Unit 4 Customer Service（B卷·能力提升）《英语 基础模块3》（高教版第三版）单元过关卷（原卷版+解析版）

**基本信息** 紧扣《英语 基础模块3》Unit 4核心考点，以真实客服情境为载体，通过AB卷分层设计（A卷基础巩固、B卷能力提升）实现知识整合与能力检测，适配单元复习需求。 **题型特征** |题型|题量/分值|知识覆盖|命题特色| |----|-----------|----------|----------| |情景交际|15题/20分|日常客服对话（投诉处理、道歉、解决方案）|通过短对话和补全对话模拟真实服务场景，考查语言理解与表达能力| |阅读理解|20题/40分|客服案例分析（酒店投诉处理、印刷公司错投事件）|选取真实服务场景文本，设题聚焦问题分析与逻辑推理| |完形填空|10题/10分|客服流程（倾听、核查、解决）|模拟电子商店服务案例，考查词汇运用与语篇理解| |语法填空|10题/10分|投诉信写作语法（时态、连词、形容词等）|结合投诉信语境，考查语法在真实语篇中的应用| |书面表达|1题/20分|投诉回复邮件写作（道歉、原因、解决方案、改进措施）|要求撰写客服回复邮件，综合考查语言表达与问题解决能力|

编写说明：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service B卷·能力提升 考试时间：120分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 一、情景交际（共15小题；满分20分） 第一节 读下列10个短对话，从题后所给的 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。（共10小题，每小题1分，满分10分） 1. —The tablet I bought for online lessons turns off whenever I open a video. I have charged it twice. —_______. May I check whether it is still under guarantee? A. You should not watch videos at all. B. That problem may affect your learning, and I am sorry. C. The receipt is not useful for electronic products. D. It is common to delay delivery. 2. —Your staff promised to deliver the leaflets on Monday, but we did not receive them until Thursday. —_______. We will check the delivery record and explain the cause to you. A. I don't think leaflets are important. B. Thanks for ordering them next month. C. We apologize for the delay. D. You may change the color first. 3. —If the problem was caused by our carelessness, what should we do first? —_______. Then offer a practical solution. A. Hide the complaint record. B. Ask the customer to wait for a week without reason. C. Reduce every price in the store. D. Admit the fault and make a sincere apology. 4. —The customer from France seems to prefer written information instead of long small talk. —_______. A clear email may work better in this business situation. A. That makes sense. B. He must be angry with the price. C. We should ask more private questions. D. Let's cancel the complaint. 5. —I have checked the receipt. The printer is no longer under guarantee. —_______. Could you tell me the repair cost before I make a decision? A. The printer must be exchanged for free. B. You should not mention cost. C. I understand the rule. D. The address sheet is missing. 6. —The customer says the food was too salty, but the restaurant is very busy tonight. —_______. Good service should not disappear when we are busy. A. We can ignore one small complaint. B. We should listen and offer to change the dish. C. We must ask the customer to cook it. D. We need to send a leaflet tomorrow. 7. —Would you like a refund or an exchange for the wrong-size jacket? —_______. I need to wear it for the interview next week. A. I would like an exchange, please. B. The interview was delayed by rain. C. The jacket is a business culture. D. You should check the battery. 8. —We will reduce the price by 10% because the delivery was delayed for two days. —_______. I hope the next order will arrive on time. A. That sounds fair. B. I don't need the goods anymore because of the color. C. Please put pressure on every customer. D. The guarantee period is blank. 9. —Before sending out fresh food, what should we make sure of? —_______. Otherwise, the food may be damaged on the way. A. The future discount is printed. B. The meeting is formal. C. The package is kept in a suitable condition. D. The customer asks private questions. 10. —The customer has waited for half an hour. How can we show patience and sincerity? —_______. A. Tell him to call another department. B. Explain the reason and update him on the progress. C. Ask him to stop mentioning the problem. D. Give him no record of the complaint. 第二节 读下面一段对话，从方框中所给的 A、B、C、D、E、F 和 G 七个选项中选出可以填入空白处的最佳选项。（共5小题，每小题2分，满分10分） A. It may take two days to finish the check. B. I bought it only ten days ago, so it should still be under guarantee. C. Could you describe the problem in detail? D. We have exchanged a new one for you. E. I'm sorry, but we cannot decide before checking the receipt. F. The screen becomes blank whenever I try to use it. G. I would like to have this smart watch repaired or exchanged. Customer: Good afternoon. _______ 11 _______ Staff: I'm sorry for the inconvenience caused. _______ 12 _______ Customer: _______ 13 _______ Even if I charge it for a whole night, it still does not work. Staff: When did you buy it? Customer: _______ 14 _______ Here is the receipt. Staff: Thank you. _______ 15 _______ If it cannot be repaired, we will exchange a new one according to the rule. 二、阅读理解（共20小题；每小题2分，满分40分） 阅读下列短文，从题后所给的 A、B、C、D 四个选项中选出最佳答案。 A A vocational school invited a local hotel manager to give a workshop called “Turning Complaints into Trust”. The manager, Ms. Zhao, began with a story. One evening, a guest complained that there was no hot water in his room for the second time. The front desk worker was tired and wanted to say, “It is not my fault.” However, she remembered the hotel's service rule: listen first, apologize sincerely, check quickly and solve practically. The worker listened to the guest without interrupting. She apologized for the inconvenience and wrote down the room number, time and problem. Then she called the repair team and checked whether another room was available. Because the repair might take an hour, she offered the guest a different room and a free breakfast coupon. The guest was still unhappy at first, but he accepted the solution because it was clear and timely. Ms. Zhao told the students that a complaint often has two layers. The first layer is the visible problem, such as no hot water, a wrong size or delayed delivery. The second layer is the customer's feeling. Customers may worry that nobody cares about their time, money or plan. If workers only explain the technical reason