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** 基于中职学情，采用“课前预习-课堂检测”分层设计，通过词汇变形夯实基础，依托真实客服情境的阅读与写作训练，构建“词汇-语篇-应用”的知识巩固路径，提升语言能力与问题解决思维。 **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-名词转换）|聚焦课标要求的基础词汇，通过词性转换强化记忆，为语篇学习奠基| |课堂检测|语篇理解与书面表达（投诉处理情境）|选取客服案例阅读培养信息提取能力，模拟售后邮件写作提升实际沟通能力，体现思维品质与跨文化意识|

　　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》，打造江苏专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接江苏对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（一课一练（3） 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. 道歉 → ____ n. 道歉 2.____ v. 许诺；承诺 → ____ n. 承诺 3.____ v. 递送 → ____ n. 递送 4.____ v. 投诉 → ____ n. 投诉 5.____ adj. 真诚的 → ____ n. 真诚 6.____ v. 安排 → ____ n. 安排 7.____ v. 减少；降低 → ____ n. 减少 8.____ v. 检查；核对 → ____ n. 检查 【课堂检测】 一、阅读理解（5 题） A Reply That Saved a Partnership Last month, Sunshine Printing Company received an angry email from Mr. Green, a long-time customer. His company had ordered two thousand leaflets for a local job fair, but the package sent to him belonged to another company. Worse still, the job fair would begin in two days, so a delay might cause a serious loss. If the company answered slowly, the partnership might end. Li Hua, a young customer service worker, was in charge of the case. At first, he felt nervous because the customer used strong words in the email. However, his manager reminded him that a complaint often shows what the company should improve. Li Hua read the email twice and listed three key points: the wrong leaflets, the urgent time, and the possible business loss. He also checked the old orders to understand why Mr. Green trusted the company before. Then Li Hua checked the delivery record. He found that two packages with similar names had been handled by a new staff member. Instead of blaming the worker in the reply, Li Hua explained the cause politely and gave a clear solution. The company would print new leaflets that night and deliver them before noon the next day. It would also reduce the price by 20% and offer a discount on the next order. Mr. Green accepted the solution. He wrote back, “Mistakes happen, but your quick action and sincere attitude make me trust you again.” The new leaflets arrived on time, and the job fair went well. From this case, Li Hua learned that good service is not just solving a problem. It is also protecting trust and turning a mistake into a chance for better cooperation. 1.Why was Mr. Green angry? A. He received another company's leaflets. B. He lost his job at the fair. C. He forgot to send an email. D. He paid for too many leaflets. 2.What did Li Hua do before writing the reply? A. He asked Mr. Green to wait for a week. B. He listed three key points from the email. C. He blamed the new staff member first. D. He cancelled the customer's order. 3.What caused the mistake according to the passage? A. The customer gave a wrong phone number. B. The printing machine stopped working. C. Two packages with similar names were handled by a new worker. D. The job fair changed its date suddenly. 4.What can we learn from Mr. Green's reply? A. He would never order leaflets again. B. He cared only about the low price. C. He wanted to punish the new worker. D. He valued quick action and sincere attitude. 5.Which is the best title for the passage? A. A Reply That Saved a Partnership B. A Job Fair Without Leaflets C. A New Worker in Trouble D. A Discount on Every Order 二、书面表达 假定你是李华，是某网店售后服务人员。顾客王先生购买的蓝牙耳机无法充电，且仍在保修期内。请根据提示写一封英文回复邮件。 写作要点：1.表达歉意；2.说明处理办法：检查收据后安排换新；3.提醒顾客保持联系并表示感谢。 要求：1.词数 80 词以上；2.行文连贯，请勿逐句翻译；3.文中不得出现真实姓名、校名和地名；4.书写工整，规范使用标点与大小写；5.请使用电子邮件格式。 Dear Mr. Wang, ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 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》，打造江苏专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接江苏对口升学考法。 　　本卷为《英语 基础模块 3》（高教版第三版）Unit 4 Customer Service（一课一练（3） 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. 道歉 → ____ n. 道歉 2.____ v. 许诺；承诺 → ____ n. 承诺 3.____ v. 递送 → ____ n. 递送 4.____ v. 投诉 → ____ n. 投诉 5.____ adj. 真诚的 → ____ n. 真诚 6.____ v. 安排 → ____ n. 安排 7.____ v. 减少；降低 → ____ n. 减少 8.____ v. 检查；核对 → ____ n. 