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** 针对中职英语基础薄弱学情，采用“课前预习-课堂检测”分层设计，通过词汇变形→单词应用→语篇理解→书面表达的递进路径，落实教学闭环，适配对口升学考法。 **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-副词等转换）|8题基础词汇转换，夯实语言能力基础| |课堂检测|词汇语境应用（5题单词适当形式填空）、语篇理解（投诉信写作要点）、书面表达（道歉邮件）|从单一词汇应用到综合语篇输出，阅读理解题培养思维品质，写作题提升语言表达能力|

　　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》，打造广东专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接广东对口升学考法。 　　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. 递送；运载 → ____ n. 递送；运载 2. ____ n. 道歉 → ____ v. 道歉 3. ____ adj. 真诚的 → ____ n. 真诚 → ____ adv. 真诚地 4. ____ v. 安排 → ____ n. 安排 5. ____ v. 投诉；抱怨 → ____ n. 投诉；抱怨 6. ____ adj. 粗心的 → ____ n. 粗心 7. ____ v. 减少；降低 → ____ n. 减少 8. ____ v. 服务 → ____ n. 服务 【课堂检测】 一、用单词适当形式填空（5 题） 1. The company made a new ________ (arrange) for the second delivery. 2. The manager answered the customer's email ________ (sincere). 3. We should make an ________ (apologize) when our service causes trouble. 4. The ________ (deliver) was delayed because of heavy rain. 5. The problem happened because of the worker's ________ (careless). 二、阅读理解（5 题） A good complaint letter is usually clear, polite, and useful. It does not simply show anger. It helps the service worker understand the problem and find a solution. For vocational school students, learning to write such letters is part of learning professional communication. In customer service, a good letter can save time for both sides. It can also protect a business relationship. First, the writer should describe the problem with exact information. For example, the writer can mention the order number, the date, the product name, and the place where the problem happened. These details help the company check the situation quickly. If the writer only says, “Your service is bad,” the worker may not know what to do next. Clear facts are more useful than strong feelings. They guide the worker to the real cause of the trouble. Second, the writer should explain the loss in a calm way. If a late delivery causes trouble to a shop, the writer can say how the delay influences the business. However, rude words cannot make the problem easier to solve. Polite language often brings a better reply, because it shows respect and makes communication smoother. The writer can be firm, but the words should still be proper. This is also a sign of professional ethics. Finally, the writer can give a reasonable request. The request may be a second delivery, a refund, an exchange, or a discount. A clear request saves time for both sides. The company can judge what it can do and reply quickly. In daily work, complaints are not always bad. When they are handled well, they can help a company improve its service and win customers' trust. 6. What is a good complaint letter usually like? A. Long and angry. B. Short and silent. C. Clear, polite, and useful. D. Funny, quick, and secret. 7. Which detail can help the company check the situation quickly? A. The order number. B. The writer's hobby. C. The weather report. D. The worker's lunch time. 8. Why should the writer avoid rude words? A. They are hard to spell. B. They can make the letter shorter. C. They show exact information. D. They cannot make the problem easier to solve. 9. Which request is mentioned in the passage? A. A school meeting. B. A second delivery. C. A holiday plan. D. A new classroom. 10. What is the main idea of the passage? A. Students should never write emails. B. Companies do not need customer trust. C. A clear and polite complaint can help solve service problems. D. All deliveries are easy and fast. 三、书面表达（词数不少于40词） 11. 【写作内容】假定你是售后服务人员李华。一位顾客投诉订购的水果因配送延误而有部分损坏。请你给顾客写一封道歉邮件，内容包括：1. 表达歉意；2. 说明解决办法；3. 表达继续合作的希望。 【写作要求】正文约40个英文单词，行文不逐句翻译，文中不得出现真实校名、人名、地名，规范书写标点大小写。 【评分标准】信息完整，语言规范，语篇连贯。格式要求：书信需包含称呼、正文、结束语和 Li Hua 署名。 ________________________________________________________________________________________________________________________________________________________________________________________________________________ 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》，打造广东专用《英语 基础模块 3》（高教版第三版）《一课一练》，专辑共 40 练，完全对接广东对口升学考法。 　　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. 递送；运载 → ____ n. 递送；运载 2. ____ n. 道歉 → ____ v. 道歉 3. ____ adj. 真诚的 → ____ n. 真诚 → ____ adv. 真诚地 4. ____ v. 安排 → ____ n. 安排 5. ____ v. 投诉；抱怨 → ____ n. 投诉；抱怨 6. ____ adj. 粗心的 → ____ n. 粗心 7. ____ v. 减少；降低 → ____ n. 减少 8. ____ v. 服务 → ____ n. 服务 【答案】1. deliver → delivery 2. apology → apologize 3. sincere → sincerity → sincerely 4. arrange → arrangement 5. complain → complaint 6. careless → carelessness 7. reduce → reduction 8. serve → service 【课堂检测】 一、用单词适当形式填空（5 题） 1. The company made a new ________ (arrange) for the second delivery. 【答案】arrangement 【详解】考查名词。空前有 a new，空处应用单数名词 arrangement，表示“安排”。易错点：不要直接填动词 arrange。 