新职业英语1-基础篇-Unit 7 ppt课件

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War m1-2
Task 2 above,
Suppose you are the CEO of the Campus Canteen Corporation. According to the completed survey
are your customers satisfied? How could you make improvements?
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Reading A
deserve
v. to have earned something by good or bad actions or behavior
e.g. You’ve been working all the morning—I think you deserve a rest.
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e.g. This essay is admirable in all respects.
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Reading A
measure
v. to judge the importance or value of something e.g. Education shouldn’t be measured only by
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ReaTedxt ing A A-7
If you have a customer satisfaction measurement program in place, or if you are thinking of implementing one, we urge you to give as much attention to the distribution and collection process as you do to the questionnaire design.
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ReadAi-nTragns-1A
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。
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Reading A A-Trans-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。
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ReaTdexit ng A A-2
The food, as always, was wonderful. The service was even better than usual. I really would have given the restaurant top marks on every item—but I didn't. Why? We'll see in a moment.
examination results.
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Reading A
entire
a. whole; complete e.g. It was the worst day in my entire life.
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Reading A
implement
v. to take action or put into practice e.g. We have decided to implement the president’s
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Reading A A-Trans-7
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。
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Reading A
go off
to stop e.g. He went off driving after the accident.
field.
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Reading A
survey
n. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questions
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Reading A
obtain
v. to get something especially by means of effort e.g. We wish to obtain first-hand information.
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Reading A
particular
a. unusual, single and different from others e.g. They have conducted a research in this particular
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ReaTedxt ing A A-5
As much as I enjoyed the service, I was not about to deposit a questionnaire that somebody else had completed into a ballot box. However, many people would return such a questionnaire without thinking twice.
新职业英语 职业综合英语 1
第2版
Unit 7
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Conte nts
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Βιβλιοθήκη Baidu
Warming-up
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Reading A
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Reading B
4 Listening & Speaking
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5
Writing
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Mini-project
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Language Lab
Warm-1-1
Task 1 Complete the following survey form about campus canteens.
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ReaTedxt ing A A-6
The owner of the restaurant is only fooling himself by keeping the current customer satisfaction measurement program in place. If he “really wants to know”, he would be better off asking someone to hand out postage-paid questionnaires to people as they left the restaurant.
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Reading A A-Trans-5
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。
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Reading A A-Trans-6
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。
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Reading A A-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。
suggestion in full.
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Reading A
establish
v. to start; to set up
e.g. 1. My grandfather established the family business in 1938.
2. The relationships between the two companies were established two years ago.
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ReadReiadni g A ng A
Text Task 1 Task 2 Business Know-how
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ReadTexitng A A-1
I Really Want to Know
Friday night I went off my diet. I dare say I deserved a good meal after losing the twenty pounds I gained from too many trips to Manhattan restaurants last year. My wife and I went to one of our favorite Houston restaurants to celebrate the successful conclusion of my diet.
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ReadTeixnt g A A-3
It is admirable for an organization to want to measure customer satisfaction. However, to do so correctly, the entire measurement process must be properly designed and implemented from start to finish. Proper questionnaire design is just the first step in the process. Equally as important is establishing a process of gathering data which will obtain a representative sample of customers, and which keeps bias to a minimum. This is where many organizations fail. This is where this particular restaurant failed.
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ReaTedxt ing A A-4
After we had finished our coffee, the waiter brought over the check. With the check was a brief customer satisfaction survey. One side of the questionnaire contained a note from the owner, beginning with the words “I really want to know”. The other side of the questionnaire contained a few standard measurement items and room for comments. What was a little different about this survey was that the questionnaire had already been filled out by the waiter. On a scale of “excellent”, “good”, and “needs improvement”, the waiter had drawn a line through all the “excellent” boxes.
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Reading A A-Trans-4
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。
Reading A
gain
v. to increase in weight, speed, height or value e.g. Last week I gained another five pounds.
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Reading A
admirable
a. having many good qualities that people respect and admire