Unit 4　Ticket Trouble　票务问题处理

项目描述

本项目是根据乘客在购票及进出闸过程中遇到的票务问题为基础展开的。通过退票、卡出了问题、办理移资、补足票价等相关情景，介绍城市轨道交通车站的售票服务的基本服务用语以及退票等相关服务用语等。通过项目的学习，学生应能够熟练地表达一些售票服务工作常用英语，并灵活运用英语专业词汇和交流技能、语法进行售票服务。

学习目标

1.知识目标

（1）掌握城市轨道交通行业相关的词汇或专业术语、缩略语（例如地铁线路、服务项目、岗位名称、相关设备名称、各种专业缩略语等）。

（2）熟悉并运用相关的功能句型（退票、卡出了问题、办理移资、补足票价等各种岗位服务用语）；能够掌握城市轨道交通票务工作相关的常用句型和情景会话，能进行简单的售检票服务工作。

（3）了解中西方跨文化交际的相关背景知识和文化差异性，根据中文的服务流程，思考和讨论英文服务流程。

2.能力目标

（1）能够掌握英语交流技能、语法、专业词汇运用技能，能够灵活表达一些常见的售票服务工作用语（包括退票、卡出了问题、办理移资、补足票价等）。

（2）能在工作场所与外国乘客进行基本的英语沟通和交流，能听懂外国乘客的疑问并给予适当的反馈和帮助。

（3）能用英文描述自己的岗位及工作职责。

Task 4.1　Ticket Refund　退票

4.1.1　任务内容

1.学习并掌握与退票相关的专业词汇及术语、功能句型。

2.学习并掌握与退票相关的英语对话表达。

4.1.2　任务要求

1.掌握城市轨道交通退票相关的专业词汇及术语，熟练掌握与退票相关的功能句型。

2.能够熟练将基础英语与退票专业术语知识相结合，灵活掌握城市轨道交通客运服务中处理、解答退票的问询。

4.1.3　必备知识

1.Words and phrases

total['təʊtl]vt.&vi.　总数达

　adj.完全的；整个的

refund['ri：fʌnd]n.　资金偿还；偿还数额

　vt.　退还；归还或偿还

　vi.　进行偿还

invoice['invɔis]n.　发票；发货单

affair[ə'feə（r）]n.　事情，事件，事务

mangle['mæŋgl]vt.　乱砍；损坏

deposit[di'pɔzit]n.　押金

depositinvoice　押金单

handlewith　处理，办理

2.Useful Expressions

（1）If the Single-journey ticket with no entering record，information readable and in the same station within half an hour，you can refund the ticket.

单程票售出半小时内，没有进闸记录且票内信息可以读取的，可在购票车站办理退票。

（2）You can go to the Passenger’s Service Center of Yang Cheng Tong in the Gong Yuan Qian Station. Metro doesn’t offer the service.

你可以到公园前羊城通客服中心处理，地铁不提供退、换卡服务。

（3）Request invoice in the Ticket Center.

请到票务中心拿取发票。

（4）Sorry! Please change another bill!

对不起，请换另外一张人民币！

（5）Listen to the announcement on the train or at the station for refund the ticket.

听从车站或列车广播指引办理退票。

4.1.4　任务实施

1.Lead-in

How can passengers refund tickets in a subway?

2.Dialogue

Notes：P—Passengers　　S—Station Staff

S：Hi! Have you exchanged the money?

P：Yes.

S：50Yuan.Please.

P：May I take back my deposit when I ran out the money in my ticket.

S：No, if you want to keep your OCT card, or your card is mangled, you can’t take the deposit back.

P：May I refund the ticket?

S：Yes, You can refund the ticket with the OCT card and OCT deposit invoice. But we can’t handle with such kind of affairs in the station at present.

P：Where can I refund the ticket?

S：You can refund the ticket at the OCT Customer’s Service Center.

P：Thanks a lot.

S：You are welcome.

