城市轨道交通客运服务英语 Unit 11 Dealing with Lost
城市轨道交通运营管理客服英语第三版课件
城市轨道交通运营管理客服英语第三版课件City urban rail transit operation management customer service English third edition courseware1. Introduction- Importance of customer service in urban rail transit operation management- Overview of the third edition of the English courseware2. Customer Service Basics- Definition of customer service in the context of urban rail transit- Key principles of effective customer service- Communication skills for customer service representatives3. Understanding Customer Expectations- Identifying the needs and expectations of urban rail transit customers- Responding to customer complaints and feedback- Addressing concerns related to safety, cleanliness, and comfort4. Communication Channels- Various communication channels for customer service in urban rail transit- Utilizing social media and online platforms for customer engagement- Handling customer inquiries and providing accurate information5. Handling Difficult Situations- Dealing with challenging passengers and managing conflicts- Handling emergency situations and providing immediate assistance- Training customer service representatives in stress management6. Enhancing Customer Experience- Improving station facilities and access for customers with disabilities- Implementing customer-centric policies and procedures- Developing loyalty programs and incentives to enhance customer satisfaction7. Continuous Improvement- Collecting customer feedback and conducting surveys- Analyzing data to identify areas of improvement in customer service- Collaborating with other departments to implement necessary changes8. Cultural Competence- Understanding and respecting cultural differences among customers- Training customer service representatives incultural sensitivity- Providing appropriate assistance to foreign tourists and non-native English speakers9. Conclusion- Recap of the importance of customer service in urban rail transit operation management- Summary of key topics covered in the third edition of the English coursewareIn this above 1,000-word document, we have explored the importance of customer service in urban rail transit operation management and introduced the third edition of the English courseware. We have discussed customer service basics, understanding customer expectations, communication channels, handling difficult situations, enhancing customer experience, continuous improvement, and cultural competence. By implementing effective customer service strategies, urban rail transit can ensure a satisfactory and pleasant experience for its passengers.。
