城市轨道交通客运服务英语 Unit 11 Dealing with Lost
城市轨道交通运营管理客服英语第三版课件
城市轨道交通运营管理客服英语第三版课件City urban rail transit operation management customer service English third edition courseware1. Introduction- Importance of customer service in urban rail transit operation management- Overview of the third edition of the English courseware2. Customer Service Basics- Definition of customer service in the context of urban rail transit- Key principles of effective customer service- Communication skills for customer service representatives3. Understanding Customer Expectations- Identifying the needs and expectations of urban rail transit customers- Responding to customer complaints and feedback- Addressing concerns related to safety, cleanliness, and comfort4. Communication Channels- Various communication channels for customer service in urban rail transit- Utilizing social media and online platforms for customer engagement- Handling customer inquiries and providing accurate information5. Handling Difficult Situations- Dealing with challenging passengers and managing conflicts- Handling emergency situations and providing immediate assistance- Training customer service representatives in stress management6. Enhancing Customer Experience- Improving station facilities and access for customers with disabilities- Implementing customer-centric policies and procedures- Developing loyalty programs and incentives to enhance customer satisfaction7. Continuous Improvement- Collecting customer feedback and conducting surveys- Analyzing data to identify areas of improvement in customer service- Collaborating with other departments to implement necessary changes8. Cultural Competence- Understanding and respecting cultural differences among customers- Training customer service representatives incultural sensitivity- Providing appropriate assistance to foreign tourists and non-native English speakers9. Conclusion- Recap of the importance of customer service in urban rail transit operation management- Summary of key topics covered in the third edition of the English coursewareIn this above 1,000-word document, we have explored the importance of customer service in urban rail transit operation management and introduced the third edition of the English courseware. We have discussed customer service basics, understanding customer expectations, communication channels, handling difficult situations, enhancing customer experience, continuous improvement, and cultural competence. By implementing effective customer service strategies, urban rail transit can ensure a satisfactory and pleasant experience for its passengers.。
城市轨道交通运营管理客服英语第三版课件
城市轨道交通运营管理客服英语第三版课件城市轨道交通运营管理客服英语第三版课件教学内容1.介绍城市轨道交通运营管理的概念和背景2.讲解客服在城市轨道交通中的重要性及职责3.学习处理乘客问题和投诉的常用英语表达4.分析应对突发情况的应急英语用语5.实践模拟客服工作，进行角色扮演练习教学准备1.课件手稿和投影仪2.白板和白板笔3.角色扮演练习材料4.音频设备（可选）教学目标1.了解城市轨道交通运营管理的基本概念和原则2.掌握客服在轨道交通中的职责和技巧3.学会运用英语表达处理乘客问题和投诉4.熟悉应对突发情况的应急英语用语5.提高沟通和解决问题的能力设计说明1.通过理论讲解和实践练习相结合的方式进行教学2.利用角色扮演练习让学生亲身体验客服工作3.引入真实案例和故事，增加学习的趣味性和实际性4.创造积极互动的氛围，鼓励学生多参与讨论和提问教学过程1.引入（10分钟）–介绍城市轨道交通运营管理的背景和现状–引发学生对客服工作的兴趣和重要性2.理论讲解（20分钟）–客服在轨道交通中的职责和技巧–处理乘客问题和投诉的常用英语表达–应对突发情况的应急英语用语3.角色扮演练习（30分钟）–分发角色扮演材料，让学生扮演轨道交通客服人员和乘客–实践处理乘客问题和投诉的情景–提供反馈和建议，鼓励学生改进表达和解决问题的能力4.案例分享与讨论（15分钟）–分享真实案例和故事，讨论客服在应对突发情况中的经验和策略–学生分享自己的观点和建议5.小结（5分钟）–总结课程内容和重点–强调学生在实践中的进步和改进的空间课后反思1.检查学生的理解和掌握情况，根据实际情况调整教学方法和内容2.回顾课程中存在的问题和改进的空间，保持不断提升教学质量的态度3.鼓励学生在实践中继续提高沟通和解决问题的能力4.提供相关参考资料和练习题，帮助学生进一步巩固所学知识和技能。
城市轨道交通运营管理客服英语第三版课件（续）教学内容1.介绍城市轨道交通运营管理的概念和背景2.讲解客服在城市轨道交通中的重要性及职责3.学习处理乘客问题和投诉的常用英语表达4.分析应对突发情况的应急英语用语5.实践模拟客服工作，进行角色扮演练习6.提供相关参考资料和练习题，巩固所学知识和技能教学准备1.课件手稿和投影仪2.白板和白板笔3.角色扮演练习材料4.音频设备（可选）5.相关参考资料和练习题的复印件教学目标1.了解城市轨道交通运营管理的基本概念和原则2.掌握客服在轨道交通中的职责和技巧3.学会运用英语表达处理乘客问题和投诉4.熟悉应对突发情况的应急英语用语5.提高沟通和解决问题的能力6.巩固所学知识和技能，提高在实践中的应用能力设计说明1.通过理论讲解和实践练习相结合的方式进行教学2.利用角色扮演练习让学生亲身体验客服工作3.引入真实案例和故事，增加学习的趣味性和实际性4.创造积极互动的氛围，鼓励学生多参与讨论和提问5.提供相关参考资料和练习题，巩固学生在课后的学习效果教学过程1.引入（10分钟）–介绍城市轨道交通运营管理的背景和现状–引发学生对客服工作的兴趣和重要性2.理论讲解（20分钟）–客服在轨道交通中的职责和技巧–处理乘客问题和投诉的常用英语表达–应对突发情况的应急英语用语3.角色扮演练习（30分钟）–分发角色扮演材料，让学生扮演轨道交通客服人员和乘客–实践处理乘客问题和投诉的情景–提供反馈和建议，鼓励学生改进表达和解决问题的能力4.案例分享与讨论（15分钟）–分享真实案例和故事，讨论客服在应对突发情况中的经验和策略–学生分享自己的观点和建议5.小结（5分钟）–总结课程内容和重点–强调学生在实践中的进步和改进的空间6.课后巩固（持续至课堂结束）–提供相关参考资料和练习题，供学生在课后巩固所学知识和技能–鼓励学生根据实际情况进行实践，并提供反馈和答疑支持课后反思1.检查学生的理解和掌握情况，根据实际情况调整教学方法和内容2.回顾课程中存在的问题和改进的空间，保持不断提升教学质量的态度3.鼓励学生在实践中继续提高沟通和解决问题的能力4.提供相关参考资料和练习题，帮助学生进一步巩固所学知识和技能。
《城市轨道交通站务英语》电子教案 Unit 10
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Unit１０Emergency
A:I think I can call１１０for you.
B:Thanks.
Part Three
A:Oh,my god.Please don’t crowd me.What’s up?
B:I fell off the train and suffered a concussion as well as a couple
到了.
４.Tell me about the accident in detail. 告诉我事件细节.
５.I think I can call１１０for you. 我想我会给你报警.
６.Please don’t crowd me. 请不要拥挤.
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Unit１０Emergency
７.Calm down! 镇定!
Unit１０Emergency
Passage
Steps of emergency in the subway
Step１:Listen to all announcements
Step２:Alert the driver and/or train control by using any
come here soon.
B:Thank you.
Part two
A:Can I help you?
B:I was stolen.
A:Tell me about the accident in detail.
城市轨道交通客运服务英语口语
城市轨道交通客运服务英语口语Urban rail transit is an essential mode of transportation in modern cities. With the rapid urbanization and population growth, the demand for efficient and reliable urban rail transit services has increased significantly. In this article, we will discuss the English language skills necessary for providing excellent customer service in urban rail transit.Firstly, effective communication is crucial in providing quality customer service. As a staff member in urban rail transit, it is essential to greet passengers with a warm and friendly attitude. Simple greetings like "Good morning" or "Welcome aboard" can go a long way in making passengers feel valued and comfortable. Additionally, being able to understand and respond to passenger inquiries is essential. Staff members should be knowledgeable about the transit system, including routes, schedules, and ticketing information, to provide accurate and helpful answers to passengers' questions.Secondly, clear and concise announcements are vital for ensuring smooth operations and passenger satisfaction. Staff members should be proficient in English pronunciation and enunciation to deliver announcements that are easily understood by passengers. Announcements should include information about upcoming stops, transfer points, and any delays or disruptions in service. It is important to speak slowly and clearly, using simple language to ensure that passengers can comprehend the message.Furthermore, problem-solving skills are essential in handling customer complaints and issues. Some passengers may encounter difficulties, such as lost items, ticketing problems, or delays. Staff members should be patient and empathetic when dealing with these situations. They should actively listen to passengers' concerns and work towards finding a satisfactory solution. Being able to offer