1、CENTURY BUSINESS ENGLISH,,大连理工大学出版社,阅读教程（基础篇2）（第四版）,世纪商务英语,主编：王洗薇,Unit 9 Customer Service,,大连理工大学出版社,Good customer service means making customers feel special. In customer service, theres such a saying “The customer is always right”. Service is everything. If a person receives poor service from a st
2、ore, he will probably avoid shopping there in the future. On the other hand, customers often remain loyal to a business that has excellent service even if their prices are high. The language in this unit is rather colloquial. So, through the learning of a new reading skillmaking an inference, you ca
3、n read between the lines.,Reading Skill Focus,Words and Expressions,Practical Reading,Comprehensive Reading,Making InferencesWhat is inference?An inference is a“statement about the unknown made on the basis of the known”. It is a very important reading skill. It helps you not only to understand bett
4、er but also to appreciate more fully what you read.Making an inference means reading between the lines to find out what the author is really saying, or making a reasonable guess based on what the author says. Sometimes a writer will suggest or express his or her ideas indirectly in a text.,Reading S
5、kill Focus,You can make this guess by putting together what you know and what you read or see. Readers usually look for clues or rely on their knowledge to understand the implied ideas.Inferences can be drawn by various means such as analyzing characters or their behaviors. Facts can usually be foun
6、d in a text，but an inference is more than reasoning based on facts. The following tips will help you make inferences while reading.,Reading Skill Focus,1. Make sure your inferences rely mainly on the authors words rather than your own feelings or experience. Your goal is to read the authors mind, no
7、t invent your own message. 2. Check to see if your inference is contradicted by any statements in the paragraph. If it is, it is not an appropriate or useful inference. 3. If the passage is a tough one, check to see if you can actually identify the statements that lead to your inferences.,Reading Sk
8、ill Focus,AGuided PracticeSample 1Those who had pets were found to fare(生活) better than those who did not. Catcher and his associates decided to investigate further; the benefits of animals to the handicapped have been established，but are pets good for all of us?,Reading Skill Focus,while there is a
9、 rise in blood pressure when people talk to each other，there is no rise when they talk to pets. This suggests that animal companionshipuncritical，nonjudgmentalhas soothing results(安慰作用). Another point: men seem to fondle(抚弄)their pets as much as women dopossibly because they find it one of the few s
10、ocially acceptable forms of fondling available to them. Such findings will not surprise those of us who are close to our pets，but will perhaps give credibility to what many of us know in our bones.,Reading Skill Focus,What can be inferred from this passage?A. All kinds of animal companionship have s
11、oothing results.B. Men love pets because pets are the only animals they can fondle.C. Talking to pets benefits heart-attack victims.D. The interesting findings are unbelievable to those who are with pets.短文谈论的是pets 而不是所有动物，因此，A 的推论扩大了范围，而没有依据短文进行推断；文中并没有谈论男人喜爱宠物的原因，B 的推论没有依据；选项D 的推论与短文的最后一句相矛盾；根据短文的
12、划线部分的内容，C是本题的正确答案。,Reading Skill Focus,Sample 2Tommy and John were hot and sweaty as they sat outside the principals office. Dirtsmeared both of their faces，and they could hear their teachers voice as she gave Mr. Jones her account of what had happened. Tommy sneered at John，and John returned the an
13、gry glare. As Miss Brown left Mr. Joness office，the boys hung their heads so they wouldnt have to look her in the eyes.,Reading Skill Focus,It can be inferred from this paragraph that _. A. the boys were best friends B. the boys had disappointed their teacher C. the principal was a nice man D. Mr. J