but ignore the feeling, the complaint may become worse. In the group discussion, students listed professional ethics shown in this case: patience, responsibility, honesty and respect. They also learned that apology is not a weak action. It opens the door to communication. A solution should not be empty words; it should tell the customer what will be done, when it will be done and who will be responsible. This is how service rebuilds trust. At the end of the workshop, Ms. Zhao asked the students to rewrite the case as a short service report. They had to include the complaint, the cause, the solution and the lesson learned. Many students said the task helped them see that service work requires language, logic and emotional control at the same time. 16. What was the guest's complaint about? A. Late leaflets for a meeting. B. A wrong-size jacket. C. A damaged sports watch. D. No hot water in the room. 17. What did the front desk worker do before calling the repair team? A. She changed the hotel rule. B. She asked the guest to leave. C. She listened and wrote down the problem. D. She gave no explanation. 18. Why did the worker offer a different room? A. The repair might take an hour. B. The guest wanted to buy breakfast. C. The coupon was under guarantee. D. The school needed a workshop. 19. What are the two layers of a complaint according to Ms. Zhao? A. Price and color. B. Receipt and order number. C. Visible problem and customer's feeling. D. Culture and grammar. 20. What does the passage suggest about apology? A. It is a weak action. B. It replaces the need for solution. C. It should be avoided by hotels. D. It helps start communication. B Green Leaf Printing Company once lost an important customer because of a small address mistake. The customer, Mr. Smith, ordered 5,000 leaflets for a weekend exhibition. The leaflets were printed on time, but a new worker put another company's address sheet on the package. As a result, Mr. Smith received someone else's leaflets, and his own leaflets were delivered to a shop across the city. When Mr. Smith wrote a complaint letter, he did not simply ask for an apology. He explained that the exhibition could bring new business partners, so the delay might cause a real loss. The service manager, Richard Brown, read the letter carefully. He did not blame the new worker in his reply. Instead, he admitted that the company was responsible for checking the package before delivery. Richard's reply had a clear structure. In the first part, he thanked the customer for the trust and expressed a sincere apology. In the second part, he explained the cause: two companies in the same district ordered similar leaflets, and the wrong address sheet caused the mistake. In the third part, he offered solutions. The company would arrange a second delivery the next morning, take back the wrong leaflets, reduce the price by 15%, and give a 5% discount on future leaflet orders. The reply did not completely remove the customer's loss, but it showed respect and responsibility. Later, the company added a new rule: every package must be checked by two workers before it leaves the office. Complaints are uncomfortable, but they can point out weak steps in a working process. If a company learns from them, a mistake may lead to better service. Richard also held a short meeting with the delivery team after the case. He asked the new worker not to feel ashamed, but to learn the rule carefully. The company then printed larger address sheets and used different colors for urgent orders, so workers could notice important information more easily. It also asked service workers to call customers before important exhibitions, because these orders often have strict deadlines. The manager believed that a simple phone call could prevent misunderstanding and show respect. 21. What caused the problem in Green Leaf Printing Company? A. A broken printer. B. A wrong address sheet. C. A cancelled exhibition. D. A missing receipt. 22. Why was the delay serious for Mr. Smith? A. The worker refused to read his letter. B. He wanted to change the color next month. C. He had no business partners at all. D. The leaflets were for a weekend exhibition. 23. What did Richard Brown do in his reply? A. He blamed the new worker only. B. He copied another complaint letter. C. He admitted the company's responsibility. D. He asked Mr. Smith to pay more. 24. Which solution was NOT mentioned in the reply? A. Arranging a second delivery. B. Reducing the price by 15%. C. Giving a future discount. D. Sending free leaflets for ten years. 25. What lesson did the company learn? A. Discounts can replace all service rules. B. Customers should not write complaint letters. C. Similar orders should be refused. D. Every package should be checked by two workers. C In many service jobs, workers need both language skills and problem-solving skills. A sentence may sound polite, but if it does not lead to action, the customer will not feel respected. For example, saying “We are sorry” five times is less useful than saying “We are sorry, and we will send a repair worker before 6 p.m.” Good service combines attitude with action. A service center in a vocational school used a “three-card” method to train students. The first card was the Listening Card. It reminded students to let the customer finish speaking, ask one clear question at a time, and repeat key information such as the item, problem and request. The second card was the Checking Card. It listed facts that must be checked: receipt, order number, purchase time, guarantee period and delivery record. The third card was the Solution Card. It asked students to choose a fair solution from repair, exchange, refund, price reduction or future discount. At first, some students felt the method was too slow. They wanted to give a solution