Unit4 Customer Service单元复习讲义-《英语 基础模块3》（高教版第三版）（原卷版+解析版）

该中职英语单元复习讲义围绕Unit 4 Customer Service主题，系统梳理重点词汇、状语从句及客户服务相关语篇，采用“学习版—辨析版—训练版—自检版”结构，搭建从词汇识记到语法运用再到语篇实践的递进式学习支架。 清单通过分类标注（词汇红色标记必掌握项）、语境复现（教材句子巩固词义）及易混点辨析（如because与due to用法对比）构建完整知识体系，突出语言能力培养和思维品质提升。设计“对折自测”词汇表、语法提升练习及学习自检清单，助力学生自主巩固，教师可据此精准开展课堂复习与课后辅导，提升教学实效。

《英语 基础模块3》（高教版第三版）单元复习讲义 Unit 4 Customer Service 班级__________ 姓名__________ 成绩__________ 编写说明：本讲义围绕 Unit 4 的重点词汇、状语从句和客户服务、投诉处理与职业沟通主题语篇进行复习提升，采用“学习版—辨析版—训练版—自检版”的结构，适合课堂巩固、阶段复习和课后练习使用。 一、词汇积累：先识记，再对折自测 重点标记规则：红色答案为必须掌握项；教材语境用于回到句子中复现词义，避免只背孤立中文。 （一）重点单词 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 确保 __________ make sure __________ Make sure the customer understands the solution. 2 承诺 __________ promise __________ The company promises to solve the problem. 3 递送 __________ deliver __________ We will deliver a new package tomorrow. 4 不便 __________ inconvenience __________ We are sorry for the inconvenience. 5 安排 __________ arrange __________ The worker arranged a new delivery. 6 道歉 __________ apology __________ A sincere apology can calm the customer. 7 投诉 __________ complaint __________ The complaint was about a broken product. 8 检查 __________ check __________ Please check the order number first. 9 由于 __________ due to __________ The delay was due to bad weather. 10 解决办法 __________ solution __________ A good solution should be clear and fair. 11 客户 __________ customer __________ Customers expect polite service. 12 损失 __________ loss __________ We will pay for your loss if it is our fault. （二）重点短语 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 确保 __________ make sure __________ Make sure the product is delivered on time. 2 向……道歉 __________ make an apology to __________ We should make an apology to the customer. 3 由于 __________ due to __________ The problem happened due to a wrong address. 4 处理投诉 __________ deal with complaints __________ Customer service workers deal with complaints every day. 5 为……负责 __________ be responsible for __________ If it is our fault, we are responsible for the loss. 6 安排配送 __________ arrange delivery __________ We can arrange delivery for next Monday. 7 检查订单 __________ check the order __________ Please check the order before calling back. 8 提供解决办法 __________ offer a solution __________ Offer a solution instead of arguing. 二、语法闯关：状语从句的综合运用 学习版精讲 • 状语从句用来说明时间、原因、条件、让步、结果等，使客户服务表达更完整。 • because / since / as 引导原因状语从句，说明投诉原因或处理理由。 • if / unless 引导条件状语从句，表示在某种条件下采取解决方案。 • although / though / even though 引导让步状语从句，表达虽然有困难仍积极处理。 • when / after / before 引导时间状语从句，描述检查、回复、安排配送等服务流程。 提升练习 1. ________ it is our fault, we will pay for your loss. A. Since B. Unless C. Although D. Before 2. Your battery will not last long ________ you do not charge it as required. A. if B. although C. because of D. until 3. 翻译：虽然天气很糟糕，他们仍同意发送包裹。 4. 改错：Although the product was late, but the customer accepted our apology. 5. We will arrange a new delivery ________ we check the order number. A. after B. unless C. though D. because of 6. 将句子补充完整：Please call us ________ you need another solution. 7. The worker apologized ________ the complaint was caused by a wrong address. A. because B. unless C. until D. so that 8. 用英语表达：在你回复客户之前，请先检查信息。 三、易错易混辨析：先辨析，再迁移 1. because / due to：because 后接从句；due to 后接名词或名词短语。 2. although / but：although 引导让步从句时，主句通常不再用 but。 3. if / unless：if 表示如果；unless 表示除非，相当于 if not。 4. apology / apologize：apology 是名词；apologize 是动词。 5. complaint / complain：complaint 是名词；complain 是动词。 