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** 聚焦课前预习与课堂检测分层设计，通过词汇-短语-句型-语篇递进路径巩固Unit 4核心知识，适配中职学情提升语言应用能力与自主学习能力。 **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）|汉译英词汇检测强化基础记忆，短语中英互译衔接课文，难句翻译落实语法应用| |课堂检测|词汇单选（10题）、阅读理解（5题）|单选结合语境考查词汇辨析（如delay/reduce），阅读围绕客服四步法培养语篇分析与问题解决能力|

　　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（2） Reading and Writing 1）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（2） Reading and Writing 1 【课前预习】 一、核心词汇检测 1.v. 递送；运载____ 2.n. 递送；运载____ 3.v. 延迟；推迟____ 4.n. 单子；表格____ 5.n. 小册子；传单____ 6.adj. 真诚的____ 7.n. 解决方法____ 8.v. 安排____ 二、课文重点短语 1.due to____ 2.in charge of____ 3.make sure____ 4.cause loss to____ 5.work out a better solution____ 6.as quickly as possible____ 7.make up for the loss____ 8.express our sincere apology____ 三、课文难句翻译 1.It happened that there was another company who ordered similar leaflets in the same district as your company. 2.Since we have been partners for so long, we'll try our best to work out a better solution for you. 3.Even though you didn't express such a request, we will reduce the price of the leaflets by 15%. 【课堂检测】 一、词汇单选（10 题） 1.The company will ______ the new leaflets before noon because the first package was wrong. A. deliver B. describe C. divide D. develop 2.The wrong address ______ caused the package to be sent to another company. A. skill B. sheet C. shore D. shape 3.The manager gave a ______ apology and promised to improve the service. A. similar B. silent C. sincere D. simple 4.We need a practical ______ instead of only explaining why the mistake happened. A. situation B. suggestion C. station D. solution 5.The delivery was ______ by heavy rain, so the goods arrived one day late. A. delayed B. designed C. decided D. described 6.Please ______ that every customer gets the right package before leaving the warehouse. A. look up B. make sure C. give up D. turn on 7.The price was ______ by 10% to make up for the customer's loss. A. returned B. repaired C. reduced D. received 8.The service team will ______ a second delivery for tomorrow morning. A. avoid B. advise C. attend D. arrange 9.The customer said the late delivery would ______ serious loss to the business. A. cause B. count C. cover D. collect 10.The worker ______ the customer's request clearly in the reply email. A. managed B. measured C. mentioned D. moved 二、阅读理解（5 题） A Smart Guide for Customer Service Trainees A good customer service worker does not only say sorry. He or she also listens carefully, checks facts, and gives a clear solution. In a training center in Wuxi, new workers learn a simple four-step rule called LIST: listen, identify, solve, and thank. The rule is short, but it helps trainees deal with real complaints in a calm and professional way. First, workers should listen without stopping the customer. Some customers may speak quickly because they are worried about a late delivery, a damaged package, or a product that cannot work. If the worker argues at once, the customer may become angrier. Taking short notes is useful because it helps the worker remember the time, item, receipt number, and request. It also shows the customer that the company takes the problem seriously. Second, workers must identify the real problem. For example, a customer may say, “Your service is terrible,” but the real problem may be that the wrong address sheet was put on the package. The worker should ask polite questions and check the order record. This step prevents a careless answer and helps the worker find who should be responsible. Third, workers should offer a solution that the company can really carry out. They may arrange a second delivery, exchange the product, reduce the price, or give a future discount. A promise must be specific, such as “before 5 p.m. tomorrow,” not just “soon.” Finally, workers should thank the customer for his or her patience. A complaint is not only trouble. It is also a chance for the company to find its weakness and improve its service. When the reply is sincere, a disappointed customer may become a loyal customer again. 