immediately. However, after role-play practice, they found that quick solutions without checking facts might be wrong. One student promised a free exchange before looking at the receipt, but later discovered that the product had been bought two years earlier and was no longer under guarantee. The promise made the situation embarrassing. The teacher then explained an important rule: be warm in attitude but careful in decision-making. Customers need to feel heard, but companies also need to follow rules. When students used the three cards in the right order, their conversations became clearer. They could apologize sincerely, collect information correctly and explain solutions confidently. This is the kind of practical communication that vocational students will use in real workplaces. The teacher also asked students to compare their first role-play with the second one. In the first round, many students rushed to answer. In the second round, they asked clearer questions and gave solutions with conditions. The change showed that good communication can be trained step by step. 26. What does good service combine according to Paragraph 1? A. Action with pressure. B. Attitude with action. C. Rules with silence. D. Receipts with discounts only. 27. Which information belongs to the Checking Card? A. Customer's private hobbies. B. The worker's favorite product. C. Purchase time and guarantee period. D. The color of the classroom wall. 28. Why can an immediate solution be risky? A. It must include a future discount. B. It always takes more than two years. C. It stops customers from speaking English. D. It may be made before facts are checked. 29. What does the underlined word “embarrassing” probably mean? A. 令人尴尬的 B. 令人兴奋的 C. 价格昂贵的 D. 完全准时的 30. What is the teacher's important rule? A. Be cold in attitude and quick in decision-making. B. Be warm in attitude but careful in decision-making. C. Promise first and check later. D. Avoid all written complaint records. D A customer complaint report is more than a list of unhappy words. It helps a company understand repeated problems and decide what to improve. Blue River Delivery Company asks its service workers to write a weekly report every Friday. The report includes the number of complaints, the main types of problems, possible causes and suggested solutions. In one report, workers found that complaints about damaged goods increased during rainy weeks. The goods were not always broken before they were sent out. Many boxes became wet because they were left near the open door of the storehouse. The company then changed the storehouse rule: goods must be placed on higher shelves, and the door must be closed during heavy rain. It also used stronger package materials for food and electronic products. Another report showed that some customers complained about unclear information. They did not know when the delivery man would arrive, so they waited at home for many hours. To solve this problem, the company began to send a message two hours before delivery. The message included the delivery time, the worker's phone number and a link for changing the time if necessary. The manager believes that a good report should not attack workers. It should find the weak step in the process. If the report only says “Workers are careless”, nobody knows what to change. But if it says “Address sheets are printed too close to each other, so workers may take the wrong one”, the company can redesign the sheet and reduce mistakes. For students who will work in service industries, writing such reports is useful training. It requires facts, logic and responsibility. More importantly, it teaches them to turn complaints into improvement. A report also protects both customers and workers because every decision has a written basis. When a similar problem appears later, the team can read old reports and avoid repeating the same mistake. In this way, a complaint report becomes a practical tool for training, management and better service. 31. How often does Blue River Delivery Company ask workers to write a complaint report? A. Every day. B. Every Friday. C. Every month. D. Every year. 32. What happened to many boxes during rainy weeks? A. They became wet near the open storehouse door. B. They were sent to another country. C. They were checked every two hours. D. They were placed under guarantee. 33. What did the company send to solve unclear delivery information? A. A future discount card. B. A printed grammar form. C. A message two hours before delivery. D. A private invitation letter. 34. According to the manager, what should a good report focus on? A. Attacking careless workers. B. Finding weak steps in the process. C. Making customers stop complaining. D. Writing as many adjectives as possible. 35. Why is writing complaint reports useful for vocational students? A. It replaces English communication. B. It helps them avoid all service jobs. C. It lets them copy customers' words only. D. It trains facts, logic and responsibility. 三、完形填空（共10小题；每小题1分，满分10分） 阅读下列短文，从短文后各题所给的 A、B、C、D 四个选项中，选出可以填入空白处的最佳选项。 