14、ones was the principal段落最后一句为我们提供了推断的线索，即Tommy 和John 令他们的老师失望了，答案为B。A、C 两个选项缺乏依据和线索；而选项D 不过是对文中意思的简单重复，不属于推论范畴。,Reading Skill Focus,B. Challenge YourselfRead the following passages and choose the best answer to the questions that follow.An officer was finding fault with the camp cook, who was stirri
15、ng something in a big soup kettle.“Ive been getting complaints about your cooking,”shouted the officer,“just let me taste the soup.”The cook quietly gave him a spoon and the officer took a sip. He spat it out at once.“Why, that tastes like dishwater,”he yelled.“Yes, sir,”replied the cook,“Thats what
16、 it is.”,Reading Skill Focus,We can conclude that _. A. the officer preferred to taste the soup before the others B. the cook did not like the officer C. the soup was made from dishwater D. the officer got a lot of complaints about cooking,Reading Skill Focus,Challenge 2 Newspapers do not always rep
17、ort the facts fairly. For example，a newspaper in a southern state may devote very little space to an item on racial injustice. On the other hand，a newspaper from the Northeast might give wide coverage to race problems in other parts of the nation and fail to report on local troubles. In this way rea
18、ders can be misled. They may be fooled into believing that prejudice is a regional problem and fail to realize that racism knows no boundaries.,Reading Skill Focus,The careful newspaper readers should be aware that _. A. most news stories cannot be believed B. some newspapers present only one side o
19、f the story C. all newspapers present only one side of the story D. government control of the news industry is needed,Reading Skill Focus,Challenge 3 Weather routing is, simply, a method of planning a course of travel around and through bad weather. It is the shortest course, generally, in terms of
20、both time and risk. It is an instrument of control and efficiency in navigation, a means of greater safety and speed. It can be inferred from the paragraph that travel becomes safer as _. A. people learn not to fear storms B. the science of weather forecasting progresses C. people learn how to contr
21、ol their environment D. means of transportation become safer,Reading Skill Focus,Challenge 4 To ease pain, take two tablets with water, followed by one tablet every eight hours, as required. For maximum nighttime and early morning relief, take two tablets at bedtime. Do not exceed six tablets in twe
22、nty-four hours. For children six to twelve years old, give half the adult dosage. For children less than six years old, consult your physician. It can be inferred from the paragraph that _. A. the medication is a liquid B. this medicine may be dangerous to small children C. children may take the sam
23、e dosage that adults take D. the medicine could cause some people to feel nervous,Reading Skill Focus,Challenge 5 The Boy in Town It was not yet eleven oclock when a boat crossed the river with a single passenger who had obtained his transportation at that unusual hour by promising an extra fare. Wh
24、ile the youth stood in the landing-place searching in his pockets for money, the boatman lifted a lantern, by the aid of which, together with the newly risen moon, he took a very accurate survey of the strangers figure. He was a young man of barely eighteen years, evidently country bred, and now, as
25、 it seemed, on his first visit to town. He was wearing a rough gray coat, which was in good shape, but which had seen many winters before this one.,Reading Skill Focus,The garments under his coat were constructed of leather, and fitted tightly to a pair of muscular legs, his stockings of blue yarn m
