Unit 4 Customer Service（Reading;Culture Understanding）-《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** 聚焦中职英语基础模块3 Unit 4阅读与文化理解，采用支架式设计，通过基础阅读与语法应用分层训练，强化语言能力与思维品质，适配学情实现从单一理解到综合运用的巩固。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |基础层|阅读细节理解|5道选择题聚焦文章关键信息，考查事实识别与简单推理，夯实语言理解能力| |提升层|语法综合应用|10空短文填空涵盖非谓语、介词搭配、时态等语法点，需结合语境灵活运用，提升语言表达与学习能力|

编写说明：基于中职学生英语知识能力普遍薄弱的学情特点，我们始终坚持“以生为本”的教育理念，深度融合支架式教学理论，系统剖析近三年高考真题命题规律，匠心打造了契合山东高考命题特色的《英语 基础模块3》（高教版第三版）专辑，专辑共40练。 本卷为【山东专用】《英语 基础模块3》（高教版第三版）Unit 4 Customer Service （Reading;Culture Understanding）的课后作业。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（3） Reading;Culture Understanding 1、 阅读理解 Nowadays, online shopping becomes more and more popular, so online customer service plays a key role in every e-shop. Unlike offline shops, customers cannot talk with salesmen face to face, so online workers need to be more patient and warm-hearted. When customers send complaints about broken goods, delayed delivery or wrong sizes, service staff should reply quickly. First, they must say sorry sincerely for the inconvenience. Then they offer two solutions: free replacement or full refund. If buyers ask for compensation for their loss, shops need to give reasonable answers according to store rules. Good online service brings lots of regular customers. If the workers ignore customers’ messages or speak impolitely, the shop will get bad reviews. Bad comments will stop new buyers from placing orders. Therefore, all online shops train their workers on service rules regularly to keep good business. 1. What is very important for online shops? A. Cheap prices B. Online customer service C. Many kinds of clothes D. Fast packaging machines 2. Why online workers need more patience? A. They have too much work every day B. Customers can’t communicate face to face C. They work late at night D. They need to take photos of goods 3. What is the first step to deal with complaints? A. Ask customers to wait long B. Say sincere apologies C. Refuse all compensation D. Send new goods at once 4. Which solution is NOT mentioned in the passage? A. Free replacement B. Full refund C. Extra small gifts D. No service at all 5. What will happen if service workers are rude? A. More customers come to buy things B. The shop gets bad reviews C. Delivery becomes faster D. Goods become cheaper 【答案】1. B 2. B 3. B 4. D 5. B 【导语】文章大意：短文围绕线上电商客服展开，讲解线上客服的重要性、处理客诉标准流程以及恶劣服务带来的负面影响。 文章释义：如今网购愈发流行，线上客服对每一家网店都至关重要。和实体店不同，顾客无法与销售人员面对面沟通，因此线上客服人员需要更有耐心、态度更温和。 当顾客因商品破损、发货延迟、尺码错误发起投诉时，客服要快速回复。首先必须为带来的不便真诚致歉，随后提供两种方案：免费换货或全额退款。若顾客要求损失补偿，店铺需根据店内规则给出合理答复。 优质线上服务能积累大量回头客。如果客服无视顾客消息、言语粗鲁，店铺会收获差评，负面评价会劝退新买家。因此所有网店都会定期培训员工服务规范，维持良好经营。 【逐题详解】 1.B 细节题，第一段第一句 online customer service plays a key role。 2.B 细节题，第一段第二句 customers cannot talk with salesmen face to face。 3.B 细节题，第二段第二句 First, they must say sorry sincerely。 4.D 细节题，文中提到换货、退款、补偿小礼品，未提及完全不提供服务。 5.B 细节题，第三段第二句 the shop will get bad reviews。 二、短文填空 If you work as a customer service worker, you must learn how 6._______(deal) with different buyers. Some customers get angry 7. ______products have quality problems. You should listen to them patiently 8.________ keep calm all the time. When you meet such problems, first you should take 9._____(responsible) for the mistakes of your shop. Don’t argue 10.________ customers. Next, provide fair plans such 11.________ changing goods or returning money. It’s also necessary to speak in a polite and sincere way. The words you use 12.________(influence) buyers’ feelings a lot. If you can solve their problems well, they 13._________(trust) your store and come again. Good service 14.________(create) long-term value for shops. Every worker should take it 15.