第6卷 任务混合训练（三）：客户服务与投诉处理-【2027年新考纲】江苏省（职教高考）《英语45分钟训练卷》（原卷版+解析版）

**基本信息** 围绕“客户服务与投诉处理”任务链，整合补全对话、阅读、写作题型，构建“互动-分析-应用”的语言能力训练逻辑，提升职场情境中的沟通与问题解决能力。 **专项设计** |模块|题量/典例|题型特征|知识逻辑| |----|-----------|----------|----------| |补全对话|5小题（客服对话）|七选五情境对话，考查道歉、询问订单等核心用语|从客服基本互动切入，建立职场沟通语言框架| |阅读理解|10小题（2篇投诉处理案例）|细节理解与主旨归纳，涵盖酒店、电商投诉场景|通过案例分析深化投诉处理逻辑，培养问题分析能力| |书面表达|1题（投诉回复邮件）|应用文写作，要求礼貌真诚，包含道歉、核实等要素|从语言输入到输出，形成“理解-应用”闭环，提升书面沟通素养|

编写说明：本卷依据《江苏省中职职教高考公共基础知识（英语）考试大纲》（自2027年开始实施）和编写规划第六卷设计。本卷围绕“客户服务与投诉处理”任务链，组合补全对话、阅读理解和书面表达三类题型，重点训练接待咨询、解释说明、协商处理、反馈改进和书面沟通能力。全卷满分100分，适用于45分钟限时训练。 【2027年新考纲】江苏省（职教高考）《英语45分钟训练卷》 第6卷 任务混合训练（三）：客户服务与投诉处理 考试时间：45分钟 满分：100分 班级______姓名______学号______成绩______ 一、补全对话（共5小题；每小题4分，满分20分） 请先阅读方框中的A—G选项，再根据对话内容，从方框中选出能填入空白处的最佳选项。选项中有两项为多余选项。 A. I am sorry for the trouble it has caused. B. May I know your order number? C. We can send you a new one or give you a refund. D. I bought it from another shop yesterday. E. Could you please describe the problem clearly? F. Thank you for your patience and understanding. G. I will never buy anything online again. Clerk: Good morning. Customer Service Center. How may I help you? Customer: I received a desk lamp this morning, but it does not work. Clerk: ___1___ Customer: The switch is loose, and the light cannot be turned on. Clerk: ___2___ We will check the order information first. Customer: Sure. It is No. 726581. Clerk: Thank you. I can see that you bought it from our online store last Friday. ___3___ Customer: I need a new one because I have to use it in my study room. Clerk: No problem. We will send a new lamp today and collect the broken one tomorrow. Customer: That sounds good. Clerk: ___4___ Customer: It is all right. I hope the new one works well. Clerk: It will be tested before delivery. ___5___ 二、阅读理解（共10小题；每小题4分，满分40分） 阅读下列两篇材料，从题后所给的A、B、C、D四个选项中选出最佳答案。 A Blue River Hotel opened a new customer service desk this spring. The desk was designed for guests who needed quick help with room service, travel information and small complaints. At first, the hotel thought the desk would simply answer questions. After one month, however, the manager found that it also helped the hotel understand what guests really cared about. Every complaint was written down on a service card. The card included the guest’s room number, the problem, the time, the staff member who received it and the final solution. If a guest said the room was noisy, the staff first listened carefully and then checked whether another room was available. If the problem could not be solved at once, the staff explained the reason and gave a clear time for the next reply. One evening, a guest complained that his online meeting was interrupted because the Internet was slow. The receptionist did not say, “It is not my fault.” Instead, she apologized, called the technical worker and offered the guest a quiet meeting room with a stronger network. The guest later wrote that the problem was unpleasant, but the way it was handled made him feel respected. At the weekly meeting, the manager asked workers to read several service cards together. They noticed that many problems were not caused by one careless person, but by unclear signs, slow communication or old equipment. The hotel then changed the signs near the lift, added one more worker at busy times and tested the network every morning. The manager reminded the team that a complaint was not only criticism. It was also a chance to find weak points and improve service before more guests were influenced. 6. What was the new service desk first expected to do? A. Train technical workers. B. Answer guests’ questions quickly. C. Sell travel tickets online. D. Choose hotel managers. 7. What information was included on each service card? A. The guest’s favorite food only. B. The price of every hotel room. C. The problem and final solution. D. The history of the hotel. 8. What did the receptionist do for the guest with Internet trouble? A. Asked him to stop the meeting. B. Told him the problem was his fault. C. Gave him a free dinner at once. D. Offered a quiet meeting room with a better network. 9. Why did workers read service cards at the weekly meeting? A. To find weak points and improve service. B. To copy guests’ personal information. C. To decide which guest should leave. D. To make the meeting longer. 