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 单词和短语
Appendix 2 Subway Broadcasting 地铁广播
Appendix 3 Security Warnings 安全警示
Appendix 4 Main Scenic Spots in Hangzhou 杭州市主要旅游景点
Appendix 5 Sports Names 体育项目名称
Appendix 6 Keys 参考答案
Appendix 7 References 参考文献

丁新宇主编的《城市轨道交通客运服务英语口语》主要由单元和附录组成。全书有5个单元，内容包括日常客运服务、票务服务、地铁安全、特殊情况下的客运服务、大型活动中的客运服务，每个单元下面有3。4课的内容，共有17课，内容包括：问询和指引，投诉和建议，广播，买票和检票，售票机故障，不同情况下的票务处理，安全检查，车站内的安全警示，站台上的安全警示，帮助病人、伤者和残疾人，失物招领，处理紧急情况，恶劣天气下的运行，问候和问询，首末班车，公共服务，亚运会等，这些都是学生在工作中遇到的场景，覆盖了客运服务的主要工作内容，具有实用性和专业性的特点。每个单元有明确的学习目标，每课主要涉及以下4个部分：导入(warming-up)、情景对话(situational dialogues)、练习(exercises)和自我评估(self-evalua-tion)。