__________(serious). 【答案】6. to deal 7. because 8. and 9. responsibility 10. with 11. as 12. influence 13. will trust 14. creates 15. seriously 【导语】文章大意：短文讲解客服岗位工作准则，要求员工耐心倾听、主动担责、礼貌沟通，优质服务能为店铺带来长期收益。 文章释义：如果你从事客服工作，必须学会应对各类顾客。部分顾客会因商品质量问题生气，你要耐心倾听、始终保持冷静。 遇到这类问题，首先要为店铺的失误承担责任，不要和顾客争执，其次给出换货、退款等公平解决方案。 说话礼貌真诚也十分必要，你的措辞会极大影响顾客感受。妥善解决问题后，顾客会信任店铺并再次消费。 优质服务能为店铺创造长期价值，每位工作人员都应当认真对待客服工作。 【逐空详解】 6. to deal 固定搭配 how to do sth 如何做某事。 7. because 连词，表原因，顾客生气的原因是商品质量问题。 8. and 并列连词，连接 listen patiently 与 keep calm 两个并列动作。 9. responsibility 固定搭配 take responsibility 承担责任。 10. with 固定搭配 argue with sb 和某人争吵。 11. as 固定搭配 such as 例如，用来列举售后方案。 12. influence 主语 words 为复数，一般现在时动词原形。 13. will trust if 引导条件状语从句，主句使用一般将来时。 14. creates 主语 good service 为单数，一般现在时三单形式。 15. seriously 副词修饰动词 take，take sth seriously 认真对待某事。 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 学科网（北京）股份有限公司 $ 编写说明：基于中职学生英语知识能力普遍薄弱的学情特点，我们始终坚持“以生为本”的教育理念，深度融合支架式教学理论，系统剖析近三年高考真题命题规律，匠心打造了契合山东高考命题特色的《英语 基础模块3》（高教版第三版）专辑，专辑共40练。 本卷为【山东专用】《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Reading;Culture Understanding）的课后作业。 《英语 基础模块3》（高教版第三版） Unit 4 Customer Service 一课一练（3） Reading;Culture Understanding 1、 阅读理解 Nowadays, online shopping becomes more and more popular, so online customer service plays a key role in every e-shop. Unlike offline shops, customers cannot talk with salesmen face to face, so online workers need to be more patient and warm-hearted. When customers send complaints about broken goods, delayed delivery or wrong sizes, service staff should reply quickly. First, they must say sorry sincerely for the inconvenience. Then they offer two solutions: free replacement or full refund. If buyers ask for compensation for their loss, shops need to give reasonable answers according to store rules. Good online service brings lots of regular customers. If the workers ignore customers’ messages or speak impolitely, the shop will get bad reviews. Bad comments will stop new buyers from placing orders. Therefore, all online shops train their workers on service rules regularly to keep good business. 1. What is very important for online shops? A. Cheap prices B. Online customer service C. Many kinds of clothes D. Fast packaging machines 2. Why online workers need more patience? A. They have too much work every day B. Customers can’t communicate face to face C. They work late at night D. They need to take photos of goods 3. What is the first step to deal with complaints? A. Ask customers to wait long B. Say sincere apologies C. Refuse all compensation D. Send new goods at once 4. Which solution is NOT mentioned in the passage? A. Free replacement B. Full refund C. Extra small gifts D. No service at all 5. What will happen if service workers are rude? A. More customers come to buy things B. The shop gets bad reviews C. Delivery becomes faster D. Goods become cheaper 二、短文填空 If you work as a customer service worker, you must learn how 6._______(deal) with different buyers. Some customers get angry 7. ______products have quality problems. You should listen to them patiently 8.________ keep calm all the time. When you meet such problems, first you should take 9._____(responsible) for the mistakes of your shop. Don’t argue 10.________ customers. Next, provide fair plans such 11.________ changing goods or returning money. It’s also necessary to speak in a polite and sincere way. The words you use 12.________(influence) buyers’ feelings a lot. If you can solve their problems well, they 13._________(trust) your store and come again. Good service 14.________(create) long-term value for shops. Every worker should take it 15.__________(serious). 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 学科网（北京）股份有限公司 $