1.What does the four-step rule LIST mean? A. Learn, invite, speak, train. B. Leave, improve, share, test. C. Listen, identify, solve, and thank. D. Look, introduce, sell, and teach. 2.Why is taking short notes useful when listening to a customer? A. It helps the worker remember key facts. B. It makes the customer speak faster. C. It allows the worker to argue at once. D. It changes the customer's request. 3.What may be the real problem behind “Your service is terrible” in the passage? A. The worker forgot to say thanks. B. The customer wanted a future discount only. C. The company had no training center. D. The wrong address sheet was put on the package. 4.Which promise is specific according to the passage? A. We will help you soon. B. We will finish it before 5 p.m. tomorrow. C. We will try our best later. D. We will think about your request. 5.What is the best title for the passage? A. How to Sell Products Quickly B. Why Customers Always Complain C. A Story About a Damaged Package D. A Four-Step Rule for Better Service 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（2） Reading and Writing 1）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（2） Reading and Writing 1 【课前预习】 一、核心词汇检测 1.v. 递送；运载____ 2.n. 递送；运载____ 3.v. 延迟；推迟____ 4.n. 单子；表格____ 5.n. 小册子；传单____ 6.adj. 真诚的____ 7.n. 解决方法____ 8.v. 安排____ 【答案】1.deliver 2.delivery 3.delay 4.sheet 5.leaflet 6.sincere 7.solution 8.arrange 二、课文重点短语 1.due to____ 2.in charge of____ 3.make sure____ 4.cause loss to____ 5.work out a better solution____ 6.as quickly as possible____ 7.make up for the loss____ 8.express our sincere apology____ 【答案】1.由于；因为；2.负责……；3.确保；确定；4.给……造成损失；5.想出更好的解决方案；6.尽快；7.弥补损失；8.表达我们真诚的歉意 三、课文难句翻译 1.It happened that there was another company who ordered similar leaflets in the same district as your company. 译文：碰巧另有一家公司在与你们公司同一地区订购了相似的宣传单。 2.Since we have been partners for so long, we'll try our best to work out a better solution for you. 译文：由于我们已经合作了很长时间，我们会尽最大努力为你们想出更好的解决方案。 3.Even though you didn't express such a request, we will reduce the price of the leaflets by 15%. 译文：即使你们没有提出这样的要求，我们也会将宣传单价格降低 15%。 【课堂检测】 一、词汇单选（10 题） 1.The company will ______ the new leaflets before noon because the first package was wrong. A. deliver B. describe C. divide D. develop 【答案】A 【解析】考点：动词词义辨析。deliver 意为“递送”，符合宣传单再次送达的语境。describe“描述”，divide“分开”，develop“发展”，均不符合。故选 A。 2.The wrong address ______ caused the package to be sent to another company. A. skill B. sheet C. shore D. shape 【答案】B 【解析】考点：名词语境辨析。address sheet 表示“地址单”。学生易把 sheet 与 shape 混淆，但后者意为“形状”。结合 package 和 address 可知选 B。 3.The manager gave a ______ apology and promised to improve the service. A. similar B. silent C. sincere D. simple 【答案】C 【解析】考点：形容词辨析。sincere apology 意为“真诚的道歉”，是投诉回复中的常用搭配。similar“相似的”，silent“沉默的”，simple“简单的”。故选 C。 4.We need a practical ______ instead of only explaining why the mistake happened. A. situation B. suggestion C. station D. solution 【答案】D 【解析】考点：名词词义辨析。solution 表示“解决方法”。situation 是“情况”，suggestion 是“建议”，station 是“车站”。结合 practical 和 mistake 可知选 D。 5.The delivery was ______ by heavy rain, so the goods arrived one day late. A. delayed B. designed C. decided D. described 【答案】A 【解析】考点：被动语态中的动词辨析。be delayed by 表示“被……耽误”。本题易错点：只看首字母 d 而忽略句意。故选 A。 6.Please ______ that every customer gets the right package before leaving the warehouse. A. look up B. make sure C. give up D. turn on 【答案】B 【解析】考点：动词短语辨析。make sure 意为“确保”，符合核对包裹的语境。look up“查阅”，give up“放弃”，turn on“打开”。故选 B。 7.The price was ______ by 10% to make up for the customer's loss. A. returned B. repaired C. reduced D. received 【答案】C 【解析】考点：动词词义辨析。reduce the price 表示“降低价格”。return“归还”，repair“修理”，receive“收到”。故选 C。 