During a training week, our class worked as service workers in a simulated electronics store. The teacher gave each group a difficult case. A customer had bought a smart speaker twenty days earlier, but it stopped working after a software update. The customer was angry because he needed it for an English listening club. I was the first student to talk with him. At the beginning, I wanted to explain that the update was not made by our store. But my teammate reminded me that the customer's _______ 36 _______ should be heard first. So I listened carefully and wrote down the main points. Then I made an apology for the _______ 37 _______ caused and asked for the receipt. After checking the information, we found that the speaker was still under _______ 38 _______. However, we could not promise an exchange immediately because the problem might be solved by resetting the system. We told the customer that a technician would _______ 39 _______ it within one hour. If it still did not work, we would exchange a new one. The customer became calmer because the process was clear. While he was waiting, we updated him every twenty minutes. Finally, the technician found that the update had damaged one important file. The speaker could not be repaired, so we exchanged it and gave him a small _______ 40 _______ for his next order. From this case, I learned that good service requires both warmth and _______ 41 _______. If we only show warmth but make careless promises, we may create a bigger problem. If we only follow rules without kindness, customers may feel ignored. A good worker needs to check facts, keep records and make a _______ 42 _______ solution. More importantly, every complaint should be used to improve the _______ 43 _______. After class, our group suggested testing all smart speakers after updates. The teacher said this was a useful way to _______ 44 _______ similar complaints. Service is not finished when the customer leaves; it continues when we learn from what _______ 45 _______. 36. A. feeling B. discount C. battery D. sheet 37. A. culture B. inconvenience C. department D. proposal 38. A. pressure B. meeting C. guarantee D. bargain 39. A. check B. mention C. deliver D. reduce 40. A. receipt B. complaint C. discount D. address 41. A. decision B. offence C. deadline D. carefulness 42. A. fair B. blank C. salty D. private 43. A. meal B. price C. color D. process 44. A. cause B. prevent C. hide D. return 45. A. ordered B. happened C. charged D. printed 四、语法填空（共10小题；每小题1分，满分10分） 阅读下列短文，在空白处填入一个适当的词，或填入括号中所给单词的正确形式，并将答案写在对应处。 A complaint letter usually has a clear logic. First, the writer explains what _______ 46 _______ (happen). Then he or she describes the loss or inconvenience. Finally, the writer gives a request. A good reply should follow this logic and deal with each point carefully. Yesterday, our teacher asked us _______ 47 _______ (write) a reply to a customer. The customer said that the goods were delivered to the wrong address, _______ 48 _______ caused a delay of two days. In my reply, I first thanked the customer for _______ 49 _______ (trust) our company. Then I expressed our sincere apology. I explained that a worker had put the wrong address sheet on the package because two orders looked _______ 50 _______ (similar). For the solution, I wrote that we would arrange a second delivery as _______ 51 _______ (quick) as possible. We would also reduce the price by 15% because the delay had caused trouble to the customer's business. To make our service _______ 52 _______ (good), we would add a double-check step before every delivery. After reading my reply, the teacher said it was important not to use empty words. A promise _______ 53 _______ (mean) little unless it is followed by action. Since then, I _______ 54 _______ (pay) more attention to the logic of complaint letters. I believe I can communicate better with customers _______ 55 _______ I enter a real workplace. 五、书面表达（满分20分） 假设你是某配送公司的客服人员李华。客户Mr. Smith投诉其宣传单被错投，导致活动准备受到影响。请你根据以下提示，给他写一封英文回复邮件。 内容包括： (1) 对错投和延误表达歉意； (2) 说明原因：工作人员贴错地址单； (3) 给出解决方案：次日上午二次配送、取回错投物品、降价15%； (4) 说明改进措施：配送前双人核查。 写作要求： (1) 词数不少于80； (2) 必须包括要点，可以适当扩充，但不能逐词翻译； (3) 文中不要提及真实校名和姓名。 提示：leaflets, address sheet, delayed delivery, arrange, reduce the price, double-check ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ 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：本套试卷紧扣《英语 基础模块3》（高教版第三版）教材，以教材单元为基准精准覆盖核心考点。 每个单元设置AB卷，A卷为基础巩固卷，侧重基础考点训练，帮助学生扎实掌握知识要点；B卷为能力提升卷，注重知识整合与全面检测，引导学生构建知识网络。全书设计4份综合测试卷，模拟实战情境，聚焦解题能力突破，全面提升应试能力与知识应用水平。 《英语 基础模块3》（高教版第三版）《单元过关卷》 Unit 4 Customer Service B卷·能力提升 考试时间：120分钟 满分：100分 班级_____姓名_____学号_____成绩_____ 一、情景交际（共15小题；满分20分） 第一节 读下列10个短对话，从题后所给的 A、B、C、D 四个选项中选出可以填入空白处的最佳选项。（共10小题，每小题1分，满分10分） 1. —The tablet I bought for online lessons turns off whenever I open a video. I have charged it twice. —_______. May I check whether it is still under guarantee? A. You should not watch videos at all. B. That problem may affect your learning, and I am sorry. C. The receipt is not useful for electronic products. D. It is common to delay delivery. 【答案】B 【详解】考查投诉回应。服务人员应先理解问题、表达歉意，再核查保修情况，B项符合。 2. —Your staff promised to deliver the leaflets on Monday, but we did not receive them until Thursday. —_______. We will check the delivery record and explain the cause to you. A. I don't think leaflets are important. B. Thanks for ordering them next month. C. We apologize for the delay. D. You may change the color first. 【答案】C 【详解】考查延迟配送投诉。面对delayed delivery，应先道歉并核查记录，C项正确。 3. —If the problem was caused by our carelessness, what should we do first? —_______. Then offer a practical solution. A. Hide the complaint record. B. Ask the customer to wait for a week without reason. C. Reduce every price in the store. D. Admit the fault and make a sincere apology. 【答案】D 【详解】考查职业伦理。由己方carelessness造成问题，应承认过错并道歉，D项符合。 4. —The customer from France seems to prefer written information instead of long small talk. —_______. A clear email may work better in this business situation. A. That makes sense. B. He must be angry with the price. C. We should ask more private questions. D. Let's cancel the complaint. 【答案】A 【详解】考查跨文化沟通。后句认同书面邮件更有效，A项“That makes sense.”自然承接。 5. —I have checked the receipt. The printer is no longer under guarantee. —_______. Could you tell me the repair cost before I make a decision? A. The printer must be exchanged for free. B. You should not mention cost. C. I understand the rule. D. The address sheet is missing. 【答案】C 【详解】考查规则理解。顾客接受保修规则，并请求了解维修费用，C项符合语境。 