Task 4.2　Something wrong with the card　卡出了问题

4.2.1　任务内容

1.学习并掌握处理卡出问题事务时的相关专业词汇及术语、功能句型。

2.学习并掌握卡出问题时的相关英语对话表达。

4.2.2　任务要求

1.掌握城市轨道交通处理卡出问题事务的相关专业词汇及术语，熟练掌握处理卡出问题事务的相关功能句型。

2.能够熟练将基础英语与处理卡出问题相关事务的专业术语知识相结合，灵活掌握城市轨道交通客运服务中处理、解答卡出了问题的问询。

4.2.3　必备知识

1.Words and phrases

invoice['invɔis]n.　发票；发货单

v.　开发票；记清单

virtual['vɜ：tʃuəl]adj.　实质上的，事实上的

vending['vendiŋ]v.　出售（尤指土地等财产）（vend的现在分词）

receipt[ri'si：t]n.　收据，发票；收入

vt.　开收据；给……开收据，承认收到

balance['bæləns]n.　平衡；天平；平衡力

vt.&vi.　权衡；（使）平衡；（使）均衡

current['kʌrənt]adj.　现在的；最近的；流行的；流传的

n.　电流；趋势

transfer[træns'fɜ：（r）]vt.　使转移；让与

vi.　转乘

n.　转移；调动；换乘

2.Useful Expressions

（1）The money in one card has to be totally transferred into the other at one time.

其中一张卡里的钱要一次全部移到另一张卡里。

（2）Transfer all the money, including the deposit, into one card, and get a refund on the other one.

把包括押金在内的卡内资金全部移到一张卡里，退掉原卡。

（3）Your card has no magnetism.

您的卡没有磁性了。

（4）Leave it here to be fixed for free.

您可以把卡留在这里免费修卡。

（5）Please write your name and telephone number down on the receipt.

请您在收据上留下您的姓名和电话。

（6）We will inform you within 7 workdays and replace it with a new card for you.

我们会在七个工作日内通知您，给您调换新卡。

4.2.4　任务实施

1.Lead-in

Try to think and use.

Identify the pictures below. Match them with the words.

（1）invoice　（2）virtual supermarket　（3）vending machine

2.Dialogue

Notes：P—Passengers　　S—Station Staff

P：Excuse me, my card is broken. Where can I get it replaced?

S：We can’t do it here. You may bring your card and receipt to replace it at Lao Jie Station.

P：Can I have the cost of the card refunded?

S：If the card is damaged, its cost cannot be refunded.

P：What about the balance on my current card?

S：The balance will be transferred to your new card.

P：Okay. When can I get it back?

S：We will inform you within 7 workdays and replace it with a new card for you.

P：Thank you. Bye!

S：Bye-bye！

Task 4.3　Make a transfer　办理移资

4.3.1　任务内容

1.学习并掌握与办理移资相关的专业词汇及术语、功能句型。

2.学习并掌握与办理移资相关的英语对话表达。

4.3.2　任务要求

1.掌握城市轨道交通客运服务关于办理移资的专业词汇及术语，熟练掌握关于办理移资的功能句型。

2.能够熟练将基础英语与专业术语知识相结合，灵活掌握城市轨道交通客运服务中处理办理移资的相关问询。

4.3.3　必备知识

1.Words and phrases

deposit[di'pɔzit]n.　保证金；储蓄，存款；沉淀物；寄存，寄存品

souvenir['su：və'niə（r）]n.　纪念品；礼物

vt.　把……留作纪念

merely['miəli]adv.　只是；仅仅，只不过；纯粹；全然

confirm[kən'fɜ：m]vt.　证实；[法]确认，批准；使有效；使巩固

2.Useful Expressions

（1）If the Stored Value Ticket hasn’t been damaged (i.e the appearance of the ticket hasn’t been changed much, for example, without folding ,rupturing, doodling and sticking ,etc),the guarantee payment should be refunded to the passenger.

普通储值票未损坏的（是指车票外观未出现较大改变，如折叠、断裂、涂写、张贴等），押金退还乘客。

（2）If the Stored Value Ticket has been damaged, the guarantee payment will not be refunded.