城市轨道交通运营管理客服英语第三版课件
城市轨道交通运营管理客服英语第三版课件城市轨道交通运营管理客服英语第三版课件教学内容1.介绍城市轨道交通运营管理的概念和背景2.讲解客服在城市轨道交通中的重要性及职责3.学习处理乘客问题和投诉的常用英语表达4.分析应对突发情况的应急英语用语5.实践模拟客服工作，进行角色扮演练习教学准备1.课件手稿和投影仪2.白板和白板笔3.角色扮演练习材料4.音频设备（可选）教学目标1.了解城市轨道交通运营管理的基本概念和原则2.掌握客服在轨道交通中的职责和技巧3.学会运用英语表达处理乘客问题和投诉4.熟悉应对突发情况的应急英语用语5.提高沟通和解决问题的能力设计说明1.通过理论讲解和实践练习相结合的方式进行教学2.利用角色扮演练习让学生亲身体验客服工作3.引入真实案例和故事，增加学习的趣味性和实际性4.创造积极互动的氛围，鼓励学生多参与讨论和提问教学过程1.引入（10分钟）–介绍城市轨道交通运营管理的背景和现状–引发学生对客服工作的兴趣和重要性2.理论讲解（20分钟）–客服在轨道交通中的职责和技巧–处理乘客问题和投诉的常用英语表达–应对突发情况的应急英语用语3.角色扮演练习（30分钟）–分发角色扮演材料，让学生扮演轨道交通客服人员和乘客–实践处理乘客问题和投诉的情景–提供反馈和建议，鼓励学生改进表达和解决问题的能力4.案例分享与讨论（15分钟）–分享真实案例和故事，讨论客服在应对突发情况中的经验和策略–学生分享自己的观点和建议5.小结（5分钟）–总结课程内容和重点–强调学生在实践中的进步和改进的空间课后反思1.检查学生的理解和掌握情况，根据实际情况调整教学方法和内容2.回顾课程中存在的问题和改进的空间，保持不断提升教学质量的态度3.鼓励学生在实践中继续提高沟通和解决问题的能力4.提供相关参考资料和练习题，帮助学生进一步巩固所学知识和技能。
城市轨道交通运营管理客服英语第三版课件（续）教学内容1.介绍城市轨道交通运营管理的概念和背景2.讲解客服在城市轨道交通中的重要性及职责3.学习处理乘客问题和投诉的常用英语表达4.分析应对突发情况的应急英语用语5.实践模拟客服工作，进行角色扮演练习6.提供相关参考资料和练习题，巩固所学知识和技能教学准备1.课件手稿和投影仪2.白板和白板笔3.角色扮演练习材料4.音频设备（可选）5.相关参考资料和练习题的复印件教学目标1.了解城市轨道交通运营管理的基本概念和原则2.掌握客服在轨道交通中的职责和技巧3.学会运用英语表达处理乘客问题和投诉4.熟悉应对突发情况的应急英语用语5.提高沟通和解决问题的能力6.巩固所学知识和技能，提高在实践中的应用能力设计说明1.通过理论讲解和实践练习相结合的方式进行教学2.利用角色扮演练习让学生亲身体验客服工作3.引入真实案例和故事，增加学习的趣味性和实际性4.创造积极互动的氛围，鼓励学生多参与讨论和提问5.提供相关参考资料和练习题，巩固学生在课后的学习效果教学过程1.引入（10分钟）–介绍城市轨道交通运营管理的背景和现状–引发学生对客服工作的兴趣和重要性2.理论讲解（20分钟）–客服在轨道交通中的职责和技巧–处理乘客问题和投诉的常用英语表达–应对突发情况的应急英语用语3.角色扮演练习（30分钟）–分发角色扮演材料，让学生扮演轨道交通客服人员和乘客–实践处理乘客问题和投诉的情景–提供反馈和建议，鼓励学生改进表达和解决问题的能力4.案例分享与讨论（15分钟）–分享真实案例和故事，讨论客服在应对突发情况中的经验和策略–学生分享自己的观点和建议5.小结（5分钟）–总结课程内容和重点–强调学生在实践中的进步和改进的空间6.课后巩固（持续至课堂结束）–提供相关参考资料和练习题，供学生在课后巩固所学知识和技能–鼓励学生根据实际情况进行实践，并提供反馈和答疑支持课后反思1.检查学生的理解和掌握情况，根据实际情况调整教学方法和内容2.回顾课程中存在的问题和改进的空间，保持不断提升教学质量的态度3.鼓励学生在实践中继续提高沟通和解决问题的能力4.提供相关参考资料和练习题，帮助学生进一步巩固所学知识和技能。
《城市轨道交通站务英语》电子教案 Unit 10
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Unit１０Emergency
A:I think I can call１１０for you.
B:Thanks.
Part Three
A:Oh,my god.Please don’t crowd me.What’s up?
B:I fell off the train and suffered a concussion as well as a couple
到了.
４.Tell me about the accident in detail. 告诉我事件细节.
５.I think I can call１１０for you. 我想我会给你报警.
６.Please don’t crowd me. 请不要拥挤.
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Unit１０Emergency
７.Calm down! 镇定!
Unit１０Emergency
Passage
Steps of emergency in the subway
Step１:Listen to all announcements
Step２:Alert the driver and/or train control by using any
come here soon.
B:Thank you.
Part two
A:Can I help you?
B:I was stolen.
A:Tell me about the accident in detail.
