旅游商务英语第8单元
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hair salon 美发厅 travel agency 旅行社
4
Unit 8 Customer Satisfaction
Read the following passage carefully. Fill in the blanks with phrases and expressions provided below. Make changes where necessary.
高等学校旅游管理专业系列教材
旅游商务英语
范广丽 主编 韩如冰 袁立辉 副主编
第八单元
Customer Satisfaction
After studying this unit, you should be able to: ﹡know customer involvement in the service process; ﹡talk about how to solicit comments and suggestions from the guests; ﹡know the interrelationship between customer service and employee welfare; ﹡get to know how SST affects destination image and customer delight; ﹡get familiar with some terms related to customer service.
7
Unit 8 Customer Satisfaction
Answer the following questions according to the passage. 7. How are customers actively involved in helping to create the service product?
physical facilities, equipment and physical labor. In many service industries, customers are
actively involved in helping the service organization to 1
he wanted his food 5
.
Like all performances, services are experiential and time-bound, although they maysequences. The performance is dependent on the part played by the
would have to 4
. If he eats in the restaurant, he would have to let the waiter know
what he wants to order; otherwise, the chef would have no idea what to cook for him or how
9
Unit 8 Customer Satisfaction
help themselves with food 2
or when customers take their clothes to a launderette for
cleaning. They would have to help themselves with the coin-operated washers and driers.
carry the baggage himself, create the service product, come up with, cooperate with, display at the counters, to be prepared
Performing a service involves assembling and delivering the output of a mix composed of
Situations where customers have to 3
the service personnel in the organization
would be found in hotels, clinics, hair salons or restaurants.
For example, if a customer uses a hotel which does not have porter service, the customer
餐厅 launderette n. a place where you can wash and dry your clothes in machines that
you operate by putting in coins 投币式自助洗衣店 drier n. a machine for drying sth 烘干机 experiential adj. based on or involving experience 来自经验的 consultant n. a person who is employed to give advice to people 顾问 Terms
Like all performances, services are experiential and time-bound, although they may have some lasting consequences. The performance is dependent on the part played by the customer. Suppose a customer goes to a travel agency for a travel plan, if he has not given all the necessary information to the travel consultant, it is unlikely that the travel consultant can 6 come up with an itinerary which meets his travel needs.
For example, if a customer uses a hotel which does not have porter service, the customer would have to 4 carry the baggage himself . If he eats in the restaurant, he would have to let the waiter know what he wants to order; otherwise, the chef would have no idea what to cook for him or how he wanted his food 5 to be prepared .
2
Unit 8 Customer Satisfaction
Warm-up Tasks
Customer Involvement
3
Unit 8 Customer Satisfaction
Words and Expressions output n. the amount of sth that a person or machine produces 输出量 cafeteria n. a restaurant where you choose and pay for your meal at a counter 自助
6
an itinerary which meets his travel needs.
Unit 8 Customer Satisfaction
Check your answers. And repeat the passage sentence by sentence until you learn the details by heart.
Unit 8 Customer Satisfaction
Answer the following questions according to the passage. 7. How are customers actively involved in helping to create the service product?
Situations where customers have to 3 cooperate with the service personnel in the organization would be found in hotels, clinics, hair salons or restaurants.
Performing a service involves assembling and delivering the output of a mix composed of physical facilities, equipment and physical labor. In many service industries, customers are actively involved in helping the service organization to 1 create the service product — either by serving themselves or by cooperating with the service personnel in the organization.
Examples of customers serving themselves would be in a cafeteria where the customers help themselves with food 2 displayed at the counters or when customers take their clothes to a launderette for cleaning. They would have to help themselves with the coin-operated washers and driers.
customer. Suppose a customer goes to a travel agency for a travel plan, if he has not given all
the necessary information to the travel consultant, it is unlikely that the travel consultant can
Either by serving themselves or by cooperating with the service personnel in the organization.
8
Unit 8 Customer Satisfaction
Answer the following questions according to the passage. 8. If a customer eats in the restaurant, what would he have to do?
—either by serving
themselves or by cooperating with the service personnel in the organization.
