1. Cabin English 民 航 乘 务 英 语 付检新 应用外语系旅游英语教研室

2. Unit Five Customer Service

3. Teaching Objectives By the end of this unit, Students will:  gain knowledge of customer services  cultivate the spirit of cooperation  Grasp useful words and expressions related

4.  Part 1 Reading  Part 2 Dialogues  Part 3 Role Play  Part 4 Supplementary Materials Contents

5. Step 1 Basic information about customer service Step 2 New words and useful expressions Step3 Group discussion Part 1 Reading

6. I. Customer service  To hand out newspapers and magazines;  To give out headphones for audio entertainment;  To supply pillows and blankets to help make passengers comfortable;  To answer questions about the times of flight and services of the airline;  To sell duty-free goods. Step 1 Customer Service

7.  Reading lights  Seatbelt, seat adjustment button, headphone outlet, volume button, and channel button  On some flights children are offered toys or color books to keep them occupied. II. Cabin Comfort Step 1 Customer Service

8. VIP’s and CIP’s are usually given special treatment. Below are just a few of the special needs passengers a CA may have to attend to:  Unaccompanied Minor (UM)  Young passengers  Senior passengers  Expectant mothers  Passengers with disabilities  Adult passengers with an infant or a small child III. Special Services Step 1 Customer Service

9. As well as the duty-free goods shop in the departure lounge at the airport, CA’s sell a range of duty-free goods on international flights. Passengers can browse through the in-flight duty-free magazines located in the rear pocket of the seat in front of them, and then choose from them. IV. In-flight Duty-free Service Step 1 Customer Service

10. When not serving the passengers, CA’s may have a rest in the galley, whereas on long haul flights CA’s have rest shifts. Due to limited space in the aircraft the crew rest area is usually located away from the passengers and the bunks cannot be expected to be so comfortable. V. In-flight Rest Step 1 Customer Service

11.  Headphone 耳机  Headphone outlet 耳机插孔  Pillow  Blanket  Seatbelt adjustment button 座位调节按钮  Unaccompanied Minor (UM) 无人陪伴儿童  bunk （火车、轮船等）铺位  rest shift 轮休  alcohol 酒精  invalid 无效的  transit 转机  uniform 制服 Step 2 Words and Expressions

12.  Requirements: Students are required to read the text quickly and discuss with group mates to find the correct answers to the following questions. The performance of the group members will be credited. Step3 Group Discussion

13.  What are the service facilities of a passenger’s seat?  What does a CA need to do when the plane is in flight?  How much can passengers save if they buy duty-free goods?  By what means can a passenger pay for duty-free goods?  Where can CA’s have a rest on an international flight? Questions: Step3 Group Discussion

14.  Situation 1 Providing Books and Magazines  Situation 2 Providing In-flight Comfort  Situation 3 Serving a Passenger with Disabilities  Situation 4 Duty-free Allowance Part 2 Dialogues

15.  Excuse me, may I have something to read?  We have some in-flight magazines and some newspapers. We have People’s Daily, China Daily, and some local papers. Which would you like, madam?  This is the airlines’ in-flight magazine. Wait a moment, please. Here you are.  I’m sorry, madam. There are no blankets left. You can turn off the cold air by turning the knob here if you like. You may feel better. Situation 1 Providing Books and Magazines

16.  Excuse me, miss? I want to listen to the movie. Would you please give me a pair of headphones?  You can put the jack plug into the socket and turn the knob like this…and you can get different programs on the channels.  Excuse me, madam. Do you need a blanket? Situation 2 Providing In-flight Comfort

17.  Here are the pillow and blanket. Shall I put them under your arm?  Excuse me, madam. May I put your bag in the compartment? We’re serving lunch now.  Please allow me to put down the table for you. What would you like for lunch, chicken or pork?  And what would you like to drink? Situation 3 Serving a Passenger with Disabilities

18.  Excuse me, madam. Would you like any duty-free goods?  Hello, sir. Can I interest you in any duty-free items?  The duty-free goods magazine in the rear pocket shows our selection.  One litre of wine is allowed for non-residents and one litre of wine or spirits for residents.  We have so many perfumes to choose from. You can read about them in your in-flight magazine. Situation 4 Duty-free Allowance

19.  Group work: Students are required to divided into small groups and perform the role-play based on the following topics. Credits will be granted according to the performance of each group. Part 3 Role Play

20.  Topics: 1. Serving passengers newspapers and magazines 2. Supplying pillows, blankets or headphones 3. Answering questions about the times of flight and services of the airline 4. Selling duty-free items Part 3 Role Play

21.  当乘客问及如何使用耳塞时： Look! Just put the earplugs into your ears and this plug into this hole at your seat armrest. Then you turn this dial and you can get different kinds of music. One of the channels has the sound for the movie.  告诉乘客即将播放电影： There’ll be a film on in a few minutes.  介绍个频道播放的节目： We offer folk songs, classical music, pop music and Chinese operas. So you can choose your favorite channel. Part 4 Supplementary Materials

22.  回收耳机时： We are going to collect the headsets. We do hope that you have enjoyed the program.  发航班纪念品时： This is our flight souvenir. I hope you’ll like it.  在机上销售免税商品时： Would you like to buy some duty free items?  当乘客支付非指定货币时： I’m sorry, sir. We don’t accept…You have to pay for it in US, Australian, New Zealand and HK dollars, U.K, pounds, Japanese Yen or Germany marks. Part 4 Supplementary Materials

23.  回答乘客有关货币兑换率的问题： The rate of exchange is 880 yuan RMB for 100US dollars, and 107yuan for 100 HK dollars.  找乘客零钱时： Here is your change, sir. Thank you very much.  当乘客问及机上读物时： We have People’s Daily, CAAC in-flight magazines, China Daily and other local papers for you to read. Which would you like? Part 4 Supplementary Materials