4.3 Customer Service（Reading and Writing 2）-《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** 针对中职学情设计课前预习与课堂检测分层练习，通过词汇变形-应用-语篇理解-写作的递进路径，夯实语言基础并提升综合应用能力，适配单元教学闭环需求。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇变形（动词/形容词→名词）|8题词形转换专项，聚焦基础词汇内化，培养学习能力| |课堂检测|词汇应用、语篇理解、应用文写作|11题梯度设计，词汇填空巩固词形知识，阅读理解（客服情境）提升思维品质，写作任务（投诉回复）强化语言表达与文化意识|

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》，打造福建专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接福建对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（4.3 Customer Service（Reading and Writing 2））的课前预习与课堂检测。 Unit 4 Customer Service （Reading and Writing 2） 【课前预习】 一、词汇变形 1.____ v. 投诉 → ____ n. 投诉 2.____ v. 道歉 → ____ n. 道歉 3.____ v. 递送 → ____ n. 递送 4.____ adj. 真诚的 → ____ n. 真诚 5.____ v. 安排 → ____ n. 安排 6.____ v. 解决 → ____ n. 解决方法 7.____ v. 减少 → ____ n. 减少 8.____ adj. 有耐心的 → ____ n. 耐心 【课堂检测】 一、词汇填空 1.The customer made a serious ________ (complain) about the delayed delivery. 2.We will arrange the ________ (deliver) of the new goods tomorrow. 3.The manager expressed his ________ (sincere) in the email. 4.Thanks for your ________ (patient) while we check the watch. 5.The shop decided to ________ (reduction) the price by 10%. 二、阅读理解 A Careful Reply to a Complaint 　　Mary ordered five boxes of apples from an online store in Putian. The seller promised that the goods would arrive on August 3. However, because of the bad weather, the delivery was delayed for three days. When Mary opened the box, she found that some apples were damaged. 　　Mary called the customer service center and explained the problem politely. The service worker Li Hua listened carefully and wrote down the key information. He did not blame the weather only. He said that the company should still take responsibility because customers expected safe and on-time delivery. 　　Later, Li Hua wrote an email to Mary. In the email, he expressed a sincere apology and promised to send a new box of apples the next day. He also said the company would improve its packing and give Mary a discount on her next order. Mary was satisfied with the reply. 　　In customer service, a good reply should include an apology, a clear explanation and a practical solution. More importantly, service workers should show respect and patience. These qualities can turn a complaint into a chance to improve service. 6.What did Mary order? A.Five boxes of apples. B.One sports watch. C.Some leaflets. 7.Why was the delivery delayed? A.Because the address sheet was lost. B.Because of the bad weather. C.Because Mary forgot the receipt. 8.What did Li Hua do when Mary called? A.He blamed Mary. B.He refused to help her. C.He listened carefully and wrote down the information. 9.Which was one of Li Hua’s solutions? A.To send a new box of apples. B.To ask Mary to pay more. C.To cancel all future orders. 10.What can we learn from the passage? A.Complaints are always useless. B.A good reply needs apology, explanation and solution. C.Service workers should never write emails. 三、应用文写作 假定你是售后服务人员李华。顾客Mary来信投诉她订购的苹果因天气原因延迟送达，且部分苹果损坏。请你根据以下提示，给她写一封英文回复邮件。 提示：1.表达歉意并说明原因；2.提出解决办法（重新递送、折扣等）；3.承诺改进服务。 要求：1.词数80-100词；2.条理清晰，语句通顺；3.开头和结尾已给出，不计入总词数。 Dear Mary, 　　First of all, I want to express my sincere apology for the trouble caused. ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ Yours sincerely, Li Hua 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $ 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》，打造福建专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接福建对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（4.3 Customer Service（Reading and Writing 2））的课前预习与课堂检测。 Unit 4 Customer Service （Reading and Writing 2） 【课前预习】 一、词汇变形 1.____ v. 投诉 → ____ n. 投诉 2.____ v. 道歉 → ____ n. 道歉 3.____ v. 递送 → ____ n. 递送 4.____ adj. 真诚的 → ____ n. 真诚 5.____ v. 安排 → ____ n. 安排 6.____ v. 解决 → ____ n. 解决方法 7.