10. What is the best title for the passage? A. How to Build a New Hotel B. Complaints Can Help Service Grow C. Why Guests Like Online Meetings D. A Guide to Buying Old Equipment B In a training center for e-commerce service, students often practise how to reply to complaints. Their teacher, Ms. Zhao, believes that a good reply should be polite, clear and useful. “A customer may be angry when he writes the message,” she says. “If your words are cold or careless, the problem may become bigger.” During one class, students received a practice case. A customer ordered a schoolbag for her son, but the zipper broke after three days. She wrote, “I am very disappointed. I need a schoolbag that can be used every day, not a toy.” Some students wanted to answer, “You used it in the wrong way.” Ms. Zhao stopped them. She asked them to read the message again and find the customer’s real need. Finally, they agreed that the customer wanted respect, an explanation and a practical solution. The class then wrote a reply together. First, they thanked the customer for reporting the problem and apologized for the bad experience. Next, they asked for a photo of the broken zipper and the order number so that the shop could check the product batch. Then they offered two choices: changing the schoolbag for free or returning the money. They also promised to ask the factory to check the zipper quality. Ms. Zhao said that service language was not about saying beautiful words. It was about solving problems in a way that protected both the customer’s feelings and the company’s rules. She also reminded students to avoid making promises they could not keep. If delivery needed three days, they should not promise “tomorrow”. If the cause was still unknown, they should not blame the customer or the factory too early. Honest communication could reduce anger and build trust. 11. What does Ms. Zhao think a good reply should be? A. Long, funny and personal. B. Polite, clear and useful. C. Short, cold and strict. D. Secret, quick and expensive. 12. What problem did the customer have with the schoolbag? A. Its color was wrong. B. It arrived too late. C. Its zipper broke after three days. D. It was sent to another city. 13. What real need did the class find in the complaint? A. A chance to teach other customers. B. More advertisements from the shop. C. A new toy for the customer’s son. D. Respect, an explanation and a practical solution. 14. Why did the students ask for a photo and the order number? A. To check the product batch. B. To decorate the classroom wall. C. To refuse the complaint directly. D. To sell another schoolbag. 15. What should service workers avoid according to the passage? A. Keeping promises carefully. B. Asking for useful information. C. Giving choices to the customer. D. Making promises they cannot keep. 三、书面表达（共1题；满分40分） 16. 假如你是某职业学校电子商务专业学生李华，正在一家网店客服部实习。近日，一位顾客投诉购买的保温杯有划痕，并对处理速度不满意。请你根据以下内容，用英语写一封回复邮件。 内容包括： (1) 表达歉意并感谢顾客反馈； (2) 说明需要核实订单和商品情况； (3) 提出可行解决办法，如换货或退款； (4) 表达改进服务和继续沟通的态度。 写作要求： (1) 词数不少于80，开头和结尾已给出，不计入总词数； (2) 语句通顺，意思连贯，可适当发挥； (3) 文中不得出现真实姓名、校名和地名； (4) 邮件语气应礼貌、真诚，符合客户服务场景。 提示词：scratch 划痕；check 核实；replace 更换；refund 退款 Dear Customer, ________________________________________________________________________ ________________________________________________________________________ Yours sincerely, Li Hua 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：本卷依据《江苏省中职职教高考公共基础知识（英语）考试大纲》（自2027年开始实施）和编写规划第六卷设计。本卷围绕“客户服务与投诉处理”任务链，组合补全对话、阅读理解和书面表达三类题型，重点训练接待咨询、解释说明、协商处理、反馈改进和书面沟通能力。全卷满分100分，适用于45分钟限时训练。 【2027年新考纲】江苏省（职教高考）《英语45分钟训练卷》 第6卷 任务混合训练（三）：客户服务与投诉处理 考试时间：45分钟 满分：100分 班级______姓名______学号______成绩______ 一、补全对话（共5小题；每小题4分，满分20分） 请先阅读方框中的A—G选项，再根据对话内容，从方框中选出能填入空白处的最佳选项。选项中有两项为多余选项。 A. I am sorry for the trouble it has caused. B. May I know your order number? C. We can send you a new one or give you a refund. D. I bought it from another shop yesterday. E. Could you please describe the problem clearly? F. Thank you for your patience and understanding. G. I will never buy anything online again. Clerk: Good morning. Customer Service Center. How may I help you? Customer: I received a desk lamp this morning, but it does not work. Clerk: ___1___ Customer: The switch is loose, and the light cannot be turned on. Clerk: ___2___ We will check the order information first. Customer: Sure. It is No. 726581. Clerk: Thank you. I can see that you bought it from our online store last Friday. ___3___ Customer: I need a new one because I have to use it in my study room. Clerk: No problem. We will send a new lamp today and collect the broken one tomorrow. Customer: That sounds good. Clerk: ___4___ Customer: It is all right. I hope the new one works well. Clerk: It will be tested before delivery. ___5___ 【答案】1. E 2. B 3. C 4. A 5. F 【导语】本段对话围绕顾客投诉台灯损坏展开，考查学生在客户服务中询问信息、表达歉意、提出解决方案和礼貌结束对话的能力。 