Module 1Ticketing Service
Unit 1Booking tickets3
Unit 2Collecting tickets10
Unit 3Refunding tickets16
Unit 4Changing tickets22
Unit 5Buying on-board ticket29
Module 2Station Service
Unit 1Inquiry39
Unit 2Checking ID Cards and Real-name Tickets45
Unit 3Security Check51
Unit 4Waiting-room Service57
Unit 5Station Announcement62
Unit 6Service at the Ticket Entrance68
Unit 7Service in the Platform74
Unit 8Connecting Service80
Unit 9Service at the Passenger Exit86
Unit 10Left-baggage Service92
Unit 11Luggage Delivery Service98
Unit 12Lost and Found104
Module 3On-train Service
Unit 1Welcome Passengers Aboard113
Unit 2Service in the Carriage120
Unit 3Dining Car Service126
Unit 4Special Passengers Service134
Unit 5Medical Emergency Service142
Unit 6Emergency service149
Unit 7Service Before Arrival158
Unit 8Handling Complaints164
Unit 9Onboard Announcement169