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** 本练习通过课前预习与课堂检测分层设计，以词汇变形夯实基础，阅读理解与应用文写作为核心，构建“词汇-语篇-应用”的知识巩固路径，适配中职学情与对口升学需求。 **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-名词、形容词-名词/副词等）|8题基础题型，聚焦词形转换，培养语言能力基础| |课堂检测|语篇理解（5题）与应用文写作（10空）|阅读考查投诉处理策略，写作结合售后邮件情境，提升思维品质与综合语言应用能力，对接考法|

　　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》，打造湖南专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接湖南对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 2）的课前预习与课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（3） Reading and Writing 2 【课前预习】 一、词汇变形 1. ____ v. 抱怨；投诉 → ____ n. 抱怨；投诉 2. ____ v. 道歉 → ____ n. 道歉 3. ____ adj. 有耐心的 → ____ n. 耐心 4. ____ adj. 真诚的 → ____ n. 真诚 5. ____ v. 递送 → ____ n. 递送 6. ____ v. 安排 → ____ n. 安排 7. ____ adj. 负责的 → ____ n. 责任 8. ____ adj. 可能的 → ____ adv. 可能地 【课堂检测】 一、阅读理解（5题） When a customer complains, many young workers feel nervous. They may think a complaint means personal failure. In fact, a complaint can become a chance to improve service if it is dealt with in the right way. Last month, a vocational school in Hunan invited a manager from a mobile phone service center to give a talk. The manager told the students a story about a customer named Tim. Tim bought a sports watch, but the screen went blank after only one month. He came to the service center and asked for a refund. The salesperson first listened carefully instead of arguing. Then she asked for the receipt so that she could check whether the watch was still under guarantee. After the engineers checked the watch, they found that the problem was caused by a small part inside the watch. According to the service rule, the shop could not refund it, but it could exchange a new one for the customer. The salesperson explained the rule in simple words and thanked Tim for his patience. Tim accepted the new watch and signed his name on the service form. The manager said that three things made the service successful. First, the salesperson used polite expressions, such as "I am sorry for the inconvenience caused." Second, she checked facts before giving a solution. Third, she offered a practical answer as quickly as possible. For future workers, professional ethics means being responsible, honest and patient. A calm mind and a sincere attitude can turn an unhappy customer into a long-term supporter. 1.What did Tim want at first? A. A new receipt. B. A full refund. C. A service rule. D. A training talk. 2.Why did the salesperson ask for the receipt? A. To know Tim's address. B. To check the color of the watch. C. To see whether the watch was under guarantee. D. To write a new service form. 3.What solution did the shop finally offer? A. It exchanged a new watch. B. It returned all the money. C. It repaired the old screen next week. D. It gave Tim a free phone. 4.What can we learn from the salesperson? A. Workers should argue when customers are angry. B. Rules are more important than attitude. C. A complaint should always be refused. D. Polite words and fact checking both matter. 5.What is the best title for the text? A. A Sports Watch with a Blank Screen B. How to Deal with a Complaint Well C. Why Receipts Are Always Needed D. A Talk about Buying Watches 二、应用文填空写作（10空） 以下是李华写给顾客Ms. Green的一封售后邮件。请根据括号里的中文信息将内容补充完整。 Dear Ms. Green, I am sorry to hear that the apples you ordered from our online store did not arrive on time. I have checked the delivery record and found that the delay was caused by the heavy rain last week. However, we understand that some apples were damaged when you opened the box. We sincerely apologize for the ____6____ (不便) caused. To solve the problem, we have ____7____ (安排) a second delivery for you. A new box of fresh apples will be sent to your address tomorrow morning. Please check the package carefully when it arrives. If there is still any problem, you may ____8____ (联系) our service center at once. We will also ____9____ (减少) the price of this order by 20 percent to make up for your loss. Customer trust is very important to us. We ____10____ (承诺) to check the packages more carefully before delivery. We will also ask our delivery workers to protect fruit products better in bad weather. Thank you for your ____11____ (耐心) and understanding. We hope this ____12____ (解决办法) can meet your request. We look forward to ____13____ (服务) you again. Yours sincerely, Li Hua 14. 请根据邮件内容，用英语写一句表示再次道歉的话：____ 15. 请根据邮件内容，用英语写一句表达期待继续合作的话：____ 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》，打造湖南专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接湖南对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 2）的课前预习与课堂检测。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（3） Reading and Writing 2 【课前预习】 一、词汇变形 1. ____ v. 抱怨；投诉 → ____ n. 抱怨；投诉 2. ____ v. 道歉 → ____ n. 道歉 3. ____ adj. 有耐心的 → ____ n. 耐心 4. ____ adj. 真诚的 → ____ n. 真诚 5. ____ v. 递送 → ____ n. 递送 6. ____ v. 安排 → ____ n. 安排 7. ____ adj. 负责的 → ____ n. 责任 8. ____ adj. 