四、主题提升：客户服务、投诉处理与职业沟通语篇拓展训练 （一）完形填空：The Returned Headphones Report Wang Jun worked at a customer service counter in an electronics store. One afternoon, a customer brought back a pair of headphones and said the left side did not work. The customer looked upset because the product was bought as a birthday gift. Wang did not argue with him. He first asked for the receipt and checked the 1) ________ on the box. Then he wrote the customer's words on a service form so the repair worker could understand the problem clearly. The receipt showed that the headphones were bought three days earlier. Wang tested them with another phone and found the same problem. He apologized to the customer and explained the store's return rule. The customer could choose a new pair or wait for a repair report. Wang used a polite 2) ________ because complaint handling needs both facts and respect. He also promised to keep the customer updated before 5 p.m. When the manager arrived, Wang showed the service form, the receipt and the test result. The manager agreed to replace the product. Wang checked the new headphones in front of the customer and asked him to listen for one minute. This small step made the solution more 3) ________. The customer accepted the new product and wrote that the service was patient and professional. After work, Wang completed a complaint handling report. It included the complaint reason, the checking process, the solution and the service feedback. He learned that a good report should not be a personal diary. It should record useful information in a clear order. Writing a report also helps the store find repeated problems and improve 4) ________. Wang felt tired but 5) ________. The case taught him that service is not only saying sorry. It means listening carefully, checking evidence, offering a fair 6) ________ and following up on time. The next day, he shared the case with new staff. He told them to confirm the product code, record the buying date and use simple language. These habits can reduce 7) ________ and build trust. When customers feel respected, even a complaint can become a chance to show 8) ________. Wang put the report into the 9) ________ and marked it as a useful example for training. The store later used it to improve the return desk 10) ________. 1. A. product code B. river bank C. music note D. lunch card 2. A. ticket B. tone C. basket D. cloud 3. A. confusing B. careless C. reliable D. cheap 4. A. weather B. noise C. color D. service 5. A. proud B. absent C. late D. cold 6. A. garden B. solution C. spoon D. storm 7. A. pillows B. candles C. misunderstandings D. jokes 8. A. professionalism B. silence C. sugar D. dust 9. A. mirror B. folder C. kitchen D. road 10. A. season B. mountain C. song D. process （二）阅读理解：Customer Complaint Handling Report Customer Complaint Handling Report Product: Blue Sound H8 headphones. Complaint reason: The customer reported that the left side did not work. The product was bought three days earlier and the receipt number was R3176. The customer wanted a quick answer because the headphones were a birthday gift. Checking process: The service worker checked the product code on the box and compared it with the receipt. Then he tested the headphones with two different phones. The same problem appeared both times, so the worker wrote the result on the service form. He apologized to the customer and explained the return rule in a polite tone. Solution: The manager agreed to replace the product with a new pair. Before giving it to the customer, the worker tested the new headphones in front of him. The customer listened for one minute and confirmed that both sides worked. Service feedback: The customer wrote, "The problem was unpleasant, but the worker listened carefully and solved it quickly." Follow-up suggestion: Staff should check product codes, buying dates and test results before making a promise. A clear service form can protect both the customer and the store. The report can also be used in staff training because it shows how facts, evidence and polite language work together. When a similar complaint appears later, new workers can follow the same clear process. 1. What product did the customer complain about? A. A pair of headphones. B. A red lantern. C. A lunch box. D. A mountain ticket. 2. What did the worker check on the box? A. A holiday date. B. A classroom number. C. A weather sign. D. The product code. 3. How many phones were used to test the product? A. Four. B. Two. C. Six. D. Eight. 4. What solution did the manager agree to offer? A. Canceling the receipt. B. Closing the store. C. Replacing the product. D. Moving the counter. 5. What can protect both the customer and the store? A. A clear service form. B. A music poster. C. A cooking card. D. A bus map. （三）书面表达 请撰写一份英文客户投诉处理报告，包含投诉原因、处理过程、解决方案和服务反馈。 要求：不少于80词，至少使用5个本单元重点词汇或短语，并尽量使用本单元语法点。 五、学习自检清单：完成后逐项核对 □ 我能默写本单元核心单词和短语，并能在句子中使用。 □ 我能说明状语从句的基本结构和易错点。 □ 我能完成本单元主题完形、阅读和写作训练。 □ 我能用本单元句型完成真实生活或职业情境表达。 □ 我已整理错题，并标出需要二次复习的内容。 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 $ 《英语 基础模块3》（高教版第三版）单元复习讲义 Unit 4 Customer Service 班级__________ 姓名__________ 成绩__________ 编写说明：本讲义围绕 Unit 4 的重点词汇、状语从句和客户服务、投诉处理与职业沟通主题语篇进行复习提升，采用“学习版—辨析版—训练版—自检版”的结构，适合课堂巩固、阶段复习和课后练习使用。 一、词汇积累：先识记，再对折自测 重点标记规则：红色答案为必须掌握项；教材语境用于回到句子中复现词义，避免只背孤立中文。 （一）重点单词 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 确保 make sure make sure 确保 Make sure the customer understands the solution. 2 承诺 promise promise 承诺 The company promises to solve the problem. 3 递送 deliver deliver 递送 We will deliver a new package tomorrow. 4 不便 inconvenience inconvenience 不便 We are sorry for the inconvenience. 5 安排 arrange arrange 安排 The worker arranged a new delivery. 6 道歉 apology apology 道歉 A sincere apology can calm the customer. 7 投诉 complaint complaint 投诉 The complaint was about a broken product. 8 检查 check check 检查 Please check the order number first. 9 由于 due to due to 由于 The delay was due to bad weather. 10 解决办法 solution solution 解决办法 A good solution should be clear and fair. 11 客户 customer customer 客户 Customers expect polite service. 12 损失 loss loss 损失 We will pay for your loss if it is our fault. （二）重点短语 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 确保 make sure make sure 确保 Make sure the product is delivered on time. 2 向……道歉 make an apology to make an apology to 向……道歉 We should make an apology to the customer. 3 由于 due to due to 由于 The problem happened due to a wrong address. 4 处理投诉 deal with complaints deal with complaints 处理投诉 Customer service workers deal with complaints every day. 5 为……负责 be responsible for be responsible for 为……负责 If it is our fault, we are responsible for the loss. 6 安排配送 arrange delivery arrange delivery 安排配送 We can arrange delivery for next Monday. 7 检查订单 check the order check the order 检查订单 Please check the order before calling back. 8 提供解决办法 offer a solution offer a solution 提供解决办法 Offer a solution instead of arguing. 二、语法闯关：状语从句的综合运用 学习版精讲 • 状语从句用来说明时间、原因、条件、让步、结果等，使客户服务表达更完整。 • because / since / as 引导原因状语从句，说明投诉原因或处理理由。 • if / unless 引导条件状语从句，表示在某种条件下采取解决方案。 • although / though / even though 引导让步状语从句，表达虽然有困难仍积极处理。 • when / after / before 引导时间状语从句，描述检查、回复、安排配送等服务流程。 提升练习 1. ________ it is our fault, we will pay for your loss. A. Since B. Unless C. Although D. Before 【答案】A 【解析】since 可引导原因状语从句，表示既然。 2. Your battery will not last long ________ you do not charge it as required. A. if B. although C. because of D. until 【答案】A 【解析】if 引导条件状语从句，表示如果不按要求充电。 3. 翻译：虽然天气很糟糕，他们仍同意发送包裹。 【答案】They agreed to send the package even though the weather was terrible. 