【详解】 1. 下文顾客具体说明开关松动、灯打不开，因此此处应请顾客清楚描述问题，故选E。 2. 下文顾客提供订单号“No. 726581”，说明此处客服询问订单号，故选B。 3. 下文顾客说需要新的台灯，说明客服提供了换新或退款两种解决方案，故选C。 4. 顾客接受方案后，客服应为造成的不便道歉，符合服务场景表达，故选A。 5. 对话结尾客服应感谢顾客的耐心和理解，语气礼貌得体，故选F。 二、阅读理解（共10小题；每小题4分，满分40分） 阅读下列两篇材料，从题后所给的A、B、C、D四个选项中选出最佳答案。 A Blue River Hotel opened a new customer service desk this spring. The desk was designed for guests who needed quick help with room service, travel information and small complaints. At first, the hotel thought the desk would simply answer questions. After one month, however, the manager found that it also helped the hotel understand what guests really cared about. Every complaint was written down on a service card. The card included the guest’s room number, the problem, the time, the staff member who received it and the final solution. If a guest said the room was noisy, the staff first listened carefully and then checked whether another room was available. If the problem could not be solved at once, the staff explained the reason and gave a clear time for the next reply. One evening, a guest complained that his online meeting was interrupted because the Internet was slow. The receptionist did not say, “It is not my fault.” Instead, she apologized, called the technical worker and offered the guest a quiet meeting room with a stronger network. The guest later wrote that the problem was unpleasant, but the way it was handled made him feel respected. At the weekly meeting, the manager asked workers to read several service cards together. They noticed that many problems were not caused by one careless person, but by unclear signs, slow communication or old equipment. The hotel then changed the signs near the lift, added one more worker at busy times and tested the network every morning. The manager reminded the team that a complaint was not only criticism. It was also a chance to find weak points and improve service before more guests were influenced. 6. What was the new service desk first expected to do? A. Train technical workers. B. Answer guests’ questions quickly. C. Sell travel tickets online. D. Choose hotel managers. 7. What information was included on each service card? A. The guest’s favorite food only. B. The price of every hotel room. C. The problem and final solution. D. The history of the hotel. 8. What did the receptionist do for the guest with Internet trouble? A. Asked him to stop the meeting. B. Told him the problem was his fault. C. Gave him a free dinner at once. D. Offered a quiet meeting room with a better network. 9. Why did workers read service cards at the weekly meeting? A. To find weak points and improve service. B. To copy guests’ personal information. C. To decide which guest should leave. D. To make the meeting longer. 10. What is the best title for the passage? A. How to Build a New Hotel B. Complaints Can Help Service Grow C. Why Guests Like Online Meetings D. A Guide to Buying Old Equipment 【答案】6. B 7. C 8. D 9. A 10. B 【导语】本文介绍蓝河酒店通过客户服务台记录并处理投诉，将顾客反馈转化为改进服务的依据，体现“倾听—处理—反馈—改进”的服务流程。 【详解】 6. 根据第一段“The desk was designed for guests who needed quick help...”可知，服务台最初用于快速帮助客人、回答问题，故选B。 7. 第二段说明服务卡记录房号、问题、时间、接待人员和最终解决办法，C项概括准确，故选C。 8. 第三段提到接待员道歉、联系技术人员，并提供网络更强的安静会议室，故选D。 9. 最后一段说明员工阅读服务卡是为了发现标识、沟通和设备等薄弱环节，从而改进服务，故选A。 10. 全文核心是投诉能帮助酒店发现问题、提升服务，B项最能概括主旨，故选B。 