检查 【答案】1.apologize → apology 2.promise → promise 3.deliver → delivery 4.complain → complaint 5.sincere → sincerity 6.arrange → arrangement 7.reduce → reduction 8.check → check 【课堂检测】 一、阅读理解（5 题） A Reply That Saved a Partnership Last month, Sunshine Printing Company received an angry email from Mr. Green, a long-time customer. His company had ordered two thousand leaflets for a local job fair, but the package sent to him belonged to another company. Worse still, the job fair would begin in two days, so a delay might cause a serious loss. If the company answered slowly, the partnership might end. Li Hua, a young customer service worker, was in charge of the case. At first, he felt nervous because the customer used strong words in the email. However, his manager reminded him that a complaint often shows what the company should improve. Li Hua read the email twice and listed three key points: the wrong leaflets, the urgent time, and the possible business loss. He also checked the old orders to understand why Mr. Green trusted the company before. Then Li Hua checked the delivery record. He found that two packages with similar names had been handled by a new staff member. Instead of blaming the worker in the reply, Li Hua explained the cause politely and gave a clear solution. The company would print new leaflets that night and deliver them before noon the next day. It would also reduce the price by 20% and offer a discount on the next order. Mr. Green accepted the solution. He wrote back, “Mistakes happen, but your quick action and sincere attitude make me trust you again.” The new leaflets arrived on time, and the job fair went well. From this case, Li Hua learned that good service is not just solving a problem. It is also protecting trust and turning a mistake into a chance for better cooperation. 1.Why was Mr. Green angry? A. He received another company's leaflets. B. He lost his job at the fair. C. He forgot to send an email. D. He paid for too many leaflets. 【答案】A 【解析】考点：细节理解题。定位原文第 1 段第 2 句，Mr. Green 订购的宣传单被错发成另一家公司的。B、C、D 均无原文依据。故选 A。 2.What did Li Hua do before writing the reply? A. He asked Mr. Green to wait for a week. B. He listed three key points from the email. C. He blamed the new staff member first. D. He cancelled the customer's order. 【答案】B 【解析】考点：细节理解题。定位原文第 2 段最后一句，Li Hua 列出三个关键点。故选 B。 3.What caused the mistake according to the passage? A. The customer gave a wrong phone number. B. The printing machine stopped working. C. Two packages with similar names were handled by a new worker. D. The job fair changed its date suddenly. 【答案】C 【解析】考点：细节理解题。定位原文第 3 段第 2 句，两个名称相似的包裹由新员工处理导致错误。故选 C。 4.What can we learn from Mr. Green's reply? A. He would never order leaflets again. B. He cared only about the low price. C. He wanted to punish the new worker. D. He valued quick action and sincere attitude. 【答案】D 【解析】考点：推理判断题。定位原文第 4 段 Mr. Green 的回信，“quick action and sincere attitude” 让他重新信任公司。由此可知他看重快速行动和真诚态度。故选 D。 5.Which is the best title for the passage? A. A Reply That Saved a Partnership B. A Job Fair Without Leaflets C. A New Worker in Trouble D. A Discount on Every Order 【答案】A 【解析】考点：主旨大意题。文章讲述客服人员通过得体回复和解决方案挽回客户信任，A 项概括最准确。B、C、D 均只涉及局部信息。故选 A。 二、书面表达 假定你是李华，是某网店售后服务人员。顾客王先生购买的蓝牙耳机无法充电，且仍在保修期内。请根据提示写一封英文回复邮件。 写作要点：1.表达歉意；2.说明处理办法：检查收据后安排换新；3.提醒顾客保持联系并表示感谢。 要求：1.词数 80 词以上；2.行文连贯，请勿逐句翻译；3.文中不得出现真实姓名、校名和地名；4.书写工整，规范使用标点与大小写；5.请使用电子邮件格式。 Dear Mr. Wang, ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Yours sincerely, Li Hua 【范文】Dear Mr. Wang, I am sorry for the inconvenience caused by the Bluetooth earphones. We understand that it is unpleasant when a new product cannot be charged properly. Please send us a photo of your receipt so that we can check whether it is still under guarantee. If everything is clear, we will arrange an exchange for you as quickly as possible. A new pair will be delivered within two working days. If you have any other questions, please feel free to contact us. Thank you for your patience and trust. Yours sincerely, Li Hua 【导语】本题要求写一封售后回复邮件，核心任务是围绕“道歉—核验—换新—致谢”展开，语气应正式、礼貌、具体。 【详解】1.词汇积累：inconvenience 不便；under guarantee 在保修期内；arrange an exchange 安排换新；as quickly as possible 尽快。2.句式拓展：原句“We will arrange an exchange for you.”可拓展为“If everything is clear, we will arrange an exchange for you as quickly as possible.”，用条件状语从句增强逻辑。 【点睛】【高分句型1】Please send us a photo of your receipt so that we can check whether it is still under guarantee.（so that 引导目的状语从句，whether 引导宾语从句，符合投诉处理邮件表达需要）【高分句型2】If everything is clear, we will arrange an exchange for you as quickly as possible.（if 引导条件状语从句，解决方案明确） 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 $