6. —The customer says the food was too salty, but the restaurant is very busy tonight. —_______. Good service should not disappear when we are busy. A. We can ignore one small complaint. B. We should listen and offer to change the dish. C. We must ask the customer to cook it. D. We need to send a leaflet tomorrow. 【答案】B 【详解】考查餐饮投诉处理。即使忙碌也应倾听并给出换菜等解决方案，B项正确。 7. —Would you like a refund or an exchange for the wrong-size jacket? —_______. I need to wear it for the interview next week. A. I would like an exchange, please. B. The interview was delayed by rain. C. The jacket is a business culture. D. You should check the battery. 【答案】A 【详解】考查选择解决方案。顾客下周面试要穿，应选择调换尺码，A项正确。 8. —We will reduce the price by 10% because the delivery was delayed for two days. —_______. I hope the next order will arrive on time. A. That sounds fair. B. I don't need the goods anymore because of the color. C. Please put pressure on every customer. D. The guarantee period is blank. 【答案】A 【详解】考查补偿回应。公司降价补偿，顾客认为公平并提出期待，A项最自然。 9. —Before sending out fresh food, what should we make sure of? —_______. Otherwise, the food may be damaged on the way. A. The future discount is printed. B. The meeting is formal. C. The package is kept in a suitable condition. D. The customer asks private questions. 【答案】C 【详解】考查配送服务。生鲜配送需确保包装和保存条件适宜，C项符合。 10. —The customer has waited for half an hour. How can we show patience and sincerity? —_______. A. Tell him to call another department. B. Explain the reason and update him on the progress. C. Ask him to stop mentioning the problem. D. Give him no record of the complaint. 【答案】B 【详解】考查服务过程沟通。耐心和真诚体现在解释原因、更新进展，B项正确。 第二节 读下面一段对话，从方框中所给的 A、B、C、D、E、F 和 G 七个选项中选出可以填入空白处的最佳选项。（共5小题，每小题2分，满分10分） A. It may take two days to finish the check. B. I bought it only ten days ago, so it should still be under guarantee. C. Could you describe the problem in detail? D. We have exchanged a new one for you. E. I'm sorry, but we cannot decide before checking the receipt. F. The screen becomes blank whenever I try to use it. G. I would like to have this smart watch repaired or exchanged. Customer: Good afternoon. _______ 11 _______ Staff: I'm sorry for the inconvenience caused. _______ 12 _______ Customer: _______ 13 _______ Even if I charge it for a whole night, it still does not work. Staff: When did you buy it? Customer: _______ 14 _______ Here is the receipt. Staff: Thank you. _______ 15 _______ If it cannot be repaired, we will exchange a new one according to the rule. 【答案】11. G 12. C 13. F 14. B 15. A 【详解】11. 开头进入售后场景，应说明维修或调换手表的需求，选G。 【详解】12. 后文顾客描述故障，说明此处询问具体问题，选C。 【详解】13. 后文补充充电整晚仍不能使用，前句应说明屏幕空白，选F。 【详解】14. 上文询问购买时间，B项说明十天前购买且仍在保修期，选B。 【详解】15. 后文说明不能修则调换，前句应告知检测需要两天，选A。 二、阅读理解（共20小题；每小题2分，满分40分） 阅读下列短文，从题后所给的 A、B、C、D 四个选项中选出最佳答案。 A A vocational school invited a local hotel manager to give a workshop called “Turning Complaints into Trust”. The manager, Ms. Zhao, began with a story. One evening, a guest complained that there was no hot water in his room for the second time. The front desk worker was tired and wanted to say, “It is not my fault.” However, she remembered the hotel's service rule: listen first, apologize sincerely, check quickly and solve practically. The worker listened to the guest without interrupting. She apologized for the inconvenience and wrote down the room number, time and problem. Then she called the repair team and checked whether another room was available. Because the repair might take an hour, she offered the guest a different room and a free breakfast coupon. The guest was still unhappy at first, but he accepted the solution because it was clear and timely. Ms. Zhao told the students that a complaint often has two layers. The first layer is the visible problem, such as no hot water, a wrong size or delayed delivery. The second layer is the customer's feeling. Customers may worry that nobody cares about their time, money or plan. If workers only explain the technical reason but ignore the feeling, the complaint may become worse. In the group discussion, students listed professional ethics shown in this case: patience, responsibility, honesty and respect. They also learned that apology is not a weak action. It opens the door to communication. A solution should not be empty words; it should tell the customer what will be done, when it will be done and who will be responsible. This is how service rebuilds trust. At the end of the workshop, Ms. Zhao asked the students to rewrite the case as a short service report. They had to include the complaint, the cause, the solution and the lesson learned. Many students said the task helped them see that service work requires language, logic and emotional control at the same time. 16. What was the guest's complaint about? A. Late leaflets for a meeting. B. A wrong-size jacket. C. A damaged sports watch. D. No hot water in the room. 17. What did the front desk worker do before calling the repair team? A. She changed the hotel rule. B. She asked the guest to leave. C. She listened and wrote down the problem. D. She gave no explanation. 18. Why did the worker offer a different room? A. The repair might take an hour. B. The guest wanted to buy breakfast. C. The coupon was under guarantee. D. The school needed a workshop. 19. What are the two layers of a complaint according to Ms. Zhao? A. Price and color. B. Receipt and order number. C. Visible problem and customer's feeling. D. Culture and grammar. 20. What does the passage suggest about apology? A. It is a weak action. B. It replaces the need for solution. C. It should be avoided by hotels. D. It helps start communication. 【答案】16. D 17. C 18. A 19. C 20. D 【导语】本文通过酒店投诉处理案例说明服务人员应倾听、道歉、核查并给出具体方案。 【详解】 16. 本题为细节理解题。根据第1段“there was no hot water in his room”可知，投诉内容是房间没有热水，故选D。 17. 本题为细节理解题。根据第2段“She listened... wrote down...”可知，她先倾听并记录问题，故选C。 18. 本题为细节理解题。根据第2段“Because the repair might take an hour”可知，维修可能耗时一小时，所以换房，故选A。 