可能的 → ____ adv. 可能地 【答案】1.complain → complaint；2.apologize → apology；3.patient → patience；4.sincere → sincerity；5.deliver → delivery；6.arrange → arrangement；7.responsible → responsibility；8.possible → possibly 【课堂检测】 一、阅读理解（5题） When a customer complains, many young workers feel nervous. They may think a complaint means personal failure. In fact, a complaint can become a chance to improve service if it is dealt with in the right way. Last month, a vocational school in Hunan invited a manager from a mobile phone service center to give a talk. The manager told the students a story about a customer named Tim. Tim bought a sports watch, but the screen went blank after only one month. He came to the service center and asked for a refund. The salesperson first listened carefully instead of arguing. Then she asked for the receipt so that she could check whether the watch was still under guarantee. After the engineers checked the watch, they found that the problem was caused by a small part inside the watch. According to the service rule, the shop could not refund it, but it could exchange a new one for the customer. The salesperson explained the rule in simple words and thanked Tim for his patience. Tim accepted the new watch and signed his name on the service form. The manager said that three things made the service successful. First, the salesperson used polite expressions, such as "I am sorry for the inconvenience caused." Second, she checked facts before giving a solution. Third, she offered a practical answer as quickly as possible. For future workers, professional ethics means being responsible, honest and patient. A calm mind and a sincere attitude can turn an unhappy customer into a long-term supporter. 1.What did Tim want at first? A. A new receipt. B. A full refund. C. A service rule. D. A training talk. 【答案】B 【解析】 【详解】细节理解题。根据第二段“asked for a refund”可知，Tim起初要求退款。故选B。 2.Why did the salesperson ask for the receipt? A. To know Tim's address. B. To check the color of the watch. C. To see whether the watch was under guarantee. D. To write a new service form. 【答案】C 【解析】 【详解】细节理解题。根据第二段“check whether the watch was still under guarantee”可知，要求收据是为了核查保修期。故选C。 3.What solution did the shop finally offer? A. It exchanged a new watch. B. It returned all the money. C. It repaired the old screen next week. D. It gave Tim a free phone. 【答案】A 【解析】 【详解】细节理解题。根据第三段“it could exchange a new one”可知，商店为Tim换了一块新的手表。故选A。 4.What can we learn from the salesperson? A. Workers should argue when customers are angry. B. Rules are more important than attitude. C. A complaint should always be refused. D. Polite words and fact checking both matter. 【答案】D 【解析】 【详解】推理判断题。文章最后总结了成功服务的三点：礼貌表达、先核查事实、尽快给出可行方案。故选D。 5.What is the best title for the text? A. A Sports Watch with a Blank Screen B. How to Deal with a Complaint Well C. Why Receipts Are Always Needed D. A Talk about Buying Watches 【答案】B 【解析】 【详解】主旨大意题。全文以Tim投诉为例，说明如何正确处理顾客投诉。B项概括全文。故选B。 二、应用文填空写作（10空） 以下是李华写给顾客Ms. Green的一封售后邮件。请根据括号里的中文信息将内容补充完整。 Dear Ms. Green, I am sorry to hear that the apples you ordered from our online store did not arrive on time. I have checked the delivery record and found that the delay was caused by the heavy rain last week. However, we understand that some apples were damaged when you opened the box. We sincerely apologize for the ____6____ (不便) caused. To solve the problem, we have ____7____ (安排) a second delivery for you. A new box of fresh apples will be sent to your address tomorrow morning. Please check the package carefully when it arrives. If there is still any problem, you may ____8____ (联系) our service center at once. We will also ____9____ (减少) the price of this order by 20 percent to make up for your loss. Customer trust is very important to us. We ____10____ (承诺) to check the packages more carefully before delivery. We will also ask our delivery workers to protect fruit products better in bad weather. Thank you for your ____11____ (耐心) and understanding. We hope this ____12____ (解决办法) can meet your request. We look forward to ____13____ (服务) you again. Yours sincerely, Li Hua 14. 请根据邮件内容，用英语写一句表示再次道歉的话：____ 15. 请根据邮件内容，用英语写一句表达期待继续合作的话：____ 【答案】6. inconvenience 7. arranged 8. contact 9. reduce 10. promise 11. patience 12. solution 13. serving 14. We are sorry again for all the trouble. 15. We hope you will support us as always. 【导语】本文是一篇应用文（电子邮件）。文章主要讲述售后人员李华就水果配送延误和损坏问题向顾客道歉，并提出补发、降价和改进配送检查等解决方案。 【6题详解】考查名词。根据中文提示“不便”可知应填inconvenience，作apologize for的宾语。 【7题详解】考查动词时态。根据中文提示“安排”及have可知，此处为现在完成时结构，应填arranged。 【8题详解】考查动词。may后接动词原形，contact意为“联系”。 【9题详解】考查动词。will后接动词原形，reduce the price表示“降低价格”。 【10题详解】考查动词。主语We后接谓语动词promise，表示“承诺”。 【11题详解】考查名词。your后接名词patience，表示“您的耐心”。 【12题详解】考查名词。this后接名词solution，表示“这个解决办法”。 【13题详解】考查非谓语动词。look forward to后接动名词，serve变为serving。 【14题详解】考查道歉句式。根据邮件内容，应再次表达歉意，句意完整即可。 【15题详解】考查结尾句式。根据售后邮件语境，应表达希望顾客继续支持。 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 $