26、ust have been the work of a mother or a sister, and on his head was a three-cornered hat, which in its better days had perhaps sheltered the grey hair of the lads father. In his left hand was a walking stick, and his equipment was completed by a leather bag not so abundantly stocked as to inconvenie
27、nce the strong shoulders on which it hung.,Reading Skill Focus,Brown, curly hair, well-shaped features, and bright, cheerful eyes were natures gifts, and worth all that art could have done for his adornment. The youth, whose name was Robin, paid the boatman, and then walked forward into the town wit
28、h a light step, as if he had not already traveled more than thirty miles that day. As he walked, he surveyed his surroundings as eagerly as if he were entering London or Madrid, instead of the little metropolis of a New England colony.,Reading Skill Focus,1. At what time of the day did the youth cro
29、ss the river? A. Morning. B. Midday. C. Late afternoon. D. Night. 2. What time of the year was it in this story? A. Spring B. Summer C. Fall D. Winter 3. According to the story, it was evident that the youth was _. A. a wealthy merchants son B. a country boy C. a soldier D. a foreigner,Reading Skill
30、 Focus,Ways to Hang on to Your Customer 1 All around the globe，it seems consumers are becoming grumpy.And its over little things. Which way does the door into this office open?Is the pen on the desk working? How can I fill in the form if I cant write with the pen they supply?,译文,如何留住顾客 1 似乎全世界的消费者都在
31、变得性情乖戾，而这坏脾气是因小事引起的。这间办公室的门朝哪个方向开?桌上的笔能用吗? 如果他们提供的笔没法写字，叫我怎么填表?,Comprehensive Reading,Text A,2 If consumer dissatisfaction would all add up to a global movement, author Graham Harvey would be the self-appointed guru. His book Seducing the Vigilante Customer would be the Bible for unhappy customers.,
32、译文,2 如果消费者的不满将汇成一场全球性运动，那么作者格雷顾姆哈维就将是那个自我标榜的专家。他的书吸引警惕的顾客也就会成为心情不悦的顾客的金科玉律。,Comprehensive Reading,Text A,3 Harvey has produced a simple“how-to”guide for businesses wanting to sell and market their goods after gathering examples of consumer grumpiness from around the globe. He has condensed the compl
33、aints，and given businesses 101 (slang：meaning basic) tips to keep their clients happy.,译文,3 在收集了来自世界各地的投诉实例之后，哈维为那些想出售和推销货物的商家提供了一个简单的行动指南。他对这些投诉进行了提炼，给商家提供了一些保持客户心情愉快的基本建议。,Comprehensive Reading,Text A,4 Basic suggestions are： Put push/pull signs on the door； Have pens that work； Smile at customers
34、； Ask how they spell their names so you get them right.,译文,4 基本建议是：- 在门上贴上推拉的标志；- 准备好能用的笔； - 对顾客微笑； - 询问顾客如何拼写名字以便自己能正确书写。,Comprehensive Reading,Text A,5 Such simple rules sound so basic that they may have corporate executives sniggering into their up-market latte coffees, but Harvey says such simpl
35、e oversights are harming the bottom line for businesses.,译文,5 这样简单的规则听起来太一般了，可能会使公司的主管们一边喝着高档牛奶咖啡，一边暗自发笑。不过哈维称，正是这些小小的疏忽在危及着商家最基本的利益。,Comprehensive Reading,Text A,6 “Customers”, he says，“are starting to vote with their feet and go to other businesses when they find a particular company rude，or uncar
36、ing， or basically unaware of the customers needs.“The feedback I am getting from clients is that despite it being common sense, these tips are by no means common practice.”he says.,译文,6 他说，如果顾客发现某公司对待顾客粗鲁、冷漠，或是对顾客的需要根本一无所知，他们就会拔腿走向其他的商家。他说，“我从客户那里得到的反馈是，尽管这些建议说的是人人都懂的常识，但绝非人人都做到了。”,Comprehensive Rea
37、ding,Text A,7 “Customers are no longer prepared to be treated like second class citizens. For example，anecdotal evidence shows customers are refusing to deal with automated phone systems，and are turning to the ones where the first point of contact is with a person.”,译文,7 “顾客们再也不愿意被当作二等公民来对待了。比如，有传闻称
38、，顾客如今拒绝与自动应答电话系统打交道，而是选择那些一接通就有人应答的系统。,Comprehensive Reading,Text A,8 “In Perth, banks employ people to sayDo you realize you can use the ATM outside?while many actually want to come inside and have the human interface,”says Harvey.“There are a lot of people who just accept that，but we all have the