____ v. 减少 → ____ n. 减少 8.____ adj. 有耐心的 → ____ n. 耐心 【答案】1.complain → complaint 2.apologize → apology 3.deliver → delivery 4.sincere → sincerity 5.arrange → arrangement 6.solve → solution 7.reduce → reduction 8.patient → patience 【课堂检测】 一、词汇填空 1.The customer made a serious ________ (complain) about the delayed delivery. 【答案】complaint 【详解】形容词serious后接名词，complain的名词形式为complaint。故填complaint。 2.We will arrange the ________ (deliver) of the new goods tomorrow. 【答案】delivery 【详解】定冠词the后应用名词，deliver的名词形式为delivery。故填delivery。 3.The manager expressed his ________ (sincere) in the email. 【答案】sincerity 【详解】his后接名词，sincere的名词形式为sincerity。故填sincerity。 4.Thanks for your ________ (patient) while we check the watch. 【答案】patience 【详解】your后接名词，patient的名词形式为patience。故填patience。 5.The shop decided to ________ (reduction) the price by 10%. 【答案】reduce 【详解】decide to do sth.后接动词原形，reduction的动词形式为reduce。故填reduce。 二、阅读理解 A Careful Reply to a Complaint 　　Mary ordered five boxes of apples from an online store in Putian. The seller promised that the goods would arrive on August 3. However, because of the bad weather, the delivery was delayed for three days. When Mary opened the box, she found that some apples were damaged. 　　Mary called the customer service center and explained the problem politely. The service worker Li Hua listened carefully and wrote down the key information. He did not blame the weather only. He said that the company should still take responsibility because customers expected safe and on-time delivery. 　　Later, Li Hua wrote an email to Mary. In the email, he expressed a sincere apology and promised to send a new box of apples the next day. He also said the company would improve its packing and give Mary a discount on her next order. Mary was satisfied with the reply. 　　In customer service, a good reply should include an apology, a clear explanation and a practical solution. More importantly, service workers should show respect and patience. These qualities can turn a complaint into a chance to improve service. 6.What did Mary order? A.Five boxes of apples. B.One sports watch. C.Some leaflets. 【答案】A 【解析】第一段说明Mary订购了五箱苹果。故选A。 7.Why was the delivery delayed? A.Because the address sheet was lost. B.Because of the bad weather. C.Because Mary forgot the receipt. 【答案】B 【解析】第一段说明由于天气不好递送延迟。故选B。 8.What did Li Hua do when Mary called? A.He blamed Mary. B.He refused to help her. C.He listened carefully and wrote down the information. 【答案】C 【解析】第二段说明李华认真倾听并记录信息。故选C。 9.Which was one of Li Hua’s solutions? A.To send a new box of apples. B.To ask Mary to pay more. C.To cancel all future orders. 【答案】A 【解析】第三段说明李华承诺送一箱新的苹果。故选A。 10.What can we learn from the passage? A.Complaints are always useless. B.A good reply needs apology, explanation and solution. C.Service workers should never write emails. 【答案】B 【解析】最后一段总结处理投诉回复应包含道歉、解释和解决方案。故选B。 三、应用文写作 假定你是售后服务人员李华。顾客Mary来信投诉她订购的苹果因天气原因延迟送达，且部分苹果损坏。请你根据以下提示，给她写一封英文回复邮件。 提示：1.表达歉意并说明原因；2.提出解决办法（重新递送、折扣等）；3.承诺改进服务。 要求：1.词数80-100词；2.条理清晰，语句通顺；3.开头和结尾已给出，不计入总词数。 Dear Mary, 　　First of all, I want to express my sincere apology for the trouble caused. ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ Yours sincerely, Li Hua 【参考范文】 Dear Mary, 　　First of all, I want to express my sincere apology for the trouble caused. We are sorry that your apples were delivered late and some of them were damaged. The delay was due to the bad weather, but we should still make sure the goods arrive safely. We will send you a new box of apples tomorrow morning. Also, we would like to give you a 10% discount on your next order. We promise to improve our packing and delivery service in the future. We sincerely hope you will support us as ever. Yours sincerely, Li Hua 【解析】本文先表达歉意，再说明延迟原因，随后提出重新递送和折扣两项解决办法，最后承诺改进服务。 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $