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》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%。

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。

城市轨道交通实用英语英语情景对话S=Staff (工作人员) P=Passenger (乘客)S: Good afternoon. What can I do for you?P: Good afternoon. Which line should I take to the Art Gallery?S: There are many lines passing by the Art Gallery, such as the line 2, line 4 and line 5.P: Can I get there directly or do I have to change to another line?S: You can go there directly by the line 2 and the line 4. If you take the line 5, you need to transfer to the line 3 at the station of X in h u a Road.P: Id better take those lines which can arrive directly.I cant figure out the subway system at all.S: It is easy. You just need follow the instructions of the map in the subway station.P: I will. How much is the fare?S: The price of the ticket is 2 yuan no matter where you go.P: By the way, how can I get out of the station after getting off?S: That’s very easy. The exit is always open, and thereare signs.P: It is the first time for me to take a trip to Nanjing. Therefore I am not familiar with anything here.S: In this case, you d better buy a map. It will be convenient for you to go around.P: I agree with you. Can I buy the ticket here?S: No. This is the information desk. There are ticket offices and the ticket vending machines over there, where you can buy your ticket.P: How long will it take to get to the Art Gallery?S: The subway is extremely quick. There are 4 stops in total, and it will take about 15 minutes.P: I see. Thank you very much.S: You are welcome. Have a nice trip!。

Answers to Test I I. Translate the following items into Chinese(20%).1．实际上，事实上2．服务员3．入口4．售票机5．离开前往6．充值7．磁的8．车厢9．走廊10．车长11．钱包12．地铁13．通知14．特快列车15．路过列车16．继续，前进17．小心18．接近19．暗示20．喇叭，扬声器II. Briefly answer the following questions (20%).1.Morse Code is also called as wireless telegraphy. It was invented by Guglielmo Marconi in1895. Some people believe that the Morse Code is the earliest broadcasting communicating signal used in the train.2.Signals have two purposes, protection and control. There are two types of signals, permissiveand absolute. You can tell if a signal is permissive or absolute by looking at it. Permissive signals only provide protection. Absolute signals provide both control and protection.Functionally, the basic difference between permissive and absolute signals is the most restrictive type of indication each can display.3.The Chinese Train Control System is a train control system used on railway lines in People'sRepublic of China. CTCS is similar to the European Train Control System (ETCS). It has two subsystems: ground subsystem and onboard subsystem. The ground subsystem may based on balise, track circuit, radio communication network (GSM-R), and Radio Block Center (RBC).The onboard subsystem includes onboard computer and communication module.4.ATP can also refer to automatic train protection systems in general, as implemented in otherparts of Europe and elsewhere. Automatic Train Protection (A TP) means either of two implementations of a train protection system installed in some trains in order to help prevent collisions through a driver's failure to observe a signal or speed restriction.5.There are many kinds of railroad vehicles, and trains are only one of these kinds. High-speedrails, monorails, light rails, maglev trains and metros are all railroad vehicles.IV. Translate the following text into Chinese (20%).1.火车是铁路运输的一系列的车辆，通常沿一个轨道运输货物或乘客。