【解析】even though 引导让步状语从句，主句说明仍然采取行动。 4. 改错：Although the product was late, but the customer accepted our apology. 【答案】去掉 but：Although the product was late, the customer accepted our apology. 【解析】although 不能与 but 同时连接同一主从复合句。 5. We will arrange a new delivery ________ we check the order number. A. after B. unless C. though D. because of 【答案】A 【解析】after 引导时间状语从句，说明先检查订单再安排配送。 6. 将句子补充完整：Please call us ________ you need another solution. 【答案】if 【解析】if 引导条件状语从句，表示如果需要其他解决办法。 7. The worker apologized ________ the complaint was caused by a wrong address. A. because B. unless C. until D. so that 【答案】A 【解析】because 后接原因状语从句。 8. 用英语表达：在你回复客户之前，请先检查信息。 【答案】Before you reply to the customer, please check the information first. 【解析】before 引导时间状语从句。 三、易错易混辨析：先辨析，再迁移 1. because / due to：because 后接从句；due to 后接名词或名词短语。 2. although / but：although 引导让步从句时，主句通常不再用 but。 3. if / unless：if 表示如果；unless 表示除非，相当于 if not。 4. apology / apologize：apology 是名词；apologize 是动词。 5. complaint / complain：complaint 是名词；complain 是动词。 四、主题提升：客户服务、投诉处理与职业沟通语篇拓展训练 （一）完形填空：The Returned Headphones Report Wang Jun worked at a customer service counter in an electronics store. One afternoon, a customer brought back a pair of headphones and said the left side did not work. The customer looked upset because the product was bought as a birthday gift. Wang did not argue with him. He first asked for the receipt and checked the 1) ________ on the box. Then he wrote the customer's words on a service form so the repair worker could understand the problem clearly. The receipt showed that the headphones were bought three days earlier. Wang tested them with another phone and found the same problem. He apologized to the customer and explained the store's return rule. The customer could choose a new pair or wait for a repair report. Wang used a polite 2) ________ because complaint handling needs both facts and respect. He also promised to keep the customer updated before 5 p.m. When the manager arrived, Wang showed the service form, the receipt and the test result. The manager agreed to replace the product. Wang checked the new headphones in front of the customer and asked him to listen for one minute. This small step made the solution more 3) ________. The customer accepted the new product and wrote that the service was patient and professional. After work, Wang completed a complaint handling report. It included the complaint reason, the checking process, the solution and the service feedback. He learned that a good report should not be a personal diary. It should record useful information in a clear order. Writing a report also helps the store find repeated problems and improve 4) ________. Wang felt tired but 5) ________. The case taught him that service is not only saying sorry. It means listening carefully, checking evidence, offering a fair 6) ________ and following up on time. The next day, he shared the case with new staff. He told them to confirm the product code, record the buying date and use simple language. These habits can reduce 7) ________ and build trust. When customers feel respected, even a complaint can become a chance to show 8) ________. Wang put the report into the 9) ________ and marked it as a useful example for training. The store later used it to improve the return desk 10) ________. 1. A. product code B. river bank C. music note D. lunch card 2. A. ticket B. tone C. basket D. cloud 3. A. confusing B. careless C. reliable D. cheap 4. A. weather B. noise C. color D. service 5. A. proud B. absent C. late D. cold 6. A. garden B. solution C. spoon D. storm 7. A. pillows B. candles C. misunderstandings D. jokes 8. A. professionalism B. silence C. sugar D. dust 9. A. mirror B. folder C. kitchen D. road 10. A. season B. mountain C. song D. process 【答案】1.A 2.B 3.C 4.D 5.A 6.B 7.C 8.A 9.B 10.D 【导语】本文以耳机退换投诉为情境，训练客户服务中事实核查、礼貌沟通和报告撰写。 【解析】 1. 售后核对 product code。 2. polite tone 表示礼貌语气。 3. 当面检查让方案更 reliable。 4. improve service 表示改进服务。 5. 得到好评后 proud。 6. fair solution 表示公平解决方案。 7. reduce misunderstandings 表示减少误解。 8. professionalism 表示职业素养。 9. 报告放进 folder。 10. return desk process 表示退换流程。 （二）阅读理解：Customer Complaint Handling Report Customer Complaint Handling Report Product: Blue Sound H8 headphones. Complaint reason: The customer reported that the left side did not work. The product was bought three days earlier and the receipt number was R3176. The customer wanted a quick answer because the headphones were a birthday gift. Checking process: The service worker checked the product code on the box and compared it with the receipt. Then he tested the headphones with two different phones. The same problem appeared both times, so the worker wrote the result on the service form. He apologized to the customer and explained the return rule in a polite tone. Solution: The manager agreed to replace the product with a new pair. Before giving it to the customer, the worker tested the new headphones in front of him. The customer listened for one minute and confirmed that both sides worked. Service feedback: The customer wrote, "The problem was unpleasant, but the worker listened carefully and solved it quickly." Follow-up suggestion: Staff should check product codes, buying dates and test results before making a promise. A clear service form can protect both the customer and the store. The report can also be used in staff training because it shows how facts, evidence and polite language work together. When a similar complaint appears later, new workers can follow the same clear process. 1. What product did the customer complain about? A. A pair of headphones. B. A red lantern. C. A lunch box. D. A mountain ticket. 2. What did the worker check on the box? A. A holiday date. B. A classroom number. C. A weather sign. D. The product code. 3. How many phones were used to test the product? A. Four. B. Two. C. Six. D. Eight. 4. What solution did the manager agree to offer? A. Canceling the receipt. B. Closing the store. C. Replacing the product. D. Moving the counter. 5. What can protect both the customer and the store? A. A clear service form. B. A music poster. C. A cooking card. D. A bus map. 【答案】1.A 2.D 3.B 4.C 5.A 【导语】阅读材料采用客户投诉处理报告，考查投诉原因、处理过程、解决方案和反馈。 【解析】 1. 报告对象是 headphones。 2. 工作人员核对 product code。 3. two different phones 表示两部手机。 4. 经理同意 replace the product。 5. 末句说明 clear service form 可保护双方。 （三）书面表达 请撰写一份英文客户投诉处理报告，包含投诉原因、处理过程、解决方案和服务反馈。 要求：不少于80词，至少使用5个本单元重点词汇或短语，并尽量使用本单元语法点。 【参考范文】Complaint Handling Report: A customer complained that the left side of his new headphones did not work. Although he was upset, I listened carefully and checked the receipt first. Then I confirmed the product code and tested the headphones with two phones. Because the problem appeared again, I made an apology to the customer and filled in a service form. The manager agreed to replace the product with a new pair. Before the customer left, we tested the new headphones together. The customer said the solution was quick and professional. This case reminds us to deal with complaints with facts, patience and respect. 【导语】投诉处理报告应直接写明投诉原因、处理过程、解决方案和服务反馈。 【解析】范文符合投诉报告体裁，使用 although 引导让步状语从句，并复用 complaint、product code、make an apology to 等表达。 五、学习自检清单：完成后逐项核对 □ 我能默写本单元核心单词和短语，并能在句子中使用。 □ 我能说明状语从句的基本结构和易错点。 □ 我能完成本单元主题完形、阅读和写作训练。 □ 我能用本单元句型完成真实生活或职业情境表达。 □ 我已整理错题，并标出需要二次复习的内容。 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 $