城市轨道交通客运服务英语口语
城市轨道交通客运服务英语口语Urban rail transit is an essential mode of transportation in modern cities. With the rapid urbanization and population growth, the demand for efficient and reliable urban rail transit services has increased significantly. In this article, we will discuss the English language skills necessary for providing excellent customer service in urban rail transit.Firstly, effective communication is crucial in providing quality customer service. As a staff member in urban rail transit, it is essential to greet passengers with a warm and friendly attitude. Simple greetings like "Good morning" or "Welcome aboard" can go a long way in making passengers feel valued and comfortable. Additionally, being able to understand and respond to passenger inquiries is essential. Staff members should be knowledgeable about the transit system, including routes, schedules, and ticketing information, to provide accurate and helpful answers to passengers' questions.Secondly, clear and concise announcements are vital for ensuring smooth operations and passenger satisfaction. Staff members should be proficient in English pronunciation and enunciation to deliver announcements that are easily understood by passengers. Announcements should include information about upcoming stops, transfer points, and any delays or disruptions in service. It is important to speak slowly and clearly, using simple language to ensure that passengers can comprehend the message.Furthermore, problem-solving skills are essential in handling customer complaints and issues. Some passengers may encounter difficulties, such as lost items, ticketing problems, or delays. Staff members should be patient and empathetic when dealing with these situations. They should actively listen to passengers' concerns and work towards finding a satisfactory solution. Being able to offer alternative options or assistance, such as providing directions or contacting the appropriate authorities, can greatly improve the customer experience.Moreover, teamwork and cooperation are crucial for providing efficient and seamless customer service. Urban rail transit systems involve various departments and personnel working together to ensure smooth operations. Staff members should collaborate withtheir colleagues to address passenger needs and resolve any issues promptly. Effective communication among team members is essential to ensure that information is shared accurately and timely.Additionally, cultural awareness and sensitivity are important when providing customer service in urban rail transit. Cities attract people from diverse backgrounds and cultures, and staff members should be respectful and understanding of these differences. Being aware of cultural norms and customs can help staff members avoid misunderstandings and provide a more inclusive and welcoming environment for all passengers.In conclusion, providing excellent customer service in urban rail transit requires effective communication, clear announcements, problem-solving skills, teamwork, and cultural awareness. By mastering these English language skills, staff members can ensure a positive and pleasant experience for passengers. Urban rail transit plays a vital role in the transportation infrastructure of cities, and by delivering exceptional customer service, it contributes to the overall satisfaction and convenience of city dwellers and visitors alike.。
《城市轨道交通客运服务英语》教学大纲
《城市轨道交通客运服务英语》课程教学大纲一、课程基本情况课程基本情况表二、课程定位本课程为城市轨道交通专业职业基础必修课，是一门理论联系实际的课程，旨在帮助学生获取城市轨道交通服务英语口语的基础技能。
本课程提供了大量的城市轨道交通服务口语素材和英语对话实例，帮助学生在获得感性认识基础上提高城市轨道交通服务英语口语的能力，为学生今后用英语进行沟通，在城市轨道交通公司的相关岗位从事服务工作打下扎实的基础。
三、教学目标（一）课程总目标在城市轨道交通服务场景中，能用英语与旅客或同事进行基本沟通。
（二）具体目标1、知识目标：掌握城市轨道交通服务、特殊要求旅客的处理、紧急情况处理、急救场景中的常用英语口语表达方式。
2、能力目标：在城市轨道交通服务、特殊要求旅客的处理、紧急情况处理、急救场景中，能用英语与旅客或同事进行基本沟通。
3、素质目标：①感性了解城市轨道交通公司的工作氛围②基本具备跨文化交际、与上司或同事沟通的能力③基本具备团队协作的能力及对工作任务的执行能力四、教学内容及教学要求教学内容与教学要求五、教学方法与教学条件（一）教学方法：1.以《城市轨道交通客运服务英语》课程标准为导向，合理安排教学；2.以模拟城市轨道交通客运服务英语工作过程实施教学，采用项目教学法、分组练习、现场示范实施教学任务。
采用项目教学、任务驱动等可操作性强的教学方式。
课程按照城市轨道交通人员工作岗位及实践活动的工作需要而设置工作任务，在任务驱动中充分发挥学生的主体作用，强调学生的自我技能实践。
并以工作岗位对城市轨道交通服务人员所提出的要求通过相应的英语水平等级测试。
（二）教学条件：教室：商务英语实训室教师应发挥主观能动性，充分开发事业有成的毕业生、用人单位、企业家、劳动模范和先进人物等德育资源，充分利用电视、报刊、网络等媒体，重视现代教学手段的使用和开发。
六、课程考核方式本课程为考试课，考核方式实施“N+1+1”的过程考核制度，其中“N”是教学过程的考核次数，占总成绩的40%，分别是：考勤10%、课堂表现10%、作业10%、实践10%；第一个“1”是课堂笔记，占总成绩的10%，第二个“1”是期末考试，占总成绩的50%。
城市轨道交通专业英语(运营管理方向)习题答案
Part 1 Situational Conversation情景对话1。
1 Service 服务A.subway； figure out； direction； stopsB。
1。
您可以从C1口出坐8路到人民公园。
2.打扰了，您能告诉我从这儿怎样乘坐地铁去火车站吗？3.到了之后在E出口出,上面有公交接驳。
4。
您必须在烈士陵园站下车，换乘3号线。
C.1。
arrive2。
pull in3.from4。
leaves5。
tookA。
1。
My wallet is gone! I may have left it on the train.2. Please tell me the time and direction of the train。
3。
Please describe your backpack.4。
It's a blue and black backpack， made of canvas。
It’s 40 centimeters wide and 60 centimeters long。
5。
Please tell me your name and phone number。
We’ll contact you as soon as we find it。
B。
1。
你好，我的公文包被落到列车上了。
2.哦,我的钥匙掉到站台里了！我可以看到他们在轨道上！3.我很担心.我的文件包里有我们公司许多重要的文件和数据！4.你能帮我找我的身份证吗？我想是昨天下午掉到站台上了.5.你好，我的手机不见了。
我可以用你的电话打个电话吗?C.1。
security 2。
for a long time 3. peak 4。
duty 5. cooperate1.2 Ticketing售票A。
1. Yes， youcan。
2. It'sthree ways.3。
5 yuan, 10 yuan and 20 yuan。
城市轨道交通客运服务英语(第五章)Special Events Services 异常情况篇
Task 1——Dialogues 情景对话
Dialogue A I’m afraid I have a complaint1 to make.