Examples of customers serving themselves would be in a cafeteria where the customers
4
Unit 8 Customer Satisfaction
Read the following passage carefully. Fill in the blanks with phrases and expressions provided below. Make changes where necessary.
高等学校旅游管理专业系列教材
旅游商务英语
范广丽 主编 韩如冰 袁立辉 副主编
第八单元
Customer Satisfaction
After studying this unit, you should be able to: ﹡know customer involvement in the service process; ﹡talk about how to solicit comments and suggestions from the guests; ﹡know the interrelationship between customer service and employee welfare; ﹡get to know how SST affects destination image and customer delight; ﹡get familiar with some terms related to customer service.
7
Unit 8 Customer Satisfaction
Answer the following questions according to the passage. 7. How are customers actively involved in helping to create the service product?
physical facilities, equipment and physical labor. In many service industries, customers are
actively involved in helping the service organization to 1
he wanted his food 5
.
Like all performances, services are experiential and time-bound, although they maysequences. The performance is dependent on the part played by the
would have to 4
. If he eats in the restaurant, he would have to let the waiter know
what he wants to order; otherwise, the chef would have no idea what to cook for him or how
9
Unit 8 Customer Satisfaction
help themselves with food 2
or when customers take their clothes to a launderette for
cleaning. They would have to help themselves with the coin-operated washers and driers.
carry the baggage himself, create the service product, come up with, cooperate with, display at the counters, to be prepared
Performing a service involves assembling and delivering the output of a mix composed of
Situations where customers have to 3
the service personnel in the organization
would be found in hotels, clinics, hair salons or restaurants.
For example, if a customer uses a hotel which does not have porter service, the customer
餐厅 launderette n. a place where you can wash and dry your clothes in machines that
you operate by putting in coins 投币式自助洗衣店 drier n. a machine for drying sth 烘干机 experiential adj. based on or involving experience 来自经验的 consultant n. a person who is employed to give advice to people 顾问 Terms
Like all performances, services are experiential and time-bound, although they may have some lasting consequences. The performance is dependent on the part played by the customer. Suppose a customer goes to a travel agency for a travel plan, if he has not given all the necessary information to the travel consultant, it is unlikely that the travel consultant can 6 come up with an itinerary which meets his travel needs.
For example, if a customer uses a hotel which does not have porter service, the customer would have to 4 carry the baggage himself . If he eats in the restaurant, he would have to let the waiter know what he wants to order; otherwise, the chef would have no idea what to cook for him or how he wanted his food 5 to be prepared .
2
Unit 8 Customer Satisfaction
Warm-up Tasks
Customer Involvement
3
Unit 8 Customer Satisfaction
Words and Expressions output n. the amount of sth that a person or machine produces 输出量 cafeteria n. a restaurant where you choose and pay for your meal at a counter 自助
6
an itinerary which meets his travel needs.
Unit 8 Customer Satisfaction
Check your answers. And repeat the passage sentence by sentence until you learn the details by heart.
Unit 8 Customer Satisfaction
Answer the following questions according to the passage. 7. How are customers actively involved in helping to create the service product?
Situations where customers have to 3 cooperate with the service personnel in the organization would be found in hotels, clinics, hair salons or restaurants.
Performing a service involves assembling and delivering the output of a mix composed of physical facilities, equipment and physical labor. In many service industries, customers are actively involved in helping the service organization to 1 create the service product — either by serving themselves or by cooperating with the service personnel in the organization.
Examples of customers serving themselves would be in a cafeteria where the customers help themselves with food 2 displayed at the counters or when customers take their clothes to a launderette for cleaning. They would have to help themselves with the coin-operated washers and driers.
customer. Suppose a customer goes to a travel agency for a travel plan, if he has not given all
the necessary information to the travel consultant, it is unlikely that the travel consultant can
Either by serving themselves or by cooperating with the service personnel in the organization.
8
Unit 8 Customer Satisfaction
Answer the following questions according to the passage. 8. If a customer eats in the restaurant, what would he have to do?
—either by serving
themselves or by cooperating with the service personnel in the organization.
Examples of customers serving themselves would be in a cafeteria where the customers