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Unit 1 Daily Customer Service in Station
Lesson 1 Inquiring and Directing
Lesson 2 Complaints and Suggestions
Lesson 3 Broadcasting

Unit 2 Ticket Service
Lesson 4 Buying Tickets and Checking Tickets
Lesson 5 Ticket Machine Failure
Lesson 6 Handling Ticket Services in Different Situations

Unit 3 Subway Security
Lesson 7 Security Check
Lesson 8 Security Warnings in the Station
Lesson 9 Security Warnings on the Platform

Unit 4 Customer Service in Special Situations
Lesson 10 Helping the Sick£¬ the Injured and the Disabled
Lesson 11 Lost and Found
Lesson 12 Dealing with Emergency
Lesson 13 Operating in Adverse Weather

Unit 5 Customer Service for Big Events
Lesson 14 Greetings and Inquiring
Lesson 15 The First and Last Train
Lesson 16 Public Service
Lesson 17 The Asian Games

Appendix 1 Words and Phrases µ¥´ÊºÍ¶ÌÓï
Appendix 2 Subway Broadcasting µØÌú¹ã²¥
Appendix 3 Security Warnings °²È«¾¯Ê¾
Appendix 4 Main Scenic Spots in Hangzhou º¼ÖÝÊÐÖ÷ÒªÂÃÓξ°µã
Appendix 5 Sports Names ÌåÓýÏîÄ¿Ãû³Æ
Appendix 6 Keys ²Î¿¼´ð°¸
Appendix 7 References ²Î¿¼ÎÄÏ×