4.5 Customer Service（Culture Understanding & Group Work）-《英语 基础模块3》（高教版第三版）《一课一练》（原卷版+解析版）

**基本信息** 基于中职学情，以课前预习-课堂检测分层设计，通过词汇-短语-句型-语篇递进路径巩固Customer Service单元知识，适配教学闭环，提升语言能力与学习能力。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇（8词）、重点短语（8组）、难句翻译（3句）|填空式检测夯实基础，翻译题强化句型理解，培养语言能力| |课堂检测|词汇应用（5题单选）、语篇理解（1篇完形填空）|单选考查词汇语境运用，完形填空在服务情境中综合应用知识，提升思维品质|

原创精品资源学科网独家享有版权，侵权必究！ 编写说明：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造河北专用《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练，完全对接河北对口升学考法。 本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Culture Understanding & Group Work）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（5）（Culture Understanding & Group Work） 【课前预习】 一、核心词汇检测 1. n. 耐心______ 2. n. 要求______ 3. v. 提及；提到______ 4. v. 减少；降低______ 5. n. 真诚______ 6. v. 许诺；承诺______ 7. n. 小册子；单张广告______ 8. n. 单子______ 【答案】1. patience 2. request 3. mention 4. reduce 5. sincerity 6. promise 7. leaflet 8. sheet 二、课文重点短语 1. 对……有耐心______ 2. 尽快地______ 3. 处理；解决______ 4. 做出投诉______ 5. 以……为傲______ 6. 多亏；由于______ 7. 试穿；检查______ 8. 不再______ 【答案】1. have patience with 2. as soon as possible 3. deal with 4. make a complaint 5. take pride in 6. thanks to 7. try out 8. no longer 三、课文难句翻译 原句：1. Since we have been partners for so long, we'll try our best to work out a better solution for you. 译文：既然我们合作已久，我们将尽力为您找到更好的解决方案。 原句：2. As you mentioned in your letter, delayed delivery will cause loss to your business. 译文：正如您在信中所提到的，延迟交货将给您的业务造成损失。 原句：3. To express our sincerity, we promise to give you a 5% discount on all the leaflets we may make for you in the future. 译文：为表达我们的诚意，我们承诺对未来为您制作的所有小册子给予5%的折扣。 【课堂检测】 一、词汇单选 1. The customer service representative showed great ________ when dealing with the angry customer. A. anger B. patience C. sadness D. fear 【答案】B 【解析】patience 意为'耐心'，为教材核心词汇，指客服代表在处理愤怒客户时表现出极大的耐心。 2. The customer made a special ________ for a refund within three days. A. question B. request C. answer D. problem 【答案】B 【解析】request 意为'要求'，make a request for 为固定搭配，意为'提出……的要求'。 3. As you ________ in your email, the goods were damaged during delivery. A. wrote B. mentioned C. spoke D. told 【答案】B 【解析】mention 意为'提及；提到'，为教材核心词汇，as you mentioned 意为'正如您所提到的'。 4. The store decided to ________ the price by 10% to attract more customers. A. increase B. raise C. reduce D. add 【答案】C 【解析】reduce 意为'减少；降低'，reduce the price 为固定搭配，意为'降价'。 5. To express our ________, we will send you a free gift with your next order. A. sincerity B. anger C. doubt D. worry 【答案】A 【解析】sincerity 意为'真诚'，为教材核心词汇，指为表达我们的诚意。 二、完形填空 阅读下面短文，从每题所给的A、B、C、D四个选项中，选出最佳选项。 Good customer service is the key to success for any business. When customers feel valued and respected, they are more likely to come back and recommend the company to 1.________. Last month, I had an experience that showed me what good customer service really means. I ordered a pair of shoes online, but when they arrived, I found that they were the wrong size. I was very disappointed and decided to make a 2.________ to the company. I called the customer service hotline and explained my problem. The staff member listened to me 3.________ and apologized for the mistake. She told me that they would send me the right size 4.________ and I could return the wrong pair for free. I was impressed by her attitude and professionalism. Four days later, I received the new shoes. They fit perfectly. Inside the box, there was also a small gift — a pair of socks. The company also sent me an email to 5.________ that I was satisfied with the solution. This experience taught me that good customer service can turn a bad situation into a 6.________ one. Companies that take 7.________ in serving their customers will 8.________ put customers in the first place. They try their best to find the best 9.________ for every problem. Such warm service will always make customers 10.________ their nice experience. 1. A. other B. others C. another D. the other 2. A. promise B. complaint C. request D. suggestion 3. A. carefully B. quickly C. loudly D. angrily 4. A. tomorrow B. next week C. at once D. next month 5. A. ask B. make sure C. forget D. doubt 6. A. happy B. sad C. angry D. worried 7. A. part B. pride C. care D. place 8. A. never B. sometimes C. always D. seldom 9. A. problem B. solution C. question D. trouble 10. A. forget B. remember C. ignore D. miss 1. 