Setting: Mark saw someone eating durian2 on the subway this morning. He got angry and now S:I’m sorry. It’s our fault. We will be much stricter in the future to supervise7 passengers not eating food on the subway. We will not let this kind of incident happen again. We are really sorry for the ( inconv).enience M: There are also some passengers listening to music in the subway without earphones8, which is too noisy9. I hope you take this seriously. It seriously ( affected ) other people. S:Thank you for your opinion10. We must strengthen11 the supervision and put an end to12
LOGO
城市轨道 交通客运 服务英语
Project 5
Special Events Services
异常情况篇
Task 1 Task 2
Dealing with Complaints 处理乘客投诉
城市轨道交通客运服务英语 Unit 11 Dealing with Lost
Words & Phrases
Activity 1
Lily : Ok. Please give me some personal details.
Passenger : Yes.I’m Jason Smith. My contact telephone number is 635349.
Activity 2
Passenger : It’s a Polo. The logo is at the bottom in the
Dialoge B Words & Phrases Activity 5 Activity 6 Activity 7&8
back corner. Lily : OK, can you name the items in it? Passenger : Well, some cash and two bank cards. Oh, also my girlfriend’s photo. Lily : I’m sure it’s your wallet. Thank you for your cooperation. And you must sign the “lost and found” form to make sure you have it back.
Dialogue A When and where did you lose the briefcase?
Dialoge A
Words & Phrases
Activity 1
Activity 2
Activity 3&4
Dialogue A When and where did you lose the briefcase?
民航服务英语 教学课件 ppt 作者 叶宁 43222 民航服务英语11
民航服务英语
Unit 11 Dealing with Emergencies
Part II Reading
Exercise 1 Put these words into the right column. hijackings small injuries intoxicated passengers on-board births and deaths smoke in the cabin bleeding nose dangerous goods emergency landings illness
民航服务英语
Unit 11 Dealing with Emergencies
Key Sentences
Ladies and gentlemen：We are encountering turbulence．Please return to your seats and fasten your seat belts. Thank you ！ 尊敬的旅客：我们遇到气流，请回到您的座位上并系好安全带，谢谢！ Because it’s impossible for the plane to land, the airport has been closed. 由于飞机不能着陆，机场已经关闭。 I’m afraid we can do nothing about it. 恐怕对此我们无能为力。 I’m sorry to hear that. Are you sure you’ve lost it in the cabin? 很遗憾，您确定丢在机舱内了吗？ Please leave your name, address, telephone number and everything about your handbag. 请留下您的姓名、地址、电话号码和关于您行李的一切信息。 Please remain calm. You’d better think it over. 请您冷静。您再好好想一想。 If they have any information about it, they’ll get in contact with you. 如果他们有关于行李的任何信息，他们会与您取得联系。 I’ll report to the captain immediately. 我将马上向机长汇报。 He’ll send the message to the ground staff at the airport. 他会给机场地面工作人员发信息。
城市轨道交通实用英语英语情景对话
城市轨道交通实用英语英语情景对话S=Staff (工作人员) P=Passenger (乘客)S: Good afternoon. What can I do for you?P: Good afternoon. Which line should I take to the Art Gallery?S: There are many lines passing by the Art Gallery, such as the line 2, line 4 and line 5.P: Can I get there directly or do I have to change to another line?S: You can go there directly by the line 2 and the line 4. If you take the line 5, you need to transfer to the line 3 at the station of X in h u a Road.P: Id better take those lines which can arrive directly.I cant figure out the subway system at all.S: It is easy. You just need follow the instructions of the map in the subway station.P: I will. How much is the fare?S: The price of the ticket is 2 yuan