評論
打印
Narrator: Listen to a conversation between a student and a business professor.
聽一段學生和商務課教授之間的對話。
Student: Thanks for seeing me, Professor Jackson.
學生：Jackson教授，謝謝你愿意見我。
Professor: Sure, Tom. What can I do for you?
教授：別客氣，Tom。我能幫你做什么嗎？
Student: I'm gonna do my term project on service design.
學生：我要做關于服務設計的學期課題。
Oh, what you see as a customer, the physical layout of the building, the parking lot.
也就是從顧客的角度看待問題，比如大樓的實體布局、停車場。
And I thought I'd focus on various kinds of eateries: restaurants, coffee shops, cafeterias.
我想以各種不同的飲食店為重點，比如餐館、咖啡店、自助餐廳。
So I'd also analyze where you order your food, where you eat, and so on.
所以我也會分析點餐的地方、用餐的地方等等。
Professor: Wait. I thought you were gonna come up with a hypothetical business plan for an amusement park.
教授：等一下。我還以為你要給游樂園提出一個虛擬的商業計劃呢。
Isn't that what you e-mailed me last week?
你上個星期給我發的郵件不是這么寫的嗎？
I could've sworn...Oh, I'm thinking of a Tom from another class. Tom Benson. Sorry. Sorry.
我可以發誓……啊，我想到的另一個班的Tom，Tom Benson，不好意思，不好意思。
Student: No problem. I did e-mail you my idea too, though.
學生：沒關系。不過我確實也把我的想法寫在郵件里發給你了。
Professor: That's right. I remember now. Restaurants, yeah.
教授：沒錯，我現在想起來了，餐館，是的。
Student: So here's my question, I read something about service standard that kind of confused me.
學生：我的問題是這樣的：我讀到了一些關于服務標準的內容，這讓我有點困惑。
What's the difference between service design and service standard?
服務設計和服務標準的區別是什么？
Professor: Service standard refers to what a company...employees are ideally supposed to do in order for everything to operate smoothly, the protocols to be followed.
教授：服務標準指的是為了讓一切都能順利運行，一個公司……員工理想中應該做的事情，也就是要遵循的規程。
Student: Oh, okay.
學生：哦，這樣啊。
Professor: So backing up, service design is... uh, think of the cafeteria here on campus.
教授：那么再回過來，服務設計是……嗯，你可以想想學校這里的自助餐廳。
There are several food counters, right?
那里有好幾個食品柜臺，對嗎？
All with big, clear signs to help you find what you're looking for: soups, salads, desserts.
所有的柜臺上都有很大很清晰的標志幫助你找到你在找的東西：湯、沙拉、甜點。
So you know exactly where to go to get what you need.
所以你明確知道應該去哪里找到你需要的東西。
And when you finish picking up your food, where do you go?
當你拿完了食物，你要去哪兒呢？
Student: To the cash registers.
學生：去收銀臺。
Professor: And where are they?
教授：那又在哪里呢？
Student: Right before you get to the seating area.
學生：在到達座位區之前就能看到。
Professor: Exactly. A place that you would logically move to next.
教授：沒錯，在你邏輯上會去的下一個地方。
Student: You know, not every place is like that, this past weekend was my friend's birthday, and I went to a bakery in town to pick up a cake for her party.
學生：但是你知道嗎？不是所有地方都是這樣的，上周末是我朋友的生日，我去了城里一家面包店取她生日派對上要用的蛋糕。
And the layout of the place was weird, people were all in each other's way, standing in the wrong lines to pay, to place orders.
那個地方的布局太奇怪了，每個人都擋著了別的路，站錯了隊伍付款和下單。
Oh, and another thing, I heard this bakery makes really good apple pie, so I wanted to buy a slice of it too.
還有一件事，我聽說這家面包店做的蘋果派很不錯，所以我也想買一塊。
Professor: OK?
教授：然后呢？
Student: There was a little label that said apple pie where it's supposed to be but there wasn't any left.
學生：在本該擺放蘋果派的地方有一個小標簽寫著蘋果派，但是那里什么也沒有了。
Professor: That's what's called a service gap, maybe there wasn't enough training for the employees or maybe they just ran out pie that day.
教授：而這就被稱為服務缺口，也許那里的員工沒有受到足夠的培訓，或者也許那一天就是賣完了派。
But something is wrong with the process, and the service standard wasn't being met.
但是這個程序有問題，而且沒有達到服務標準。
Student: OK.I think I get it. Anyway, since part of the requirements for the term project is to visit an actual place of business.
學生：好的，我想我懂了。反正既然學期課題的部分要求是要參觀一個真正的商業場所。
Do you think I could use our cafeteria? They seem to have a lot of the things I'm looking for.
你覺得我能不能用我們學校的餐廳？他們那兒似乎有很多我在找的東西。
Professor: Well, campus businesses like the cafeteria or bookstore don't quite follow the kinds of service models we're studying in class.
教授：像自助餐廳或書店這樣的校園商業，不太符合我們在課上學的那種服務模式。
You should go to some other local establishment I'd say.
要我說你應該去一些其他的當地商店。
Student: I see.
學生：我知道了。
Professor: But just call the manager ahead of time so they aren't surprised.
教授：不過要提前給經理打電話，以免他們不知道怎么回事。
