《郵政英語》內(nèi)容涉及郵政行業(yè)各業(yè)務(wù)板塊，如：郵務(wù)類業(yè)務(wù)、速遞物流業(yè)務(wù)、金融保險業(yè)務(wù)、集郵業(yè)務(wù)等。具體內(nèi)容包括郵政歷史、萬國郵聯(lián)、普遍服務(wù)、郵局、投遞員、客戶服務(wù)、集郵、直復(fù)營銷、速遞、物流、郵政技術(shù)與設(shè)備、郵政金融保險、社會責(zé)任和郵政可持續(xù)發(fā)展等方面的相關(guān)知識。
本教材編寫隊伍深入企業(yè)一線學(xué)習(xí)調(diào)研，長期為郵政企業(yè)進(jìn)行郵政英語培訓(xùn)，開展多項教育和郵政課題研究，并且參與了郵政職業(yè)技能鑒定培訓(xùn)教材的編寫和中國郵政網(wǎng)絡(luò)培訓(xùn)學(xué)院的建設(shè)。本教材是編寫組各位成員多年教學(xué)和企業(yè)實踐經(jīng)驗的結(jié)晶。
我國高職高專教育的春天來到了。隨著國家對高職高專教育重視程度的加深，職業(yè)技能教材體系的建設(shè)成為了當(dāng)務(wù)之急。高職高專過去沿用和壓縮大學(xué)本科教材的時代一去不復(fù)返了。
語言學(xué)家Hamer指出：“如果我們希望學(xué)生學(xué)到的語言是在真實生活中能夠使用的語言，那么在教材編寫中接受技能和產(chǎn)出技能的培養(yǎng)也應(yīng)該像在生活中那樣有機(jī)地結(jié)合在一起�！�
教改的關(guān)鍵在教師，教師的關(guān)鍵在教材，教材的關(guān)鍵在理念。我們依據(jù)《高職高專教育英語課程教學(xué)基本要求》的精神和編者做了大量調(diào)查，秉承“實用為主，夠用為度，學(xué)以致用，觸類旁通”的原則，歷經(jīng)兩年艱辛，為高職高專學(xué)生編寫了這套專業(yè)技能課和實訓(xùn)課的英語教材。
本套教材的內(nèi)容貼近工作崗位，突出崗位情景英語，是一套職場英語教材，具有很強(qiáng)的實用性、仿真性、職業(yè)性，其特色體現(xiàn)在以下幾個方面：
1.開放性
本套教材在堅持編寫理念、原則及體例的前提下，不斷增加新的行業(yè)或崗位技能英語分冊作為教材的延續(xù)。
2.國際性
本套教材以國內(nèi)自編為主，以國外引進(jìn)為輔，取長補(bǔ)短，渾然一體。目前已從德國引進(jìn)了某些行業(yè)的技能英語教材.還將從德國或他國引進(jìn)優(yōu)
秀教材經(jīng)過本土化后奉獻(xiàn)給廣大師生。
3.職業(yè)性
本套教材是由高職院校教師與行業(yè)專家針對具體工作崗位、情景過程共同設(shè)計編寫。同時注重與行業(yè)資格證書相結(jié)合。
Unit 1 The Post
Reading 1 History of the Post
Reading 2 Universal Postal Union
Unit 3 Post 0ffice
Reading 1 Post Office of the Royal Mail
Reading 2 Being Your Own Postman
Unit 3 Mail Carrier
Reading 1 Delivering the Mail
Reading 2 Proud to Serve
Unit 4 Customer Service
Reading 1 How to Treat Your Customers?
Reading 2 Dealing with Difficult Customers
Unit 5 Philately
Reading 1 Such a Simple Idea-The Story of the Postage Stamp
Reading 2 The Philatelist's Passion
Unit 6 Direct Marketing
Reading 1 Mailshots
Reading 2 A Piece that Pops
Unit 7 EMS and Logistics
Reading 1 TNT Express
Reading 2 UPS Supply Chain Solutions
Unit 8 Postal Technology and Equipment
Reading 1 Sorting the Mail
Reading 2 The Challenge of Emerging Technologies
Unit 9 Postal Finance and Insurance
Reading 1 Japan Post Bank
Reading 2 How Does Insurance Work?
Unit 10 Social Responsibility
Reading 1 Leaving a Green Footprint
Reading 2 Taking Responsibility
7. If you welcome complaints you're able to rectify the problem, then you are contributing towards your Striving for Excellence.
8. You should also realize that sometimes for no apparent reason your customers may feel: Hassled, Upset, Angry and Confused.
So you should always think about your customers' feelings. For example, if you must leave them at the counter to go away and gain the information you need, tell them what you are doing and why. Don't leave them guessing. One person's attitude towards a customer can change that customer's opinion of the whole organization. Keep your customers satisfied. Dissatisfaction leads to losing customers and losing customers means less revenue.
9. Finally by asking questions you are able to find out the customers' true needs and not your perceived idea of these needs. Once you have found out their needs then you are able to make suggestions that will help them to gain the service best suited to them. Remember the customer does not like waiting, especially when it is not necessary. You know that sometimes long queues make it impractical to give your customers anything other than fast service, but fast service with a smile can send them away happy.
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