19. 本题为细节理解题。根据第3段“visible problem”和“customer's feeling”可知，投诉有可见问题和顾客感受两层，故选C。 20. 本题为推理判断题。根据最后一段“It opens the door to communication”可知，道歉有助于开启沟通，故选D。 B Green Leaf Printing Company once lost an important customer because of a small address mistake. The customer, Mr. Smith, ordered 5,000 leaflets for a weekend exhibition. The leaflets were printed on time, but a new worker put another company's address sheet on the package. As a result, Mr. Smith received someone else's leaflets, and his own leaflets were delivered to a shop across the city. When Mr. Smith wrote a complaint letter, he did not simply ask for an apology. He explained that the exhibition could bring new business partners, so the delay might cause a real loss. The service manager, Richard Brown, read the letter carefully. He did not blame the new worker in his reply. Instead, he admitted that the company was responsible for checking the package before delivery. Richard's reply had a clear structure. In the first part, he thanked the customer for the trust and expressed a sincere apology. In the second part, he explained the cause: two companies in the same district ordered similar leaflets, and the wrong address sheet caused the mistake. In the third part, he offered solutions. The company would arrange a second delivery the next morning, take back the wrong leaflets, reduce the price by 15%, and give a 5% discount on future leaflet orders. The reply did not completely remove the customer's loss, but it showed respect and responsibility. Later, the company added a new rule: every package must be checked by two workers before it leaves the office. Complaints are uncomfortable, but they can point out weak steps in a working process. If a company learns from them, a mistake may lead to better service. Richard also held a short meeting with the delivery team after the case. He asked the new worker not to feel ashamed, but to learn the rule carefully. The company then printed larger address sheets and used different colors for urgent orders, so workers could notice important information more easily. It also asked service workers to call customers before important exhibitions, because these orders often have strict deadlines. The manager believed that a simple phone call could prevent misunderstanding and show respect. 21. What caused the problem in Green Leaf Printing Company? A. A broken printer. B. A wrong address sheet. C. A cancelled exhibition. D. A missing receipt. 22. Why was the delay serious for Mr. Smith? A. The worker refused to read his letter. B. He wanted to change the color next month. C. He had no business partners at all. D. The leaflets were for a weekend exhibition. 23. What did Richard Brown do in his reply? A. He blamed the new worker only. B. He copied another complaint letter. C. He admitted the company's responsibility. D. He asked Mr. Smith to pay more. 24. Which solution was NOT mentioned in the reply? A. Arranging a second delivery. B. Reducing the price by 15%. C. Giving a future discount. D. Sending free leaflets for ten years. 25. What lesson did the company learn? A. Discounts can replace all service rules. B. Customers should not write complaint letters. C. Similar orders should be refused. D. Every package should be checked by two workers. 【答案】21. B 22. D 23. C 24. D 25. D 【导语】本文围绕印刷公司错投宣传单的投诉处理，说明投诉信回复的逻辑结构和流程改进。 【详解】 21. 本题为细节理解题。根据第1段“put another company's address sheet on the package”可知，地址单贴错导致问题，故选B。 22. 本题为细节理解题。根据第2段“the exhibition could bring new business partners”可知，宣传单用于周末展会，延误会造成损失，故选D。 23. 本题为细节理解题。根据第2段“admitted that the company was responsible”可知，Richard承认公司责任，故选C。 24. 本题为细节理解题。第3段提到二次配送、降价15%、未来5%折扣，未提到免费十年，故选D。 25. 本题为细节理解题。根据最后一段“checked by two workers”可知，公司新增双人核查规则，故选D。 C In many service jobs, workers need both language skills and problem-solving skills. A sentence may sound polite, but if it does not lead to action, the customer will not feel respected. For example, saying “We are sorry” five times is less useful than saying “We are sorry, and we will send a repair worker before 6 p.m.” Good service combines attitude with action. A service center in a vocational school used a “three-card” method to train students. The first card was the Listening Card. It reminded students to let the customer finish speaking, ask one clear question at a time, and repeat key information such as the item, problem and request. The second card was the Checking Card. It listed facts that must be checked: receipt, order number, purchase time, guarantee period and delivery record. The third card was the Solution Card. It asked students to choose a fair solution from repair, exchange, refund, price reduction or future discount. At first, some students felt the method was too slow. They wanted to give a solution immediately. However, after role-play practice, they found that quick solutions without checking facts might be wrong. One student promised a free exchange before looking at the receipt, but later discovered that the product had been bought two years earlier and was no longer under guarantee. The promise made the situation embarrassing. The teacher then explained an important rule: be warm in attitude but careful in decision-making. Customers need to feel heard, but companies also need to follow rules. When students used the three cards in the right order, their conversations became clearer. They could apologize sincerely, collect information correctly and explain solutions confidently. This is the kind of practical communication that vocational students will use in real workplaces. The teacher also asked students to compare their first role-play with the second one. In the first round, many students rushed to answer. In the second round, they asked clearer questions and gave solutions with conditions. The change showed that good communication can be trained step by step. 26. What does good service combine according to Paragraph 1? A. Action with pressure. B. Attitude with action. C. Rules with silence. D. Receipts with discounts only. 27. Which information belongs to the Checking Card? A. Customer's private hobbies. B. The worker's favorite product. C. Purchase time and guarantee period. D. The color of the classroom wall. 28. Why can an immediate solution be risky? A. It must include a future discount. B. It always takes more than two years. C. It stops customers from speaking English. D. It may be made before facts are checked. 