no matter where you go.P: By the way, how can I get out of the station after getting off?S: That’s very easy. The exit is always open, and thereare signs.P: It is the first time for me to take a trip to Nanjing. Therefore I am not familiar with anything here.S: In this case, you d better buy a map. It will be convenient for you to go around.P: I agree with you. Can I buy the ticket here?S: No. This is the information desk. There are ticket offices and the ticket vending machines over there, where you can buy your ticket.P: How long will it take to get to the Art Gallery?S: The subway is extremely quick. There are 4 stops in total, and it will take about 15 minutes.P: I see. Thank you very much.S: You are welcome. Have a nice trip!。
上交大高职《城市轨道交通客运服务英语》教学资料 教学检测 Answers to Test I
Answers to Test I I. Translate the following items into Chinese(20%).1．实际上，事实上2．服务员3．入口4．售票机5．离开前往6．充值7．磁的8．车厢9．走廊10．车长11．钱包12．地铁13．通知14．特快列车15．路过列车16．继续，前进17．小心18．接近19．暗示20．喇叭，扬声器II. Briefly answer the following questions (20%).1.Morse Code is also called as wireless telegraphy. It was invented by Guglielmo Marconi in1895. Some people believe that the Morse Code is the earliest broadcasting communicating signal used in the train.2.Signals have two purposes, protection and control. There are two types of signals, permissiveand absolute. You can tell if a signal is permissive or absolute by looking at it. Permissive signals only provide protection. Absolute signals provide both control and protection.Functionally, the basic difference between permissive and absolute signals is the most restrictive type of indication each can display.3.The Chinese Train Control System is a train control system used on railway lines in People'sRepublic of China. CTCS is similar to the European Train Control System (ETCS). It has two subsystems: ground subsystem and onboard subsystem. The ground subsystem may based on balise, track circuit, radio communication network (GSM-R), and Radio Block Center (RBC).The onboard subsystem includes onboard computer and communication module.4.ATP can also refer to automatic train protection systems in general, as implemented in otherparts of Europe and elsewhere. Automatic Train Protection (A TP) means either of two implementations of a train protection system installed in some trains in order to help prevent collisions through a driver's failure to observe a signal or speed restriction.5.There are many kinds of railroad vehicles, and trains are only one of these kinds. High-speedrails, monorails, light rails, maglev trains and metros are all railroad vehicles.IV. Translate the following text into Chinese (20%).1.火车是铁路运输的一系列的车辆，通常沿一个轨道运输货物或乘客。
城市轨道交通客运服务英语(第三章)In the Subway Station 站内篇
8. ___n_e_x_t__to__
9. o__n_/__a_t_t_h_e_c__o_r_ner
10. __r_e_s_t_r_o_o_m___
11. _____e_x_i_t ____
12. _t_r_a_n_s_f_e_r__ 13. _g__o_u__p_s_ta__ir_s__/ _d_o_w__n_s_t_a_i_rs
2. Use the map of Beijing Subway System below to practice helping
ቤተ መጻሕፍቲ ባይዱ
passengers get the best way to their destinations with your partners.
Here is an example for your reference.
P:( Excuse me ), sir? S:Yes? Can I help you? P:I’d like to go to Xidan Station. Would you please tell me how to get there? S:( Sure ). You can take Line 10 and get off1 at Guomao Station which is a transfer station.