B In a training center for e-commerce service, students often practise how to reply to complaints. Their teacher, Ms. Zhao, believes that a good reply should be polite, clear and useful. “A customer may be angry when he writes the message,” she says. “If your words are cold or careless, the problem may become bigger.” During one class, students received a practice case. A customer ordered a schoolbag for her son, but the zipper broke after three days. She wrote, “I am very disappointed. I need a schoolbag that can be used every day, not a toy.” Some students wanted to answer, “You used it in the wrong way.” Ms. Zhao stopped them. She asked them to read the message again and find the customer’s real need. Finally, they agreed that the customer wanted respect, an explanation and a practical solution. The class then wrote a reply together. First, they thanked the customer for reporting the problem and apologized for the bad experience. Next, they asked for a photo of the broken zipper and the order number so that the shop could check the product batch. Then they offered two choices: changing the schoolbag for free or returning the money. They also promised to ask the factory to check the zipper quality. Ms. Zhao said that service language was not about saying beautiful words. It was about solving problems in a way that protected both the customer’s feelings and the company’s rules. She also reminded students to avoid making promises they could not keep. If delivery needed three days, they should not promise “tomorrow”. If the cause was still unknown, they should not blame the customer or the factory too early. Honest communication could reduce anger and build trust. 11. What does Ms. Zhao think a good reply should be? A. Long, funny and personal. B. Polite, clear and useful. C. Short, cold and strict. D. Secret, quick and expensive. 12. What problem did the customer have with the schoolbag? A. Its color was wrong. B. It arrived too late. C. Its zipper broke after three days. D. It was sent to another city. 13. What real need did the class find in the complaint? A. A chance to teach other customers. B. More advertisements from the shop. C. A new toy for the customer’s son. D. Respect, an explanation and a practical solution. 14. Why did the students ask for a photo and the order number? A. To check the product batch. B. To decorate the classroom wall. C. To refuse the complaint directly. D. To sell another schoolbag. 15. What should service workers avoid according to the passage? A. Keeping promises carefully. B. Asking for useful information. C. Giving choices to the customer. D. Making promises they cannot keep. 【答案】11. B 12. C 13. D 14. A 15. D 【导语】本文以电商客服训练课为背景，说明处理投诉回复时应尊重顾客、明确问题、提供可行方案，并避免不真实承诺。 【详解】 11. 根据第一段“a good reply should be polite, clear and useful”可知，好的回复应礼貌、清楚、有用，故选B。 12. 第二段说明顾客购买的书包拉链三天后坏了，C项与原文一致，故选C。 13. 第二段末尾指出顾客真正需要的是尊重、解释和实际解决方案，故选D。 14. 第三段说明索要照片和订单号是为了检查产品批次，定位问题来源，故选A。 15. 最后一段提醒学生不要做无法兑现的承诺，如不能保证明天送达就不要这样承诺，故选D。 三、书面表达（共1题；满分40分） 16. 假如你是某职业学校电子商务专业学生李华，正在一家网店客服部实习。近日，一位顾客投诉购买的保温杯有划痕，并对处理速度不满意。请你根据以下内容，用英语写一封回复邮件。 内容包括： (1) 表达歉意并感谢顾客反馈； (2) 说明需要核实订单和商品情况； (3) 提出可行解决办法，如换货或退款； (4) 表达改进服务和继续沟通的态度。 写作要求： (1) 词数不少于80，开头和结尾已给出，不计入总词数； (2) 语句通顺，意思连贯，可适当发挥； (3) 文中不得出现真实姓名、校名和地名； (4) 邮件语气应礼貌、真诚，符合客户服务场景。 提示词：scratch 划痕；check 核实；replace 更换；refund 退款 Dear Customer, ________________________________________________________________________ ________________________________________________________________________ Yours sincerely, Li Hua 【答案】 Dear Customer, Thank you for telling us about the problem with the cup. We are very sorry that there are scratches on it and that our reply did not come as quickly as you expected. We understand how disappointing this experience must be. To solve the problem, could you please send us your order number and a clear photo of the cup? We will check the product and the delivery record as soon as possible. If the problem is confirmed, we can replace the cup for free or give you a refund. You may choose the way that is more convenient for you. We will also improve our checking process before delivery. Thank you again for your patience and feedback. Yours sincerely, Li Hua 【导语】本题要求写一封客户投诉回复邮件，属于应用文。写作对象是顾客，人称以第一人称和第二人称为主；时态以一般现在时和一般将来时为主。邮件需围绕道歉、核实、解决方案和改进态度展开，语气要礼貌、真诚、可操作。 【详解】 第一段：感谢顾客反馈，并就商品划痕和回复不及时表达歉意，先安抚顾客情绪。 第二段：提出核实订单号和商品照片，说明处理流程，并给出换货或退款两种解决办法。 第三段：说明后续会改进发货前检查流程，并再次感谢顾客的耐心和反馈。 写作时注意客户服务邮件的礼貌表达，如“We are sorry...”“could you please...”“as soon as possible”等。 【点睛】范文结构清晰，先道歉安抚，再核实问题并提出解决方案，最后承诺改进；语言符合客户服务场景，礼貌且具体。 【高分句型】 1. We are very sorry that there are scratches on it and that our reply did not come as quickly as you expected. 该句使用两个that引导的宾语从句，完整说明歉意原因。 2. If the problem is confirmed, we can replace the cup for free or give you a refund. 该句使用If引导条件状语从句，表达处理方案自然清楚。 3. You may choose the way that is more convenient for you. 该句使用that引导定语从句，体现以顾客为中心的服务态度。 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 $