4.2 Customer Service（Reading and Writing 1）-《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** 中职英语《基础模块3》Unit 4同步练，通过“课前预习+课堂检测”分层设计，构建词汇-短语-句型-语篇的知识巩固路径，适配学情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、重点短语、课文难句|8词8短语默写夯实基础，3难句翻译衔接课文，激活预习内驱力| |课堂检测|词汇应用、语篇理解|10题单选强化词汇辨析，5题阅读聚焦客服投诉处理，实现从基础到综合应用的梯度提升|

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（Reading and Writing 1）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（2）（Reading and Writing 1） 【课前预习】 一、核心词汇检测 1. n. 递送；运载______ 2. v. 延迟；推迟______ 3. n. 道歉______ 4. v. 退还；退款______ 5. adj. 空白的______ 6. adj. 真诚的______ 7. n. 解决方法______ 8. v. 安排______ 二、课文重点短语 1. 由于；因为______ 2. 负责……______ 3. 确保；确定______ 4. 给……造成损失______ 5. 在保修期内______ 6. 对……表示歉意______ 7. 等待______ 8. 检查；核对______ 三、课文难句翻译 原句：1. It happened that there was another company who ordered similar leaflets in the same district as your company. 原句：2. Even though you didn't express such a request, we will reduce the price of the leaflets by 15%. 原句：3. As you mentioned in your letter, delayed delivery will cause loss to your business. 【课堂检测】 一、词汇单选 1. The ________ of goods was delayed by the bad weather. A. delivery B. sale C. production D. purchase 2. We'll arrange a second ________ as quickly as possible. A. meeting B. delivery C. party D. class 3. I'd like to ________ my sincere apology for the inconvenience caused. A. give B. express C. tell D. speak 4. The staff member put the wrong address sheet on the package and thus ________ the problem. A. solved B. caused C. found D. avoided 5. We will try our best to work out a better ________ for you. A. question B. problem C. solution D. trouble 6. Please ________ that you receive the right leaflets tomorrow. A. make sure B. look for C. wait for D. pay for 7. The delay was ________ the staff member's carelessness. A. because B. due to C. thanks for D. instead of 8. The customer asked to have his money ________ because of the poor quality. A. paid B. spent C. refunded D. cost 9. The screen of my watch is always ________ even after charging. A. bright B. colorful C. blank D. clear 10. We promise to give you a 5% discount on all future ________. A. orders B. foods C. books D. clothes 二、阅读理解 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。 How to Handle Customer Complaints Customer service is an important part of any business. When customers are not happy with a product or service, they may make complaints. Knowing how to handle these complaints well can help a company keep its customers. First, listen carefully to the customer. Let them explain the problem fully without interrupting. This shows respect and helps you understand what went wrong. For example, if a customer says their mobile phone battery doesn't work, ask them to describe exactly what happened. Second, apologize sincerely for the inconvenience caused. Even if the problem is not your fault, saying sorry can calm the customer down. A simple sentence like 'I'm so sorry for the trouble' can make a big difference. Third, offer a practical solution. You could exchange the product, refund the money, or give a discount. Make sure the solution meets the customer's needs. If a delivery is delayed, arrange a second delivery as soon as possible. Finally, follow up to make sure the customer is satisfied. A phone call or email asking if everything is OK shows that you care. Good customer service can turn an unhappy customer into a loyal one. 11. What should you do first when handling a customer complaint? A. Offer a refund immediately. B. Listen carefully to the customer. C. Ask the manager for help. D. Ignore the complaint. 12. Why should you apologize to the customer even if it's not your fault? A. Because you are wrong. B. Because it can calm the customer down. C. Because the customer is always right. D. Because you must follow the rules. 13. What does the underlined word 'practical' mean? A. Difficult. B. Expensive. C. Useful and realistic. D. Impossible. 14. Which of the following is NOT mentioned as a solution? A. Exchanging the product. B. Refunding the money. C. Giving a discount. D. Firing the staff. 15. What is the main idea of the passage? A. How to sell more products. B. How to handle customer complaints. C. How to make customers angry. D. How to start a business. 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（Reading and Writing 1）的课前预习与课堂检测。 Unit 4 Customer Service 一课一练（2）（Reading and Writing 1） 【课前预习】 一、核心词汇检测 1. n. 递送；运载______ 2. v. 延迟；推迟______ 3. n. 道歉______ 4. v. 退还；退款______ 5. adj. 空白的______ 6. adj. 真诚的______ 7. n. 解决方法______ 8. v. 