储值票损坏的，押金不予退还。

（3）If the remaining value on the Stored Value Ticket can be determined, then the remaining value should be refunded to the passenger; cannot be determined, then the loss should be borne by the passenger.

能查询到储值票车票余值的，将车票余值退还乘客，不能查询到车票余值的，车票余值损失由乘客承担。

4.3.4　任务实施

1.Lead-in

Try to think and use.

Do you want to transfer all the money，including the deposit，into one card and get a refund on the other one，or merely transfer the credit and keep the card as a souvenir?

2.Dialogue

Notes：P—Passengers　　S—StationStaff

P：Excuse me，I have two transportation cards. Can I transfer the money into one card?

S：Certainly. But the money in one card has to be totally transferred into the other at one time.

P：Okay.

S：Do you want to transfer all the money，including the deposit，into one card and get a refund on the other one，or merely transfer the credit and keep the card as a souvenir?

P：I want to transfer all the money into one card.

S：After the transfer，the total amount is 168 yuan. Please confirm.

P：Okay.

Task 4.4　Pay for the exact fare　补足票价

4.4.1　任务内容

1.学习并掌握与补足票价相关的专业词汇及术语、功能句型。

2.学习并掌握与补足票价相关的英语对话表达。

4.4.2　任务要求

1.掌握城市轨道交通客运服务中与补足票价相关的专业词汇及术语，熟练掌握与补足票价相关的功能句型。

2.能够熟练将基础英语与补足票价专业知识相结合，灵活掌握城市轨道交通客运服务中关于补足票价的英语对话。

4.4.3　必备知识

1.Words and expressions

exceed[ik'si：d]vt.　超过；超越；胜过

cooperation[kəu，ɔpə'reiʃən]n.　合作，协作

area['eəriə]n.　面积，地区，领域

render['rendə（r）]v.　归还，补交

policy['pɔləsi]n.　政策，方针

multiple['mʌltipl]n.　倍数

the paid area　付费区

full fare　全程

more than…　超过，比……多

unde rfare　超乘或车费不足

journey fare　车程费

2.Useful Expressions

（1）Please pay the exact fare.

请付足车费。

（2）Please follow me to the Ticket Center!

请跟我到票务中心！

（3）Please go to the Ticket Center to change coins.

请到票务中心兑零。

（4）Please place your ticket on the yellow area when enter the gate.

进闸时请将你的车票放在黄色区域上验票。

（5）Insertyourticketforexitgateslot.

请把车票投入到出闸机的回收口。

（6）Your ticket is outdate，please buy another.

你的车票已过期，请重新购买一张。

4.4.4　任务实施

1.Lead-in

Identify the pictures below. Match them with the words

（1）single ride / journey ticket 2. tourist souvenir ticket 3. public transportation card

（4）one-day ticket 5. personalized cards 6. nonstandard /irregular-shaped cards

2.Dialogue

Notes：P—Passengers　　S—StationStaff

P：Excuse me, I can’t pass the exit-gate, what’s wrong with my ticket?

S：Sorry, your ticket is under fare, please make up the balance.

P：How much is the balance of my ticket?

S：Your ticket balance is 2.8 Yuan. Your journey fare is 4 Yuan, and you should pay 1.2 Yuan more.

P：May I recharge my ticket?

S：Certainly.

P：OK, recharge 50 Yuan please.

P：Excuse me, what’s the problem about my ticket?

S：Let me see, your ticket has exceeded the system time.

P：Why？

S：You have stayed in the paid area more than 3 hours. According to the Ticket Policy, you should pay full fare as the additional fare.

P：How much is the full fare.

S：20 Yuan please.

P：Here you are

S：Thanks for your cooperation.

　复习思考题

Role Play

Work with your partner to create a dialogue based on the given situation.

Situation 1

Suppose you are a Metro station staff ，and your partner acts as a passenger who cannot get through the turnstile. After checking，you find that he/she has not swipe the card when exiting last time.

Situation 2

Suppose that you don’t know how to refund the ticket，so you must ask someone to get some useful information.