29. What does the underlined word “embarrassing” probably mean? A. 令人尴尬的 B. 令人兴奋的 C. 价格昂贵的 D. 完全准时的 30. What is the teacher's important rule? A. Be cold in attitude and quick in decision-making. B. Be warm in attitude but careful in decision-making. C. Promise first and check later. D. Avoid all written complaint records. 【答案】26. B 27. C 28. D 29. A 30. B 【导语】本文介绍客户服务训练中的“三卡法”，强调倾听、核查与解决方案的顺序。 【详解】 26. 本题为细节理解题。根据第1段“Good service combines attitude with action”可知，优质服务结合态度与行动，故选B。 27. 本题为细节理解题。根据第2段Checking Card包括purchase time和guarantee period，故选C。 28. 本题为推理判断题。根据第3段“quick solutions without checking facts might be wrong”可知，未核查事实就给方案有风险，故选D。 29. 本题为词义猜测题。学生先承诺免费换货，后发现不在保修期，局面应是“尴尬的”，故选A。 30. 本题为细节理解题。根据最后一段“be warm in attitude but careful in decision-making”可知，答案为B。 D A customer complaint report is more than a list of unhappy words. It helps a company understand repeated problems and decide what to improve. Blue River Delivery Company asks its service workers to write a weekly report every Friday. The report includes the number of complaints, the main types of problems, possible causes and suggested solutions. In one report, workers found that complaints about damaged goods increased during rainy weeks. The goods were not always broken before they were sent out. Many boxes became wet because they were left near the open door of the storehouse. The company then changed the storehouse rule: goods must be placed on higher shelves, and the door must be closed during heavy rain. It also used stronger package materials for food and electronic products. Another report showed that some customers complained about unclear information. They did not know when the delivery man would arrive, so they waited at home for many hours. To solve this problem, the company began to send a message two hours before delivery. The message included the delivery time, the worker's phone number and a link for changing the time if necessary. The manager believes that a good report should not attack workers. It should find the weak step in the process. If the report only says “Workers are careless”, nobody knows what to change. But if it says “Address sheets are printed too close to each other, so workers may take the wrong one”, the company can redesign the sheet and reduce mistakes. For students who will work in service industries, writing such reports is useful training. It requires facts, logic and responsibility. More importantly, it teaches them to turn complaints into improvement. A report also protects both customers and workers because every decision has a written basis. When a similar problem appears later, the team can read old reports and avoid repeating the same mistake. In this way, a complaint report becomes a practical tool for training, management and better service. 31. How often does Blue River Delivery Company ask workers to write a complaint report? A. Every day. B. Every Friday. C. Every month. D. Every year. 32. What happened to many boxes during rainy weeks? A. They became wet near the open storehouse door. B. They were sent to another country. C. They were checked every two hours. D. They were placed under guarantee. 33. What did the company send to solve unclear delivery information? A. A future discount card. B. A printed grammar form. C. A message two hours before delivery. D. A private invitation letter. 34. According to the manager, what should a good report focus on? A. Attacking careless workers. B. Finding weak steps in the process. C. Making customers stop complaining. D. Writing as many adjectives as possible. 35. Why is writing complaint reports useful for vocational students? A. It replaces English communication. B. It helps them avoid all service jobs. C. It lets them copy customers' words only. D. It trains facts, logic and responsibility. 【答案】31. B 32. A 33. C 34. B 35. D 【导语】本文说明客户投诉报告的作用，强调用事实和逻辑发现流程弱点并推动改进。 【详解】 31. 本题为细节理解题。根据第1段“write a weekly report every Friday”可知，每周五写报告，故选B。 32. 本题为细节理解题。根据第2段“boxes became wet because they were left near the open door”可知，雨天箱子在仓库门附近受潮，故选A。 33. 本题为细节理解题。根据第3段“send a message two hours before delivery”可知，公司提前两小时发送信息，故选C。 34. 本题为细节理解题。根据第4段“It should find the weak step in the process”可知，报告应关注流程弱点，故选B。 35. 本题为细节理解题。根据最后一段“It requires facts, logic and responsibility”可知，写投诉报告训练事实、逻辑和责任，故选D。 三、完形填空（共10小题；每小题1分，满分10分） 阅读下列短文，从短文后各题所给的 A、B、C、D 四个选项中，选出可以填入空白处的最佳选项。 