【答案】B 【解析】others 泛指 “其他人”，recommend sb. to others 表示 “把某人推荐给其他人”。 2. 【答案】B 【解析】固定搭配 make a complaint 意为 “投诉”，收到尺码错误的鞋子后，作者决定向商家投诉。 3. 【答案】A 【解析】carefully 意为 “认真地”，客服人员认真倾听顾客诉说问题。 4. 【答案】C 【解析】at once 表示 “立刻、马上”，商家承诺立即补发尺码合适的鞋子。 5. 【答案】B 【解析】make sure 意为 “确认、确保”，商家发送邮件确认作者对处理结果是否满意。 6. 【答案】A 【解析】结合语境，优质服务能把糟糕的处境转变为愉快的局面，happy 表示 “愉快的”。 7. 【答案】B 【解析】固定短语 take pride in 意为 “以…… 为荣；用心做好……”。 8. 【答案】C 【解析】always 意为 “总是”，注重服务的企业总会把顾客放在第一位。 9. 【答案】B 【解析】solution 意为 “解决方案”，企业尽力为每一个问题找到最佳解决办法。 10. 【答案】B 【解析】remember 意为 “铭记、记得”，贴心的服务会让顾客一直记住这份美好体验。 学科网（北京）股份有限公司 $原创精品资源学科网独家享有版权，侵权必究！ 编写说明：基于中职学生英语基础薄弱、学习内驱力不足的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造河北专用《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练，完全对接河北对口升学考法。 本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Culture Understanding & Group Work）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（5）（Culture Understanding & Group Work） 【课前预习】 一、核心词汇检测 1. n. 耐心______ 2. n. 要求______ 3. v. 提及；提到______ 4. v. 减少；降低______ 5. n. 真诚______ 6. v. 许诺；承诺______ 7. n. 小册子；单张广告______ 8. n. 单子______ 二、课文重点短语 1. 对……有耐心______ 2. 尽快地______ 3. 处理；解决______ 4. 做出投诉______ 5. 以……为傲______ 6. 多亏；由于______ 7. 试穿；检查______ 8. 不再______ 三、课文难句翻译 原句：1. Since we have been partners for so long, we'll try our best to work out a better solution for you. 原句：2. As you mentioned in your letter, delayed delivery will cause loss to your business. 原句：3. To express our sincerity, we promise to give you a 5% discount on all the leaflets we may make for you in the future. 【课堂检测】 一、词汇单选 1. The customer service representative showed great ________ when dealing with the angry customer. A. anger B. patience C. sadness D. fear 2. The customer made a special ________ for a refund within three days. A. question B. request C. answer D. problem 3. As you ________ in your email, the goods were damaged during delivery. A. wrote B. mentioned C. spoke D. told 4. The store decided to ________ the price by 10% to attract more customers. A. increase B. raise C. reduce D. add 5. To express our ________, we will send you a free gift with your next order. A. sincerity B. anger C. doubt D. worry 二、完形填空 阅读下面短文，从每题所给的A、B、C、D四个选项中，选出最佳选项。 Good customer service is the key to success for any business. When customers feel valued and respected, they are more likely to come back and recommend the company to 1.________. Last month, I had an experience that showed me what good customer service really means. I ordered a pair of shoes online, but when they arrived, I found that they were the wrong size. I was very disappointed and decided to make a 2.________ to the company. I called the customer service hotline and explained my problem. The staff member listened to me 3.________ and apologized for the mistake. She told me that they would send me the right size 4.________ and I could return the wrong pair for free. I was impressed by her attitude and professionalism. Four days later, I received the new shoes. They fit perfectly. Inside the box, there was also a small gift — a pair of socks. The company also sent me an email to 5.________ that I was satisfied with the solution. This experience taught me that good customer service can turn a bad situation into a 6.________ one. Companies that take 7.________ in serving their customers will 8.________ put customers in the first place. They try their best to find the best 9.________ for every problem. Such warm service will always make customers 10.________ their nice experience. 1. A. other B. others C. another D. the other 2. A. promise B. complaint C. request D. suggestion 3. A. carefully B. quickly C. loudly D. angrily 4. A. tomorrow B. next week C. at once D. next month 5. A. ask B. make sure C. forget D. doubt 6. A. happy B. sad C. angry D. worried 7. A. part B. pride C. care D. place 8. A. never B. sometimes C. always D. seldom 9. A. problem B. solution C. question D. trouble 10. A. forget B. remember C. ignore D. miss 学科网（北京）股份有限公司 $