Task 1——知视角
城市 广州
上海
景点
中文名称 鲁迅纪念馆
黄埔军校 东方明珠 广播电视塔
蓬莱公园
英文名称 The Lu Xun Memorial Hall
Whampoa Military Academy
The Oriental Pearl Radio & TV Tower
lost tickets and refund
Summary
the issue of replacement ticket to process the replacement to fulfill one’s request to sustain the loss or damage to guard against fraudulent use and refund to verify some of the findings to request the refund
Useful Expressions
Dialogue C A return ticket I will use the first part and left the return portion unused. Recalculate the fare Total amount The round trip fare The remaining value Fraudulent/ countersign
a. in order to guard against fraudulent use and refund b. by the airlines according to their tariffs c. tickets presented for transportation or refund by other than the true owner d. the refund of a lost ticket e. the actual ticket and a letter explaining your reason why this ticket should be refunded along with your name and address to the airlines refund department f. in the office where the ticket was purchased g. the airlines for any loss or damage it may sustain because of the use of the unused portion for the transportation or refund h. unless the complete number of the lost ticket is entered i. for handling the refund of a lost ticket j. by checking some of the points before processing the refund
城市轨道交通运营管理《2.1失物招领》
Teaching Objectives
✓1. grasp the main words and phrases ✓2. master the key language points and sentence structures in the dialogues; ✓3.understand the correct expressions in the subway station.
第一页，共八页。
CONTENTS
Part 1 Station Reception English 接待用语 Part 2 Ticet Affairs 票务事务
Part 3 Service In The Concourse 站厅效劳
站台效劳 Part 5 Disposal of Passengeer/plastic/canvas…
Is there anything distinctive about the bag
第六页，共八页。
TranslationTranslate the following sentences into English:
1、请描述一下您背包的样子。 2、我的钱包不见了！我大概把它落在列车上了。 3、请告诉我您乘坐的列车时间和方向。 4、这是一个黑白相间的帆布背包，大约20厘米宽，40厘米5、长。 5、请留下您的姓名和，我们一旦找到会马上通知您。
1. backpack 4. carrier bag
2. briefcase 5. suitcase
3. handbag 6. wallet
a __________
b __________
c __________
d __________
e ___________
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Dialogue A When and where did you lose the briefcase?
Dialoge A
Words & Phrases
Activity 1
Activity 2
Activity 3&4
Dialogue A When and where did you lose the briefcase?
Dialogue A When and where did you lose the briefcase?
Dialoge A
Passenger : Well, It’s about 5:10 p.m. I washed my hands and my briefcase was next to me at the washroom at the end of the platform.
Passenger : Some important documents, pens, a novel I was planning to read on the
Activity 2
Activity 3&4
subway.
Lily : Right. When and where did you lose the briefcase?
Activity 2
Activity 3&4
Dialogue B Could you tell me what your wallet looks like?
Dialoge A
Words & Phrases
Activity 1
Activity 2: Listen again and try to fill in the blanks.
telling 1. Would you mind __________ me some details clearly ? where did you lose 2. When and _________ the briefcase?
Activity 3&4
Lily : Fine. If you could come down to the station tomorrow, you can sign a form and have a look at what we’ve got here.
Passenger : Thanks a lot. Lily : My pleasure.Dial NhomakorabeagueA
DialogueB
Exercise
Fun Time
WARM-UP
Lily is working at Lost Property Office. She usually deals with lost property including cellphones, keys, tickets, cameras, ID cards, briefcases, umbrellas and so on. What else do you think the passenger will lose at the station or on the train?
Activity 1
Lily : Would you mind telling me some details clearly ?
Passenger : Well, it’s light brown and got two buckles at the front.
Lily : What did you have inside the briefcase?
Unit 11 Dealing with Lost
OBJECTIVES
Learn the words and expressions on dealing with lost.
Deal with lost well.
Patient and warm heart.
Reading & Writing
Warm Up
Activity 3&4
2. Where does the passenger ask for help? ________________________________ Lost Property.
Dialogue A When and where did you lose the briefcase?
Dialogue A When and where did you lose the briefcase?
Lily : Lost Property. Can I help you ?
Dialoge A
Passenger : Yes, please. I lost my briefcase.
Words & Phrases
Activity 2
Activity 3&4
Dialogue A When and where did you lose the briefcase?
Dialoge A
Words & Phrases
Activity 1
Activity 3: Listen, look up and say. Work in pairs (practicing the dialogue with the partner). Activity 4: Role play (Making dialogues with the given words).
Dialoge A
Activity 1 : Listen and guess. 1. What did the passenger lose? The briefcase. ________________________________
Words & Phrases
Activity 1
Activity 2
Words & Phrases
Activity 1
Lily : Ok. Please give me some personal details.
Passenger : Yes.I’m Jason Smith. My contact telephone number is 635349.
Activity 2