Passage 5-6

Passage 5

High- quality customer service is preached by many, but actually keeping customers happy is easier said than done.

很多人宣扬要为顾客提供高质量的服务，但实际上让顾客满意说起来容易做起来难。

1, high-quality 高质量，高品质

---quantity

2，preach v. 宣教，鼓吹，讲道，说教，宣扬

Do not preach to me. 别对我说教。

We preach freedom around the world. 向世界宣传自由。

For many years I have preached against war. 我多年都在进行反战宣传。

He ought to practice what he preaches. 他

应该以身作则。

3，easier said than done 说起来容易做起来难

只说不做：be all talk and no deed

语言的巨人，行动的矮子：the greatest talkers are always least doers.

Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers--- and anyone who will listen.

[21]顾客很少直接向零售商店的经理或店主投诉，而是会将他们不愉快的购物经历告诉他们的朋友、亲戚、同事、陌生人——以及任何愿意听他们抱怨的人。

4, complain v.抱怨，控诉，发牢骚Complain of/ about sth to sb 向某人抱怨某事，

Complaining adj.抱怨的

Complaint n. 抱怨，诉苦，控告

There is no reason for complaint. 没有抱怨的理由。

5, retail n. 零售sell sth by retail

Adj. 零售的the retail price ---wholesale price

adv. 以零售方式sell their goods retail v. 零售retail at 5 yuan/ retail goods retailer –零售商

retail store 零售店

flagship store 旗舰店

6，alert n. 警戒，警报

Be on the alert for 对…保持警觉

Adj.留心的，小心的，细心的Be alert in doing sth

灵敏的，警惕的Be alert to sth

v.发出警报alter sb to

The doctor alerted me to the danger of a heart attack.

Alarm n/v 恐慌，惊恐，警报，向…告急a fire alarm 火警

Give the alarm to 给予警告

Warning n. 警告，警戒，教训，前兆

---warn

take warning from 吸取教训

adj. 警告的，警报的，预先的a warning line 警告线，预警线deadline

alter v. 改变，修改alter sb‘s mind 改变主意

alter for the better/ worse 变好，变坏alternative adj. 可供选择的，n. 可供选择的事物

alternate adj. 交替的，轮流的v.交替---shift

7, co-work n.合作者(copartner/ co-operator/ collaborator)

Cooperate v. 合作，配合cooperate with sb

Corporate adj. 公司的，全体的，共同的A corporate body 法人（团体）

Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.

维德集团和沃顿商学院共同开展的一项研究显示，商店经理常常是最后一个听到顾客抱怨的人，而且只有当他们的老顾客开始频频光顾他们的竞争对手的时候，他们才会发现顾客对他们的不满。

8，frequent v. 常去，经常光顾，经常出入frequent some place

Adj. 经常的，频繁的，反复的

White lies by frequent use become black ones. 无害的谎言说多了也会有害。

Frequently adv. 经常地，屡次地

Frequency n.频繁，经常发生，次数，频率

9，joint adj. 连接的，共同的，联合的Joint action 联合行动

South America is jointed to North America. N. 接头，接合点，关节，联合，娱乐场所，公共场所

The knee joints 膝关节

Joint venture 合资企业

Jointed adj. 有接缝的，有接头的，连接的