Unit 4 Customer Service阅读理解练习 2024-2025学年高二上学期中职英语高教版（2023修订版）基础模块3

Unit 4 Customer Service 阅读练习

第一部分 情景对话（7选5）

根据对话内容，从方框内的选项中选出能填入空白处的最佳选项，其中有两项多余。

A. Would you like a refund or a replacement? B. I bought this shirt here last week. C. Let me check your receipt first, please. D. What’s the problem with it? E. How long have you had this issue? F. I’m sorry to hear that. G. Can I exchange it for a larger size?

Customer: Excuse me, sir. Do you have a minute?

Shop Assistant: Sure! How can I help you today?

Customer:    1     But when I washed it, the color faded a lot.

Shop Assistant:    2   That shouldn’t happen with our products.   3   

Customer: Of course. Here you are. I bought it on July 15th.

Shop Assistant: Thank you. Let me confirm the details... Alright, we can solve this for you.     4    

Customer: A replacement would be better. But could I get a different color? The blue one faded too much.

Shop Assistant: No problem. We have this shirt in white and gray.   5  

Customer: Gray, please. And can you check if the size is the same as this one?

Shop Assistant: Absolutely. Let me get it for you right away.

第二部分 完形填空（10小题）

阅读下面短文，掌握其大意，然后从各题所给的A、B、C、D四个选项中，选出最佳选项。

Working in customer service requires both patience and professional skills. When a customer calls with a complaint, the first step is to  1   them and show understanding. For example, you might say, “I’m sorry to hear about your trouble

with our product.”​

Next, it’s important to  2   carefully to the customer’s problem. Do not interrupt them while they are explaining—let them finish so you can get all the necessary details. Once you understand the issue, you should   3   the problem back to the customer to confirm. This helps avoid misunderstandings, such as saying, “So what you’re saying is that the delivery was delayed by three days, right?”​

If you can solve the problem immediately, explain the   4   clearly. For instance, “I can send you a replacement item for free, and it will arrive in two days.” If the issue is more complex and needs time to fix, tell the customer a specific  5  when you will update them. Never leave them waiting without information.​

Sometimes customers may feel angry or frustrated. In such cases, it’s crucial to

stay 6  and not take their emotions personally. Your calm attitude can help calm the customer down. Remember, the goal is to  7   the customer’s trust, not to win an argument.​

After resolving the problem, always  8   the customer to ask if they have any other questions. This shows you care about their overall experience. Finally, take a moment to  9   the interaction—note down what the problem was and how you solved it. This helps improve service for future customers.​

Good customer service doesn’t just fix problems; it makes customers feel  10  and valued. This is key to building long-term relationships with them.​

Questions​

1.A. ignore    B. greet     C. blame     D. ignore​

2.A. listen     B. talk      C. shout     D. sleep​

3.A. repeat     B. forget    C. hide      D. change​

4.A. solution   B. problem   C. question  D. complaint​

5.A. time      B. place     C. person    D. reason​

6.A. calm      B. angry     C. sad       D. excited​

7.A. build     B. break     C. lose      D. waste​

8.A. ask       B. tell      C. order     D. command​

9.A. review    B. forget    C. delete    D. ignore​

10.A. heard    B. ignored   C. forgotten D. criticized

第三部分 阅读理解（5小题）

阅读下列短文，从每题所给的A、B、C、D四个选项中，选出最佳选项。

How to Provide Great Customer Service

Great customer service is the key to a successful business. It not only keeps old customers but also attracts new ones. Here are some important tips for providing excellent customer service.

First, respond quickly. Customers hate waiting for answers. Whether it’s a phone call, email, or message, try to reply within 24 hours. For urgent issues (like a wrong order or broken product), reply even faster—within 1 to 2 hours. This shows customers you care about their problems.

Second, listen actively. When a customer talks about their issue, don’t interrupt. Let them finish, then ask questions to make sure you understand. For example, if a customer says, “My package hasn’t arrived,” you can ask, “Could you tell me your order number so I can track it?” Active listening helps you solve the problem correctly the first time.

Third, offer clear solutions. Don’t use complicated words. Explain the options simply, like “We can send you a new item for free, or give you your money back.” Let the customer choose what works best for them. If you can’t solve the problem right away, tell them when you will get back to them (e.g., “I’ll check with the warehouse and call you in 30 minutes”).

    Finally, follow up. After solving the customer’s problem, send a short message or email a few days later. Ask if everything is okay, like “Hi, we wanted to check if your new shoes arrived on time. Let us know if you need more help!” This small step makes customers feel valued.

By following these tips, businesses can build strong relationships with customers and grow successfully.

1. What is the key to a successful business according to the passage?

A. Low prices.         B. Great customer service.

C. Many products.      D. Fast delivery.