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** 本练习通过课前预习与课堂检测分层设计，构建词汇变形→语篇理解→情境写作的知识巩固路径，适配中职英语同步教学，提升语言应用与学习能力。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇变形（动词过去式/分词、名/形/副词转换等）|8道题聚焦单一词汇考点，夯实语言基础| |课堂检测|五选五阅读（客服情境语篇逻辑）、书面表达（酒店客服邮件撰写）|阅读题训练语篇衔接思维，写作题创设真实情境提升语言应用能力|

　　编写说明：基于中职学生英语知识不牢固、学习内驱力不够的学情特点，为提高学习效率，辅助教师抓好课前、课中、课后三个教学环节，本专辑依据最新《中等职业学校英语课程标准》，打造契合广西职教高考命题特色的【广西专用】《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练。 　　本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 2）的课前预习和课堂检测。 《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 → ____ 过去式/过去分词 2. ____ v. 道歉 → ____ n. 道歉 3. ____ n./v. 关心 → ____ adj. 粗心的 4. ____ adj. 正确的 → ____ adv. 错误地 5. ____ v. 减少 → ____ n. 减少 6. ____ adj. 负责的 → ____ n. 责任 7. ____ v. 失去 → ____ n. 损失 8. ____ adj. 可能的 → ____ adv. 可能地 【课堂检测】 一、五选五阅读 　　An online store received an email about a broken desk lamp. 1. ____ The service worker first read the order details and the photos carefully. 　　2. ____ She apologized for the trouble and promised to check the case that morning. The customer then explained when the parcel arrived. 3. ____ This detail showed that the damage probably happened during delivery. 　　The worker contacted the logistics station. 4. ____ The customer chose a replacement because the lamp was needed soon. The store sent a new lamp that afternoon and shared its tracking number. 　　The next day, the customer received the new lamp. It worked well. 5. ____ A clear apology, a fair solution and timely updates turned a complaint into a positive service experience. A. The outer box had a deep cut on one side. B. The worker replied within thirty minutes. C. The customer thanked the store for its quick action. D. It offered either a refund or a replacement. E. The customer wanted a safe and quick solution. 二、书面表达 假设你是一家酒店的客服人员。客人来信投诉房间连续两晚没有热水。请用英文写一封70—80词的回复邮件（称呼和落款不计入词数）。内容包括：①真诚道歉；②说明维修人员将在一小时内检查；③提供换房或房费九折两种方案；④承诺跟进。文中不得出现真实人名、学校名。 Dear Guest, _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Your sincerely, Customer Service 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：基于中职学生英语知识不牢固、学习内驱力不够的学情特点，为提高学习效率，辅助教师抓好课前、课中、课后三个教学环节，本专辑依据最新《中等职业学校英语课程标准》，打造契合广西职教高考命题特色的【广西专用】《英语 基础模块3》（高教版第三版）《一课一练》，专辑共40练。 　　本卷为《英语 基础模块3》（高教版第三版）Unit 4 Customer Service（Reading and Writing 2）的课前预习和课堂检测。 《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 → ____ 过去式/过去分词 2. ____ v. 道歉 → ____ n. 道歉 3. ____ n./v. 关心 → ____ adj. 粗心的 4. ____ adj. 正确的 → ____ adv. 错误地 5. ____ v. 减少 → ____ n. 减少 6. ____ adj. 负责的 → ____ n. 责任 7. ____ v. 失去 → ____ n. 损失 8. ____ adj. 可能的 → ____ adv. 可能地 【答案】1.deliver → delivered 2.apologize → apology 3.care → careless 4.correct → incorrectly 5.reduce → reduction 6.responsible → responsibility 7.lose → loss 8.possible → possibly 【课堂检测】 一、五选五阅读 　　An online store received an email about a broken desk lamp. 1. ____ The service worker first read the order details and the photos carefully. 　　2. ____ She apologized for the trouble and promised to check the case that morning. The customer then explained when the parcel arrived. 3. ____ This detail showed that the damage probably happened during delivery. 　　The worker contacted the logistics station. 4. ____ The customer chose a replacement because the lamp was needed soon. The store sent a new lamp that afternoon and shared its tracking number. 　　The next day, the customer received the new lamp. It worked well. 5. ____ A clear apology, a fair solution and timely updates turned a complaint into a positive service experience. A. The outer box had a deep cut on one side. B. The worker replied within thirty minutes. C. The customer thanked the store for its quick action. D. It offered either a refund or a replacement. E. The customer wanted a safe and quick solution. 【答案】1.E 2.B 3.A 4.D 5.C 【导语】本文是一篇客服处理记叙文，按时间顺序呈现网店处理破损台灯投诉的过程，主要考查主题衔接、时间推进、指代和上下文逻辑。 【详解】1. E承接投诉并引出顾客诉求； 2. B的worker与后句She指代一致； 3. A具体说明包裹外观，承接到货情况； 4. D中的It指物流站，并由后句The customer chose a replacement印证； 5. C承接新灯正常并引出积极评价。 二、书面表达 假设你是一家酒店的客服人员。客人来信投诉房间连续两晚没有热水。请用英文写一封70—80词的回复邮件（称呼和落款不计入词数）。内容包括：①真诚道歉；②说明维修人员将在一小时内检查；③提供换房或房费九折两种方案；④承诺跟进。文中不得出现真实人名、学校名。 Dear Guest, _____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Your sincerely, Customer Service 【参考范文】Dear Guest, We sincerely apologize for the inconvenience caused by the lack of hot water for two nights. A repair worker will check the water system within one hour. While the problem is being fixed, you may move to another room or receive a ten-percent reduction in the room charge. Please tell us which solution you prefer. We will follow the case until everything is settled. Thank you for your patience and understanding. Yours sincerely, Customer Service 【词汇积累】sincerely真诚地；inconvenience不便；reduction减免；settle解决；patience耐心。 【句式拓展】While the problem is being fixed, you may move to another room.中while引导时间状语从句；which solution you prefer作tell的宾语。 【点睛】范文正文78词，要点完整；先道歉，再给出时限与两种方案，最后承诺跟进，符合投诉回复邮件“致歉—处理—补偿—承诺”的逻辑。 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 $