39、power to change it”.,译文,8 哈维说，在佩思(澳大利亚城市)，“银行雇人来告诉顾客：您知道如何使用外面的自动取款机吗?但实际上许多人就是想到里面来，与人打交道。很多人只是勉强接受自助系统，不过我们都有能力来改变它。”,Comprehensive Reading,Text A,9 Harvey，described in the book as a professional speaker，vision coach and marketing futurist，is a first-time author. The tips are a collection of 15 ye
40、ars of anecdotal evidence gathered from his audiences. They include gems of common-sense business practice as Return phone calls within the day; Smile at customers; Spell names correctly.,译文,9 在哈维的这本处女作中，他把自己描述成一位职业演说家、有眼光的培训师和市场营销师。书中的那些建议是他15年来从听众那里收集到的传闻，其中包括常见的宝贵的商业操守，例如：- 当天回复电话；- 对顾客微笑；- 正确拼写名
41、字。,Comprehensive Reading,Text A,10 Harvey believes a proliferation of product and service suppliers， largely due to the introduction of the Internet，has given consumers negotiating power. He has labeled the new，unsatisfied breed of customers “the vigilante”.“They are no longer prepared to play by th
42、e established rules of the business；they play by a new settheir own.”,译文,10 哈维认为，产品和服务供应商的激增(这在很大程度上是由于因特网的出现)赋予了消费者讨价还价的能力。他将这一新出现的、不满意的顾客群称为“警觉的消费者”。“他们再也不肯按照既定的商业规则行事，他们遵循一套新规则他们自己的规则。”,Comprehensive Reading,Text A,11 Customer satisfaction“is not about spending billions of dollars, its about look
43、ing after the customers. If you take any one of the tips，theyre seen as really simple；when you add them all together, they make good sense. ” 12 Harvey remains cautiously optimistic about the success of his three-year project, but is already planning a second book which will collate consumerscomplai
44、nts.,译文,11 令顾客满意“并不是要花费不计其数的钱，而是要照顾好顾客。如果仅就其中任何一条建议来看，它们真是很简单；但把它们累加起来就很有意义了。” 12 尽管哈维对自己用3年时间完成的著作是否成功持谨慎乐观的态度，但他已经在策划第二本收集整理消费者投诉的书了。,Comprehensive Reading,Text A,13 “Its so easy for people to walk away from a business with a good story to tell others，not a bad story.” 14 “But”, he asks,“How many
45、people do have good stories to tell about the businesses they deal with?”,译文,13 “如果顾客与商家的交往是一种愉快的体验，那么在离去后就很容易把一个愉快的经历而不是可怕的经历传播出去。” 14 “可是，”他问道，“在说起那些与之打过交道的商家时，又有多少人可以讲出愉快的经历呢?”,Comprehensive Reading,Text A,1. He has condensed the complaints，and given businesses 101 tips to keep their clients happ
46、y. condense vt. (1) to reduce the volume of 使冷凝，使凝结 (2) to make more concise, abridge or shorten 精简，使更简结或缩短 e.g. condensed milk 炼乳 e.g. Steam is condensed to water when it touches a cold surface. 水蒸汽触及冷的表面即凝结成水。 e.g. a condensed account of an event 对某事件的简要叙述 complaint n.,Language Points,(1) an expre
47、ssion of dissatisfaction, or resentment. 抱怨或怨恨的表达方式 e.g. He poured out his complaints before me. 他在我面前倾诉苦衷。 e.g. complaint department 顾客意见接纳处 (2) a cause or reason for complaining; a grievance 不满的理由或原因 e.g. If your neighbors are too noisy, then you have cause for complaint. 如果你的邻居太喧哗,你就有理由投诉。 (3) a
48、bodily disorder or disease, or an ailment 疾病，身体不适 e.g. Do you consider his complaint dangerous? 你以为他的病危险吗？,Language Points,complain vi. (1) to say that one is dissatisfied, unhappy, etc. 抱怨，埋怨 e.g. They complained about the food. 他们抱怨这糟糕的食物。 e.g. Almost immediately he began to complain about the wea
49、ther. 他几乎马上就开始抱怨起天气来了。 e.g. Jean is always complaining about something. 琼总是满腹牢骚。 (2) to make a formal accusation or bring a formal charge 申诉，控诉，控告,Language Points,2. .but Harvey says such simple oversights are harming the bottom line for businesses. oversight n. （1）an unintentional omission or mista
50、ke 疏忽，忽略 e.g. The oversight is not imputable to the person on the night shift. 这个疏忽不能怪值夜班的人。 e.g. Even an oversight in the design might cause heavy losses. 设计中那怕是一点点疏忽也可能造成重大的损失。 e.g. By an oversight, I forgot to post your letter. 我因疏忽忘了把你的信寄出去。 (2) watchful care or management; supervision 照管，管理，监督,