alternative options or assistance, such as providing directions or contacting the appropriate authorities, can greatly improve the customer experience.Moreover, teamwork and cooperation are crucial for providing efficient and seamless customer service. Urban rail transit systems involve various departments and personnel working together to ensure smooth operations. Staff members should collaborate withtheir colleagues to address passenger needs and resolve any issues promptly. Effective communication among team members is essential to ensure that information is shared accurately and timely.Additionally, cultural awareness and sensitivity are important when providing customer service in urban rail transit. Cities attract people from diverse backgrounds and cultures, and staff members should be respectful and understanding of these differences. Being aware of cultural norms and customs can help staff members avoid misunderstandings and provide a more inclusive and welcoming environment for all passengers.In conclusion, providing excellent customer service in urban rail transit requires effective communication, clear announcements, problem-solving skills, teamwork, and cultural awareness. By mastering these English language skills, staff members can ensure a positive and pleasant experience for passengers. Urban rail transit plays a vital role in the transportation infrastructure of cities, and by delivering exceptional customer service, it contributes to the overall satisfaction and convenience of city dwellers and visitors alike.。
《城市轨道交通客运服务英语》教学大纲
《城市轨道交通客运服务英语》课程教学大纲一、课程基本情况课程基本情况表二、课程定位本课程为城市轨道交通专业职业基础必修课，是一门理论联系实际的课程，旨在帮助学生获取城市轨道交通服务英语口语的基础技能。
本课程提供了大量的城市轨道交通服务口语素材和英语对话实例，帮助学生在获得感性认识基础上提高城市轨道交通服务英语口语的能力，为学生今后用英语进行沟通，在城市轨道交通公司的相关岗位从事服务工作打下扎实的基础。
三、教学目标（一）课程总目标在城市轨道交通服务场景中，能用英语与旅客或同事进行基本沟通。
（二）具体目标1、知识目标：掌握城市轨道交通服务、特殊要求旅客的处理、紧急情况处理、急救场景中的常用英语口语表达方式。
2、能力目标：在城市轨道交通服务、特殊要求旅客的处理、紧急情况处理、急救场景中，能用英语与旅客或同事进行基本沟通。
3、素质目标：①感性了解城市轨道交通公司的工作氛围②基本具备跨文化交际、与上司或同事沟通的能力③基本具备团队协作的能力及对工作任务的执行能力四、教学内容及教学要求教学内容与教学要求五、教学方法与教学条件（一）教学方法：1.以《城市轨道交通客运服务英语》课程标准为导向，合理安排教学；2.以模拟城市轨道交通客运服务英语工作过程实施教学，采用项目教学法、分组练习、现场示范实施教学任务。
采用项目教学、任务驱动等可操作性强的教学方式。
课程按照城市轨道交通人员工作岗位及实践活动的工作需要而设置工作任务，在任务驱动中充分发挥学生的主体作用，强调学生的自我技能实践。
并以工作岗位对城市轨道交通服务人员所提出的要求通过相应的英语水平等级测试。
（二）教学条件：教室：商务英语实训室教师应发挥主观能动性，充分开发事业有成的毕业生、用人单位、企业家、劳动模范和先进人物等德育资源，充分利用电视、报刊、网络等媒体，重视现代教学手段的使用和开发。
六、课程考核方式本课程为考试课，考核方式实施“N+1+1”的过程考核制度，其中“N”是教学过程的考核次数，占总成绩的40%，分别是：考勤10%、课堂表现10%、作业10%、实践10%；第一个“1”是课堂笔记，占总成绩的10%，第二个“1”是期末考试，占总成绩的50%。
城市轨道交通专业英语(运营管理方向)习题答案
Part 1 Situational Conversation情景对话1。
1 Service 服务A.subway； figure out； direction； stopsB。
1。
您可以从C1口出坐8路到人民公园。
2.打扰了，您能告诉我从这儿怎样乘坐地铁去火车站吗？3.到了之后在E出口出,上面有公交接驳。
4。
您必须在烈士陵园站下车，换乘3号线。
C.1。
arrive2。
pull in3.from4。
leaves5。
tookA。
1。
My wallet is gone! I may have left it on the train.2. Please tell me the time and direction of the train。
3。
Please describe your backpack.4。
It's a blue and black backpack， made of canvas。
It’s 40 centimeters wide and 60 centimeters long。
5。
Please tell me your name and phone number。
We’ll contact you as soon as we find it。
B。
1。
你好，我的公文包被落到列车上了。
2.哦,我的钥匙掉到站台里了！我可以看到他们在轨道上！3.我很担心.我的文件包里有我们公司许多重要的文件和数据！4.你能帮我找我的身份证吗？我想是昨天下午掉到站台上了.5.你好，我的手机不见了。
我可以用你的电话打个电话吗?C.1。
security 2。
for a long time 3. peak 4。
duty 5. cooperate1.2 Ticketing售票A。
1. Yes， youcan。
2. It'sthree ways.3。
5 yuan, 10 yuan and 20 yuan。
城市轨道交通客运服务英语(第五章)Special Events Services 异常情况篇
Task 1——Dialogues 情景对话
Dialogue A I’m afraid I have a complaint1 to make.
