-6studentsandaskeachgrouptocollectandanalyzethedata.•Asksomegroupstopresenttheirconclusionsandsolutionstotheclass.•Commentbrieflyontheirwork.BackgroundInformationHowtodealwithcomplaintsEventhebestbusinesswillreceiveanoccasionalcustomercomplaint.Knowinghowtoresolvethesecomplaintswillhelpyougainloyalcustomerswhowillthenreferotherstoyourbusiness.Herearesomeimportanttips:1.Listencarefullytothecustomerandgatherasmuchinformationaspossible.2.Restatethecomplaintasyouunderstandit.Thisensuresthatyoucompletelyunderstandwhatthesituationis.3.Resolvetheproblemasquicklyaspossible.Tellthecustomeryouaresorryforwhathappenedandaskwhatyoucandotomakethisright.Donotarguewiththecustomer,eventhoughyouarerightanddonotbecomedefensive.4.Aftercorrectingtheproblem,thankthecustomerforbringingittoyourattention.Rememberthatthecustomermaynotalwaysberight,butanunhappycustomertreatedrightmaywellbeoneofyourmostloyalcustomers.T-98CustomerServiceUnit7ReadingATranslation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。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。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。话说我们喝完咖啡之后，侍者拿来了账单。与账单附在一起的，还有一份简要的顾客满意度调查问卷。问卷的一面是餐馆老板的一份说明，开头写着“我真的很想知道”；另一面是一些 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 的测量项目，以及顾客填写意见的空白处。有一点不同的是，这份调查问卷已经由侍者填完了。在“很好”、“好”和“有待提高”三个级别上，侍者已经在所有“很好”的方框内划了一条线。尽管我很满意这家餐馆的服务，我也不打算把一份已由别人完成了的调查问卷放到意见箱里。然而，很多人却会不假思索就将这种问卷交回。如此进行顾客满意度调查，这家餐馆的老板只是在愚弄自己罢了。如果他“真的很想知道”，在顾客离开时，让人给他们分发一些邮资已付的调查问卷，会对他更有好处。如果你正在进行或者正打算进行顾客满意度调查，我们强烈建议你除了注重问卷的设计外，也要特别注意问卷的发放和回收过程。T-99CustomerServiceUnit7LanguagePointsParagraph1gooff:tostope.g.Hewentoffdrivingaftertheaccident.deserve:v.tohaveearnedsomethingbygoodorbadactionsorbehaviore.g.You’vebeenworkingallthemorning—Ithinkyoudeservearest.gain:v.toincreaseinweight,speed,heightorvaluee.g.LastweekIgainedanotherfivepounds.Paragraph3admirable:a.havingmanygoodqualitiesthatpeoplerespectandadmiree.g.Thisessayisadmirableinallrespects.measure:v.tojudgetheimportanceorvalueofsomethinge.g.Educationshouldn’tbemeasuredonlybyexaminationresults.entire:a.whole;completee.g.Itwastheworstdayinmyentirelife.implement:v.totakeactionorputintopracticee.g.Wehavedecidedtoimplementthepresident’ssuggestioninfull.establish:v.tostart;tosetupe.g.Mygrandfatherestablishedthefamilybusinessin1938.Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsago.obtain:v.togetsomethingespeciallybymeansofefforte.g.Wewishtoobtainfirst-handinformation.particular:a.unusual,singleanddifferentfromotherse.g.Theyhaveconductedaresearchinthisparticularfield.Paragraph4survey:n.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionse.g.Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames.comment:n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeonee.g.Doyouhaveanycommentstomakeuponmystory?fillout:tocomplete(aform)byansweringthequestionsinthespacesprovidede.g.Couldyoufilloutthisapplicationformquickly?Paragraph5deposit:v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafee.g.Shedepositedhercaseinthecorner.Youareadvisedtodeposityourvaluablesinthehotelsafe.thinktwice:tothinkverycarefullyaboutsomethinge.g.Theteacheradvisedhimtothinktwicebeforedecidingtoquitschool.Paragraph6inplace:inexistenceandreadytobeusede.g.Thenewregulationsarenowinplace.handout:togivesomethingtoeachmemberofagroupe.g.Couldyoustarthandingthesebooksout,please?Paragraph7urge:v.tostronglyadvisesomeonetodosomethinge.g.Brownurgedhertoreconsiderhisdecision.distribution:n.theactofsharingthingsamongalargegroupofpeopleinaplannedwaye.g.Thedistributionofthefoodsuppliesintheearthquakeareabegantwodaysago.Task1SuggestedAnswers1.Houston.2.Becausetheywantedtocelebratethesuccessfulconclusionofhisdiet.3.Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum.4.Itbeganwiththewords“Ireallywanttoknow”.5.Itshouldpaymuchattentiontothedistributionandcollectionprocess.Task2Key1.F2.T3.T4.F5.TT-100CustomerServiceUnit7ReadingBTranslation摩托罗拉有限产品质量保证书本有限产品质量保证书适用于消费者在美国或加拿大购买的下列新产品、附件和软件。承保范围承保期限产品首位消费者购买日后一年附件首位消费者购买日后一年软件*购买日后九十天*只适用于含有该软件的CD-ROM上的缺陷。如需售后服务或信息，请致电：摩托罗拉客服电话：1-800-453-0920或954-723-4910或访问我们的网站：http://www.motorola.com/iden/support您将获得如何将您的产品、附件或软件寄送给摩托罗拉授权维修点的指示。寄送费用自理。为了获得售后服务，您必须随件附上：(a)收据的复印件或其他购货凭证；(b)产品问题的书面描述；(c)您的地址和电话号码——这是最重要的。T-101CustomerServiceUnit7Task1Key1.F2.T3.F4.F5.FTask2KeyCall1-800-453-0920or954-723-4910;Orvisitonlineathttp://www.motorola.com/iden/support.Provideacopyofyourreceiptorotherproofofpurchase;Describetheproblem;Giveyouraddressandtelephonenumber.ShiptheproducttoaMotorolaAuthorizedRepairCenter.T-102CustomerServiceUnit7Listening&SpeakingTask1Script&Key:W:We’vecheckedtheorder,anditshouldhavereachedyoulastFriday.I’msosorryaboutthat.M:Youknowweareadesigncompany;ourworkcannotbedonewithoutcomputers.Ourworkhasbeenaffectedbecauseofthedelay.W:Sorry,sir.Wepromiseyou’llgetitnextMonday.M:Whatifwedon’tgetitbythen?Ourmanagerisn’tsatisfiedwithyourservice.Thisisourfirstorder,andthingslikethisshouldn’thavehappened.W:Ifullyunderstandyourpositionatthismoment.Thiswillneverhappenagain.Idohopethisincidentwon’taffectourfuturebusinessrelations.M:Well,Ihopeso.Task2Script:W:Hello,GeneralManager’sOffice.ThisisLisaspeaking.CanIhelpyou?M:Hello,Lisa.ThisisRobertRowley.I’dliketospeaktoMr.Haywood,please.W:Unfortunately,he’soutonbusinesstoday.M:Oh,mygoodness!Thisisridiculous!I’vecalledhimthreetimesthisweek.IleftmessagesonhisvoicemailwhenIcalledhimlastweek,buthenevercallsmeback!W:I’mreallyverysorryaboutthat!IknowthatMr.Haywoodhasbeenverybusyrecently.M:Well,tellhimifhedoesn’tcallmebytheendoftheweek,I’llhavetothinkagainaboutdoingbusinesswithhim!W:Mr.Rowley,IknowthatMr.Haywoodisdefinitelyintheofficetomorrow,soI’lllethimknowyouhavetriedtocallhimandI’llgethimtocallyouback.Onceagain,I’mterriblysorry…M:That’sallright.Iknowitisn’tyourfault.Q1:Whydoesn’tMr.HaywoodcallMr.Rowleyback?Q2:HowmanytimeshasMr.RowleycalledMr.Haywoodthisweek?Q3:WhenwillMr.Haywoodbeintheoffice?Key1.D2.B3.CTask3Script:W:Morning.Iboughtthisboxofprintingpaperyesterday,butit’snottherightsize—itshouldbeB5.M:Oh,I’msorryaboutthat.Um…itsaysB5onthebox.W:Yes,Iknow,butifyouopenityou’llseeit’salargersize,maybeit’sA4.M:Yeah,soitis.I’mverysorry.I’llgetyouanotherbox.W:OK,thanks.M:I’mterriblysorry,butwehaven’tgotanotherboxinstock.W:Oh,no!M:Er…waitaminute,I’llcallourotherbranchtoseeiftheyhaveany.W:Don’tbother.I’dpreferarefund.M:Ofcourse.That’s12.35pounds.Hereyouare.Sorryaboutthat!W:That’sallright,thanksanyway.Bye.M:Bye.Key1.F