2. The manager answered the customer's email ________ (sincere). 【答案】sincerely 【详解】考查副词。空处修饰动词 answered，应使用副词 sincerely，表示“真诚地”。易错点：形容词 sincere 不能直接修饰动词。 3. We should make an ________ (apologize) when our service causes trouble. 【答案】apology 【详解】考查名词。make an apology 为固定表达，表示“道歉”。易错点：apologize 是动词，不能和 an 直接搭配。 4. The ________ (deliver) was delayed because of heavy rain. 【答案】delivery 【详解】考查名词。空处作主语，应填 delivery，表示“递送”。易错点：deliver 是动词，不能作本句主语。 5. The problem happened because of the worker's ________ (careless). 【答案】carelessness 【详解】考查名词。worker's 后接名词，carelessness 表示“粗心”。易错点：careless 是形容词，不能直接放在所有格后作中心词。 二、阅读理解（5 题） A good complaint letter is usually clear, polite, and useful. It does not simply show anger. It helps the service worker understand the problem and find a solution. For vocational school students, learning to write such letters is part of learning professional communication. In customer service, a good letter can save time for both sides. It can also protect a business relationship. First, the writer should describe the problem with exact information. For example, the writer can mention the order number, the date, the product name, and the place where the problem happened. These details help the company check the situation quickly. If the writer only says, “Your service is bad,” the worker may not know what to do next. Clear facts are more useful than strong feelings. They guide the worker to the real cause of the trouble. Second, the writer should explain the loss in a calm way. If a late delivery causes trouble to a shop, the writer can say how the delay influences the business. However, rude words cannot make the problem easier to solve. Polite language often brings a better reply, because it shows respect and makes communication smoother. The writer can be firm, but the words should still be proper. This is also a sign of professional ethics. Finally, the writer can give a reasonable request. The request may be a second delivery, a refund, an exchange, or a discount. A clear request saves time for both sides. The company can judge what it can do and reply quickly. In daily work, complaints are not always bad. When they are handled well, they can help a company improve its service and win customers' trust. 6. What is a good complaint letter usually like? A. Long and angry. B. Short and silent. C. Clear, polite, and useful. D. Funny, quick, and secret. 【答案】C 【解析】考点：细节理解题。定位原文第 1 段第 1 句，A good complaint letter is usually clear, polite, and useful。易错点：不要把“投诉”误认为必须表达愤怒。 7. Which detail can help the company check the situation quickly? A. The order number. B. The writer's hobby. C. The weather report. D. The worker's lunch time. 【答案】A 【解析】考点：细节理解题。定位原文第 2 段第 2 句，order number 是具体信息之一。易错点：选项 B、C、D 都与问题处理无关。 8. Why should the writer avoid rude words? A. They are hard to spell. B. They can make the letter shorter. C. They show exact information. D. They cannot make the problem easier to solve. 【答案】D 【解析】考点：细节理解题。定位原文第 3 段，rude words cannot make the problem easier to solve。易错点：不要把礼貌表达理解为无关形式。 9. Which request is mentioned in the passage? A. A school meeting. B. A second delivery. C. A holiday plan. D. A new classroom. 【答案】B 【解析】考点：细节理解题。定位原文第 4 段，The request may be a second delivery, a refund, an exchange, or a discount。易错点：其余选项不属于客户投诉解决方式。 10. What is the main idea of the passage? A. Students should never write emails. B. Companies do not need customer trust. C. A clear and polite complaint can help solve service problems. D. All deliveries are easy and fast. 【答案】C 【解析】考点：主旨大意题。全文说明投诉信应清楚、礼貌、有合理要求，从而帮助解决服务问题。易错点：不要把某一段的细节当作全文主旨。 三、书面表达（词数不少于40词） 11. 【写作内容】假定你是售后服务人员李华。一位顾客投诉订购的水果因配送延误而有部分损坏。请你给顾客写一封道歉邮件，内容包括：1. 表达歉意；2. 说明解决办法；3. 表达继续合作的希望。 【写作要求】正文约40个英文单词，行文不逐句翻译，文中不得出现真实校名、人名、地名，规范书写标点大小写。 【评分标准】信息完整，语言规范，语篇连贯。格式要求：书信需包含称呼、正文、结束语和 Li Hua 署名。 ________________________________________________________________________________________________________________________________________________________________________________________________________________ 【答案】例文： Dear Madam, I am sorry for the delayed delivery and the damaged apples. We will send fresh apples to you tomorrow and reduce the price by 10%. We sincerely hope you will support our shop as always. Best wishes! Yours sincerely, Li Hua 【解析】 【导语】本篇书面表达属于应用文，要求以售后服务人员身份回复顾客投诉，核心任务是道歉、提出解决办法并维护合作关系。 【详解】1. 词汇积累：delayed delivery 延误配送；damaged apples 损坏的苹果；reduce the price 降价；support our shop 支持我们的商店。2. 句式拓展：原句 We will send fresh apples to you tomorrow. 可拓展为 We will send fresh apples to you tomorrow so that you can receive good products in time. 易错点：道歉邮件不能只解释原因，必须给出解决办法。 【点睛】【高分句型1】I am sorry for the delayed delivery and the damaged apples. 使用 be sorry for 表达道歉，语气得体。【高分句型2】We sincerely hope you will support our shop as always. 使用宾语从句表达期待，符合正式邮件语体。 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 $