Setting: Mark saw someone eating durian2 on the subway this morning. He got angry and now S:I’m sorry. It’s our fault. We will be much stricter in the future to supervise7 passengers not eating food on the subway. We will not let this kind of incident happen again. We are really sorry for the ( inconv).enience M: There are also some passengers listening to music in the subway without earphones8, which is too noisy9. I hope you take this seriously. It seriously ( affected ) other people. S:Thank you for your opinion10. We must strengthen11 the supervision and put an end to12
LOGO
城市轨道 交通客运 服务英语
Project 5
Special Events Services
异常情况篇
Task 1 Task 2
Dealing with Complaints 处理乘客投诉
城市轨道交通客运服务英语 Unit 11 Dealing with Lost
Words & Phrases
Activity 1
Lily : Ok. Please give me some personal details.
Passenger : Yes.I’m Jason Smith. My contact telephone number is 635349.
Activity 2
Passenger : It’s a Polo. The logo is at the bottom in the
Dialoge B Words & Phrases Activity 5 Activity 6 Activity 7&8
back corner. Lily : OK, can you name the items in it? Passenger : Well, some cash and two bank cards. Oh, also my girlfriend’s photo. Lily : I’m sure it’s your wallet. Thank you for your cooperation. And you must sign the “lost and found” form to make sure you have it back.
Dialogue A When and where did you lose the briefcase?
Dialoge A
Words & Phrases
Activity 1
Activity 2
Activity 3&4
Dialogue A When and where did you lose the briefcase?
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Dialogue A When and where did you lose the briefcase?
Dialoge A
Words & Phrases
Activity 1
Activity 2
Activity 3&4
Dialogue A When and where did you lose the briefcase?
Dialogue A When and where did you lose the briefcase?
Dialoge A
Passenger : Well, It’s about 5:10 p.m. I washed my hands and my briefcase was next to me at the washroom at the end of the platform.
Passenger : Some important documents, pens, a novel I was planning to read on the
Activity 2
Activity 3&4
subway.
Lily : Right. When and where did you lose the briefcase?
Activity 2
Activity 3&4
Dialogue B Could you tell me what your wallet looks like?
Dialoge A
Words & Phrases
Activity 1
Activity 2: Listen again and try to fill in the blanks.
telling 1. Would you mind __________ me some details clearly ? where did you lose 2. When and _________ the briefcase?
Activity 3&4
Lily : Fine. If you could come down to the station tomorrow, you can sign a form and have a look at what we’ve got here.
Passenger : Thanks a lot. Lily : My pleasure.Dial NhomakorabeagueA
DialogueB
Exercise
Fun Time
WARM-UP
Lily is working at Lost Property Office. She usually deals with lost property including cellphones, keys, tickets, cameras, ID cards, briefcases, umbrellas and so on. What else do you think the passenger will lose at the station or on the train?
Activity 1
Lily : Would you mind telling me some details clearly ?
Passenger : Well, it’s light brown and got two buckles at the front.
Lily : What did you have inside the briefcase?
Unit 11 Dealing with Lost
OBJECTIVES
Learn the words and expressions on dealing with lost.
Deal with lost well.
Patient and warm heart.
Reading & Writing
Warm Up
Activity 3&4
2. Where does the passenger ask for help? ________________________________ Lost Property.
Dialogue A When and where did you lose the briefcase?
Dialogue A When and where did you lose the briefcase?
Lily : Lost Property. Can I help you ?
Dialoge A
Passenger : Yes, please. I lost my briefcase.
Words & Phrases
Activity 2
Activity 3&4
Dialogue A When and where did you lose the briefcase?
Dialoge A
Words & Phrases
Activity 1
Activity 3: Listen, look up and say. Work in pairs (practicing the dialogue with the partner). Activity 4: Role play (Making dialogues with the given words).
Dialoge A
Activity 1 : Listen and guess. 1. What did the passenger lose? The briefcase. ________________________________
Words & Phrases
Activity 1
Activity 2
Words & Phrases
Activity 1
Lily : Ok. Please give me some personal details.
Passenger : Yes.I’m Jason Smith. My contact telephone number is 635349.
Activity 2