During a training week, our class worked as service workers in a simulated electronics store. The teacher gave each group a difficult case. A customer had bought a smart speaker twenty days earlier, but it stopped working after a software update. The customer was angry because he needed it for an English listening club. I was the first student to talk with him. At the beginning, I wanted to explain that the update was not made by our store. But my teammate reminded me that the customer's _______ 36 _______ should be heard first. So I listened carefully and wrote down the main points. Then I made an apology for the _______ 37 _______ caused and asked for the receipt. After checking the information, we found that the speaker was still under _______ 38 _______. However, we could not promise an exchange immediately because the problem might be solved by resetting the system. We told the customer that a technician would _______ 39 _______ it within one hour. If it still did not work, we would exchange a new one. The customer became calmer because the process was clear. While he was waiting, we updated him every twenty minutes. Finally, the technician found that the update had damaged one important file. The speaker could not be repaired, so we exchanged it and gave him a small _______ 40 _______ for his next order. From this case, I learned that good service requires both warmth and _______ 41 _______. If we only show warmth but make careless promises, we may create a bigger problem. If we only follow rules without kindness, customers may feel ignored. A good worker needs to check facts, keep records and make a _______ 42 _______ solution. More importantly, every complaint should be used to improve the _______ 43 _______. After class, our group suggested testing all smart speakers after updates. The teacher said this was a useful way to _______ 44 _______ similar complaints. Service is not finished when the customer leaves; it continues when we learn from what _______ 45 _______. 36. A. feeling B. discount C. battery D. sheet 37. A. culture B. inconvenience C. department D. proposal 38. A. pressure B. meeting C. guarantee D. bargain 39. A. check B. mention C. deliver D. reduce 40. A. receipt B. complaint C. discount D. address 41. A. decision B. offence C. deadline D. carefulness 42. A. fair B. blank C. salty D. private 43. A. meal B. price C. color D. process 44. A. cause B. prevent C. hide D. return 45. A. ordered B. happened C. charged D. printed 【答案】36. A 37. B 38. C 39. A 40. C 41. D 42. A 43. D 44. B 45. C 【导语】本文讲述学生在模拟电子商店中处理智能音箱投诉的经历，强调倾听、核查、规则和改进流程。 【详解】 36. 考查名词。根据下文listened carefully可知，应先听顾客感受，feeling符合语境，故选A。 37. 考查名词。apology for the inconvenience caused为固定服务表达，故选B。 38. 考查名词。根据购买仅二十天可知仍在保修期，under guarantee符合语境，故选C。 39. 考查动词。技术人员应先检查设备，check符合语境，故选A。 40. 考查名词。for his next order提示给下次订单折扣，discount符合语境，故选C。 41. 考查名词。后文提到careless promises，说明服务既要热情也要细心，carefulness符合语境，故选D。 42. 考查形容词。解决方案应公平，fair符合语境，故选A。 43. 考查名词。投诉用于改进流程，process符合语境，故选D。 44. 考查动词。测试更新后的音箱是为了预防类似投诉，prevent符合语境，故选B。 45. 考查动词。句意：从发生的事情中学习，happened符合语境，故选B。 四、语法填空（共10小题；每小题1分，满分10分） 阅读下列短文，在空白处填入一个适当的词，或填入括号中所给单词的正确形式，并将答案写在对应处。 A complaint letter usually has a clear logic. First, the writer explains what _______ 46 _______ (happen). Then he or she describes the loss or inconvenience. Finally, the writer gives a request. A good reply should follow this logic and deal with each point carefully. Yesterday, our teacher asked us _______ 47 _______ (write) a reply to a customer. The customer said that the goods were delivered to the wrong address, _______ 48 _______ caused a delay of two days. In my reply, I first thanked the customer for _______ 49 _______ (trust) our company. Then I expressed our sincere apology. I explained that a worker had put the wrong address sheet on the package because two orders looked _______ 50 _______ (similar). For the solution, I wrote that we would arrange a second delivery as _______ 51 _______ (quick) as possible. We would also reduce the price by 15% because the delay had caused trouble to the customer's business. To make our service _______ 52 _______ (good), we would add a double-check step before every delivery. After reading my reply, the teacher said it was important not to use empty words. A promise _______ 53 _______ (mean) little unless it is followed by action. Since then, I _______ 54 _______ (pay) more attention to the logic of complaint letters. I believe I can communicate better with customers _______ 55 _______ I enter a real workplace. 【答案】46. happened 47. to write 48. which 49. trusting 50. similar 51. quickly 52. better 53. means 54. have paid 55. when/after 【详解】 46. 考查时态。投诉信通常说明已经发生的事情，用一般过去时happened。 47. 考查非谓语。ask sb. to do sth.表示“要求某人做某事”。 48. 考查定语从句。逗号后指代前面整件事，用which引导非限制性定语从句。 49. 考查动名词。介词for后接动名词trusting。 50. 考查形容词。look为系动词，后接形容词similar。 51. 考查副词。as quickly as possible表示“尽可能快地”。 52. 考查比较级。语境表示让服务变得更好，用better。 53. 考查主谓一致。主语A promise为单数，且表达一般事实，用means。 54. 考查现在完成时。Since then提示现在完成时，主语I用have paid。 55. 考查连词。句意为进入真实职场时/之后能更好沟通，用when或after均可。 五、书面表达（满分20分） 假设你是某配送公司的客服人员李华。客户Mr. Smith投诉其宣传单被错投，导致活动准备受到影响。请你根据以下提示，给他写一封英文回复邮件。 内容包括： (1) 对错投和延误表达歉意； (2) 说明原因：工作人员贴错地址单； (3) 给出解决方案：次日上午二次配送、取回错投物品、降价15%； (4) 说明改进措施：配送前双人核查。 写作要求： (1) 词数不少于80； (2) 必须包括要点，可以适当扩充，但不能逐词翻译； (3) 文中不要提及真实校名和姓名。 提示：leaflets, address sheet, delayed delivery, arrange, reduce the price, double-check ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ 【参考范文】 Dear Mr. Smith, Thank you for your email about the leaflets incorrectly delivered to your company. We are very sorry for the inconvenience caused by the mistake and the delayed delivery. We understand that the leaflets are important for your activity preparation. After checking the delivery record, we found that our staff member put the wrong address sheet on the package. Therefore, the package was sent to another company by mistake. Since it is our fault, we will arrange a second delivery tomorrow morning and make sure you receive the right leaflets before noon. Our delivery worker will also take back the wrong package. To make up for the trouble, we will reduce the price of this order by 15%. To prevent similar problems, we will add a double-check step before every delivery. We sincerely hope you will continue to support our company. Yours sincerely, Li Hua 【词汇积累】incorrectly delivered错投；delayed delivery延迟配送；address sheet地址单；arrange a second delivery安排二次配送；reduce the price降价；double-check双重核查 【句式拓展】Since it is our fault, we will... / To make up for the trouble, we will... / To prevent similar problems, we will... 【点睛】本文为能力提升卷写作，重点考查投诉回复邮件的逻辑：感谢与道歉—解释原因—提出补救—说明改进。 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 $