yesterday2.T3.F12.35pounds4.TT-103CustomerServiceUnit7Task4Script:W:Hello,canIhelpyou?M:Yeah.I’vegotaproblemwithaSONYDVDplayerthatIboughtfromyourshop.Itwon’trecordwhenIsetthetimer.W:Howlonghaveyouhadit?M:Onlyoneweek.Ithinkit’sgotathree-yearguarantee.TheproblemisthatIcan’tfindtheguaranteecertificate.W:Haveyougotyourreceipt?M:Yes,I’vegotthesalesreceipt.Uh,shouldIbringitbacktoyou?W:Ofcourse.First,I’lltakeyourname.JustletmegettheCustomerServiceHelpForm.Right.What’syourname,please?M:MynameisEddieEdwards.That’sE-D-W-A-R-D-S,Edwards.W:Yes,Mr.Edwards.Andtheaddress?M:It’s28TwyfordAvenue.W:MayIhaveyourphonenumber?M:Yes.077008865378.W:Isee.Allright,ifyoubringitback,remembertobringyourreceipt.M:OK.Thankyouverymuchforyourhelp.Bye.Key1.0770088653782.DVDplayer3.oneweekago4.three5.NoTask5Script&Key:Tobettercommunicatewithacomplainingcustomer,usethefollowingstepstohelpyouhandleandsolvetheproblem.Firstly,listenandtakenotes.Writedownanynames,dates,andmajorpointsofthecomplaint.Secondly,thinktwicebeforemakingpromises.Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced,butthinkbeforeyougiveanypromise—becausenothingannoyscustomersmorethanabrokenpromise.Thirdly,checkthefacts.Makesuretheinformationthecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself.Thelaststepistooffersolutions.Whenthecustomercomplains,youshouldalwaysofferhimasolutiontotheproblem.Ifyoucannotdirectlyfixtheproblem,offerhimsomethingelsetotryandkeephimsatisfied.Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone,suchas,toofferareplacement,refundthemoney,offerarepair,offeradiscountonthenextpurchase,andapologizefortheinconveniencecaused.Task6(Omitted)TipsDos1.Alwaysassumethecustomerhasanauthenticcomplaint.2.Listen.Don’tinterrupt.3.Don’thurry.Letthecustomersayeverythinghe/shewantstosay.4.Askquestionsandtakenotes.5.Acceptblamewhenappropriate.6.Apologizeevenifyouorthecompanymaynotbeatfault.7.Neverpromisewhatyoucan’tdeliver.8.Ifyoucan’tprovidesatisfaction,trytoreferthecustomertosomeonewhocan.9.Trytogivesomechoicesorremedies.10.Ifpossible,doalittlemorethanthecustomerexpects.Don’ts1.Don’tfailtolisten.2.Don’tbecomedefensive.3.Don’targueorgetangry.4.Don’tbelittlethecomplaint.5.Don’tdenyanyresponsibilityorwrongdoing.6.Don’tgivefalseexcusesorblameothers.7.Don’ttrytoconfusethecustomerwithjargonordoubletalk.8.Don’trefusetoofferanyassistance.9.Don’ttalkdowntothecustomer.10.Don’tofferonlytokenremedies.T-104CustomerServiceUnit7WritingLetterofAdjustmentTask1KeyDearMr.Benson,ThankyouforyourletterofMarch12.Wearesosorrythatthecomputeryouboughtfromusarrivedinsuchpoorcondition.Itmighthavebeendamagedduringshipment.Wewillsendyouanewcomputerassoonaspossible.Toensureitreachesyousafely,itwillbedouble-packedthistime.Pleaseacceptourapologyfortheinconvenienceithascaused.Yourssincerely,EmilyWatsonEmilyWatsonCustomerServiceManagerTask2SampleDearMr.Walters,ThankyouforyourletterofNovember15.Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly.Itmighthavebeenanerrorduringshipment.Wewillmakeuptheshortfallassoonaspossible,andpromisethatsuchthingswillneverhappenagain.Pleaseacceptourapologyfortheinconvenienceithascaused.Yourssincerely,WangYiWangYiCustomerServiceManagerT-105CustomerServiceUnit7Mini-projectThisprojectasksSstodoasurveyoncustomersatisfactionwithmobilephones.IthelpsSstodevelopinterviewskillsandcompetenceindataanalysis.TheyareencouragedtousethequestionnaireonSs’bookstodoaresearchandthenanalyzethedatacollected.Inordertocompleteitsuccessfully,Ssshouldusetheknowledgeandskillsthey’velearnedfromotheractivitiesintheunit.Steps:•Grouping.Dividetheclassintogroups.