8.The service team will ______ a second delivery for tomorrow morning. A. avoid B. advise C. attend D. arrange 【答案】D 【解析】考点：动词搭配。arrange a delivery 表示“安排递送”。avoid“避免”，advise“建议”，attend“参加”。根据 tomorrow morning 可知选 D。 9.The customer said the late delivery would ______ serious loss to the business. A. cause B. count C. cover D. collect 【答案】A 【解析】考点：固定搭配。cause loss to... 意为“给……造成损失”。本题易错点：学生可能误选 cover，但 cover 表示“覆盖；承担”，不与 serious loss 构成此处语义。故选 A。 10.The worker ______ the customer's request clearly in the reply email. A. managed B. measured C. mentioned D. moved 【答案】C 【解析】考点：动词词义辨析。mention 表示“提及”，符合在邮件中说明顾客要求的语境。manage“管理”，measure“测量”，move“移动”。故选 C。 二、阅读理解（5 题） A Smart Guide for Customer Service Trainees A good customer service worker does not only say sorry. He or she also listens carefully, checks facts, and gives a clear solution. In a training center in Wuxi, new workers learn a simple four-step rule called LIST: listen, identify, solve, and thank. The rule is short, but it helps trainees deal with real complaints in a calm and professional way. First, workers should listen without stopping the customer. Some customers may speak quickly because they are worried about a late delivery, a damaged package, or a product that cannot work. If the worker argues at once, the customer may become angrier. Taking short notes is useful because it helps the worker remember the time, item, receipt number, and request. It also shows the customer that the company takes the problem seriously. Second, workers must identify the real problem. For example, a customer may say, “Your service is terrible,” but the real problem may be that the wrong address sheet was put on the package. The worker should ask polite questions and check the order record. This step prevents a careless answer and helps the worker find who should be responsible. Third, workers should offer a solution that the company can really carry out. They may arrange a second delivery, exchange the product, reduce the price, or give a future discount. A promise must be specific, such as “before 5 p.m. tomorrow,” not just “soon.” Finally, workers should thank the customer for his or her patience. A complaint is not only trouble. It is also a chance for the company to find its weakness and improve its service. When the reply is sincere, a disappointed customer may become a loyal customer again. 1.What does the four-step rule LIST mean? A. Learn, invite, speak, train. B. Leave, improve, share, test. C. Listen, identify, solve, and thank. D. Look, introduce, sell, and teach. 【答案】C 【解析】考点：细节理解题。定位原文第 1 段第 3 句“a simple four-step rule called LIST: listen, identify, solve, and thank”。本题易错点：忽略 LIST 后面的解释。故选 C。 2.Why is taking short notes useful when listening to a customer? A. It helps the worker remember key facts. B. It makes the customer speak faster. C. It allows the worker to argue at once. D. It changes the customer's request. 【答案】A 【解析】考点：细节理解题。定位原文第 2 段最后一句，记录有助于记住时间、物品、收据号和要求。B、C、D 均与原文相反或无关。故选 A。 3.What may be the real problem behind “Your service is terrible” in the passage? A. The worker forgot to say thanks. B. The customer wanted a future discount only. C. The company had no training center. D. The wrong address sheet was put on the package. 【答案】D 【解析】考点：细节理解题。定位原文第 3 段第 2 句，真实问题可能是包裹上贴了错误地址单。故选 D。 4.Which promise is specific according to the passage? A. We will help you soon. B. We will finish it before 5 p.m. tomorrow. C. We will try our best later. D. We will think about your request. 【答案】B 【解析】考点：细节理解题。定位原文第 4 段最后一句，具体承诺应包含明确时间，如“before 5 p.m. tomorrow”。本题易错点：soon 和 later 表达模糊。故选 B。 5.What is the best title for the passage? A. How to Sell Products Quickly B. Why Customers Always Complain C. A Story About a Damaged Package D. A Four-Step Rule for Better Service 【答案】D 【解析】考点：主旨大意题。全文围绕 LIST 四步法讲解如何处理顾客投诉并提升服务，D 项概括最全面。A、B、C 只涉及局部或偏离主题。故选 D。 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 $