安排______ 【答案】1. delivery 2. delay 3. apology 4. refund 5. blank 6. sincere 7. solution 8. arrange 二、课文重点短语 1. 由于；因为______ 2. 负责……______ 3. 确保；确定______ 4. 给……造成损失______ 5. 在保修期内______ 6. 对……表示歉意______ 7. 等待______ 8. 检查；核对______ 【答案】1. due to 2. in charge of 3. make sure 4. cause loss to 5. under guarantee 6. express apology for 7. wait for 8. check out 三、课文难句翻译 原句：1. It happened that there was another company who ordered similar leaflets in the same district as your company. 译文：碰巧的是，在贵公司所在的同一地区，还有另一家公司订购了类似的小册子。 原句：2. Even though you didn't express such a request, we will reduce the price of the leaflets by 15%. 译文：即使您没有提出这样的要求，我们也将把小册子的价格降低15%。 原句：3. 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。 【课堂检测】 一、词汇单选 1. The ________ of goods was delayed by the bad weather. A. delivery B. sale C. production D. purchase 【答案】A 【解析】delivery 意为'递送；运载'，为教材核心词汇，指货物的配送因恶劣天气而延迟。 2. We'll arrange a second ________ as quickly as possible. A. meeting B. delivery C. party D. class 【答案】B 【解析】delivery 意为'递送'，根据教材内容，将安排第二次送货。 3. I'd like to ________ my sincere apology for the inconvenience caused. A. give B. express C. tell D. speak 【答案】B 【解析】express 意为'表达'，express apology for 为固定搭配，意为'对……表示歉意'。 4. The staff member put the wrong address sheet on the package and thus ________ the problem. A. solved B. caused C. found D. avoided 【答案】B 【解析】cause 意为'造成；导致'，指工作人员贴错地址单从而造成了问题。 5. We will try our best to work out a better ________ for you. A. question B. problem C. solution D. trouble 【答案】C 【解析】solution 意为'解决方法'，work out a solution 为固定搭配，意为'找出解决方案'。 6. Please ________ that you receive the right leaflets tomorrow. A. make sure B. look for C. wait for D. pay for 【答案】A 【解析】make sure 意为'确保；确定'，为教材重点短语。 7. The delay was ________ the staff member's carelessness. A. because B. due to C. thanks for D. instead of 【答案】B 【解析】due to 意为'由于；因为'，为教材重点短语，后接名词短语说明原因。 8. The customer asked to have his money ________ because of the poor quality. A. paid B. spent C. refunded D. cost 【答案】C 【解析】refund 意为'退还；退款'，have money refunded 意为'要求退款'。 9. The screen of my watch is always ________ even after charging. A. bright B. colorful C. blank D. clear 【答案】C 【解析】blank 意为'空白的'，为教材核心词汇，指手表屏幕充电后仍然黑屏。 10. We promise to give you a 5% discount on all future ________. A. orders B. foods C. books D. clothes 【答案】A 【解析】order 意为'订单'，指未来所有订单享受5%折扣。 二、阅读理解 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。 How to Handle Customer Complaints Customer service is an important part of any business. When customers are not happy with a product or service, they may make complaints. Knowing how to handle these complaints well can help a company keep its customers. First, listen carefully to the customer. Let them explain the problem fully without interrupting. This shows respect and helps you understand what went wrong. For example, if a customer says their mobile phone battery doesn't work, ask them to describe exactly what happened. Second, apologize sincerely for the inconvenience caused. Even if the problem is not your fault, saying sorry can calm the customer down. A simple sentence like 'I'm so sorry for the trouble' can make a big difference. Third, offer a practical solution. You could exchange the product, refund the money, or give a discount. Make sure the solution meets the customer's needs. If a delivery is delayed, arrange a second delivery as soon as possible. Finally, follow up to make sure the customer is satisfied. A phone call or email asking if everything is OK shows that you care. Good customer service can turn an unhappy customer into a loyal one. 11. What should you do first when handling a customer complaint? A. Offer a refund immediately. B. Listen carefully to the customer. C. Ask the manager for help. D. Ignore the complaint. 【答案】B 【解析】根据文章第二段，处理客户投诉的第一步是仔细倾听客户的诉说。 12. Why should you apologize to the customer even if it's not your fault? A. Because you are wrong. B. Because it can calm the customer down. C. Because the customer is always right. D. Because you must follow the rules. 【答案】B 【解析】根据文章第三段，即使不是自己的错，道歉也可以让客户冷静下来。 13. What does the underlined word 'practical' mean? A. Difficult. B. Expensive. C. Useful and realistic. D. Impossible. 【答案】C 【解析】practical 意为'实用的；切实可行的'，与 useful and realistic 意思相近。 14. Which of the following is NOT mentioned as a solution? A. Exchanging the product. B. Refunding the money. C. Giving a discount. D. Firing the staff. 【答案】D 【解析】文章第四段提到的解决方案包括换货、退款和打折，没有提到解雇员工。 15. What is the main idea of the passage? A. How to sell more products. B. How to handle customer complaints. C. How to make customers angry. D. How to start a business. 【答案】B 【解析】文章主要讲述了如何妥善处理客户投诉的方法和步骤。 学科网（北京）股份有限公司 $