•Definingtheproject.Gothroughtheprojectwiththeclassandclarifyrequirements.YouareadvisedtodoitafterSsstudyReadingA.•Timing&cooperation.GiveSsthedeadlineforcompletionandguidelinesonworkingtogether.•Presentation.Sspresenttheirevidenceforcompletion.Inthisproject,theyneedtohandinawrittensummaryofthesurveyresultsandthetenquestionnairestheyhavecollected.Askthemtodoitaftertheystudythewholeunit.Note:•Questionnairedesigncanbeverycomplicatedandtime-consuming.Itisnotsuggestedtodealwiththedetails.T-106CustomerServiceUnit7LanguageLabTask1Key1.C2.J3.H4.A5.I6.D7.F8.E9.G10.BTask2Task3KeyModel11.Itwillbedifficultformetotranslatethisarticle.2.Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Itwon’tbepossibleforthelostchildrentofindtheirwayhome.Key1.filledout2.goneoff3.thinktwice4.comments5.implementedT-107CustomerServiceUnit7Model21.Itrainedfortwoweekscontinuously,completelyruiningourholiday.2.Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight,preparingalongspeechforthemanager.Task4Key1.C2.B3.D4.B5.A6.B7.D8.C9.A10.DT-108CustomerServiceUnit7Task5Key1.Thisquestiondeservescarefulconsideration.2.Ithinkshe’sgainingweight.3.AsmuchasIhatetodoit,Imuststayhomeandstudytonight.4.Hehasnevercompletedaprojectontime.5.Theyurgedustogiveoursupport.6.Youcanaskforarefundifyoufindanydefectsinthismobilephone.7.Themanagerauthorizedmetoactforhimwhilehewasonbusiness.8.Hehadhisbookprintedathisownexpense.T-109CustomerServiceUnit7Task1Choosethebestanswertocompleteeachofthefollowingsentences.1.Thepoliceaskedthechildren  Ccrossthestreetthetrafficlightsturnedgreen.A.not;beforeB.don’t;whenC.notto;untilD.not;after2.IwaslateforclassyesterdayDtherewassomethingwrongwithmybike.A.whenB.thatC.untilD.because3.I’llgoswimmingwithyouifI  Cfreetomorrow.A.willbeB.shallbeC.amD.was4.Intheexam,the  Cyouare,themistakesyouwillmake.A.careful;littleB.morecareful;fewestC.morecareful;fewerD.morecareful;less5.YoushouldfinishyourlessonsAyougoouttoplay.A.beforeB.afterC.whenD.while6.Ihurried  BIwasn’tlateforclass.A.sinceB.sothatC.asifD.unless7.Whenyoureadthebook,you’dbettermakeamarkCyouhaveanyquestions.A.whichB.thatC.whereD.though8.TheteacherraisedhisvoiceDallthestudentscouldhearhim.A.forB.sothatC.becauseD.inorderthat9.HetookoffhiscoatDhefelthot.A.becauseofB.astoC.ifD.since10.ItisCthatwe’dliketogooutforawalk.A.alovelydayB.toolovelyadayC.solovelyadayD.suchlovelyadayTask2CompletethefollowingsentencesaccordingtothegivenChinese.1.Iamnotangrywithhim,nomatterwhatjokesheplaysonme. (不管他跟我开什么玩笑)2.Mrs.Brucewassokindtoherstudentsthattheyregardedherastheirmother.(以至于学生把她当作母亲)3.Ourparentswillbepleasedwithourperformancesolongaswetryourbest.(只要我们竭尽全力)4.WillyoupleasecallmeassoonasyougettoShanghai?(你一到上海)5.Noneofusknewwhathadhappeneduntiltheytoldus.(直到他们告诉我们)6.Althoughshewasverybusy(虽然她很忙),shekeptonlearningEnglishbyherself.7.Hewantstobeajournalistafterhegrowsup（.长大后）8.Nomatter(无论)whetheritiswindyorrainy,ourteacherisalwaysthefirsttogettoschool.9.Ifeveryone(如果人人)protectstheenvironment,theworldwillbecomemuchmorebeautiful.10.LiMingdidn’tcometoschoolbecausehewasill.(因为他病了)111(T-111)