Unit 4 Customer Service（期中复习课件）-2026-2027学年高二上学期《英语 基础模块3》（高教版第三版）

Unit 4 Customer Service 期中复习课件 高教版第三版《英语 基础模块3》 VOCABULARY GRAMMAR READING · WRITING 目录 02 01 词汇积累·对折自测 02 句型夯实·语法梳理 03 单元主题·提升训练 Part 1 词汇积累·对折自测 重点单词 1—5 04 1. 电池 battery There is something wrong with the mobile phone battery. 2. inconvenience 不便；麻烦 We are sorry for any inconvenience caused. 3. 抱怨；投诉 complaint Excuse me, I would like to make a complaint. 4. charge 充电 Even if I charge it for a whole night, it still doesn’t work. 5. 收据 receipt Would you please show me your receipt so that we can check whether it is still under guarantee? 重点单词 6—10 05 6. guarantee 保修（期）；保证 Would you please show me your receipt so that we can check whether it is still under guarantee? 7. 检查；核对 check Would you please show me your receipt so that we can check whether it is still under guarantee? 8. patience 耐心 Thanks for your patience. 9. 调换 exchange But we’ve exchanged a new sports watch for you. 10. apology 道歉 I’d like to express our sincere apology for the inconvenience due to our carelessness. 重点单词 11—15 06 11. 退还；退款；偿还 refund Sorry, we can’t refund it. 12. blank 空白的 It always has a blank screen. 13. 递送；运载 deliver I have a request that you deliver my order as soon as possible. 14. delivery 递送；运载 We’ll arrange a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. 15. 延迟；推迟；延期 delay Even if you can send us the right leaflets tomorrow, the delay will cause a big loss. 重点单词 16—20 07 16. sheet 单子 The staff member in charge of the delivery put the wrong address sheet on the package and thus caused the problem. 17. 小册子；单张广告 leaflet I hope you will send the right leaflets tomorrow. 18. sincere 真诚的 I’d like to express our sincere apology for the inconvenience due to our carelessness. 19. 解决方法 solution Since we have been partners for so long, we’ll try our best to work out a better solution for you. 20. arrange 安排 We’ll arrange a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. 重点单词 21—25 08 21. 提及；提到 mention As you mentioned in your letter, delayed delivery will cause loss to your business. 22. request 要求 Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. 23. 减少；降低 reduce Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. 24. sincerity 真诚 To express our sincerity, we promise to give you a 5% discount on all the leaflets we may make for you in the future. 25. 许诺；承诺 promise To express our sincerity, we promise to give you a 5% discount on all the leaflets we may make for you in the future. 重点单词 26—30 09 26. customer 顾客 Customer service is an attitude—not a department. 27. 服务 service Customer service is an attitude—not a department. 28. complain 抱怨；投诉 I’m calling to complain about the terrible service you provided at the restaurant. 29. 修理 repair I’d like to have my mobile phone repaired. 30. screen 屏幕 It always has a blank screen. 重点单词 31—35 10 31. 问题 problem It seems to have a problem now. 32. size 尺寸；大小 It is the wrong size. 33. 水 water There is no hot water again. 34. salty 咸的 The dish is too salty. 35. 餐馆 restaurant I’m calling to complain about the terrible service you provided at the restaurant. 重点单词 36—40 11 36. company 公司 Thank you for your trust in our company. 37. 工作人员 staff The staff member in charge of the delivery put the wrong address sheet on the package and thus caused the problem. 38. address 地址 The staff member in charge of the delivery put the wrong address sheet on the package and thus caused the problem. 39. 包裹 package As for the wrong leaflets, our delivery man will get the package back from your company when he makes the delivery tomorrow. 40. loss 损失 Even if you can send us the right leaflets tomorrow, the delay will cause a big loss. 重点单词 41—45 12 41. 价格 price Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. 42. discount 折扣 To express our sincerity, we promise to give you a 5% discount on all the leaflets we may make for you in the future. 43. 订单；订购 order I have a request that you deliver my order as soon as possible. 44. goods 货物；商品 I take charge of sending the goods to the right address. 45. 损害；损坏 damage 重点单词 46—50 13 46. responsible 负责的 So we are responsible for it. 47. 过错 fault Since it is our fault, we will pay for all your loss. 48. trust 信任 Thank you for your trust in our company. 49. 生意；业务 business As you mentioned in your letter, delayed delivery will cause loss to your business. 50. partner 伙伴；合作方 Since we have been partners for so long, we’ll try our best to work out a better solution for you. Part 1 重点短语 重点短语 1—5 15 1. 运动手表 sports watch I’d like to have this sports watch refunded. 2. due to 由于；因为 I’d like to express our sincere apology for the inconvenience due to our carelessness. 3. 负责…… in charge of The staff member in charge of the delivery put the wrong address sheet on the package and thus caused the problem. 4. make sure 确保；确定 We’ll arrange a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. 5. 给……造成损失 cause loss to As you mentioned in your letter, delayed delivery will cause loss to your business. 重点短语 6—10 16 6. make a complaint 提出投诉 Excuse me, I would like to make a complaint. 7. 投诉…… complain about I’m calling to complain about the terrible service you provided at the restaurant. 8. have sth. repaired 请人修理某物 I’d like to have my mobile phone repaired. 9. 办理某物退款 have sth. refunded I’d like to have this sports watch refunded. 10. be under guarantee 在保修期内 Would you please show me your receipt so that we can check whether it is still under guarantee? 重点短语 11—15 17 11. 让某物接受检查 get sth. checked We’ll get your sports watch checked immediately. 12. exchange sth. for sb. 为某人调换某物 But we’ve exchanged a new sports watch for you. 13. 想出解决办法 work out a solution Since we have been partners for so long, we’ll try our best to work out a better solution for you. 14. try one’s best to 尽某人最大努力 Since we have been partners for so long, we’ll try our best to work out a better solution for you. 15. 尽快 as quickly as possible We’ll arrange a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. 重点短语 16—20 18 16. as for 至于 As for the wrong leaflets, our delivery man will get the package back from your company when he makes the delivery tomorrow. 17. 弥补…… make up for I hope you can reduce the price a bit to make up for the loss. 18. give sb. a discount 给某人折扣 To express our sincerity, we promise to give you a 5% discount on all the leaflets we may make for you in the future. 19. 准时 on time I make sure every delivery is on time. 20. take charge of 负责 I take charge of sending the goods to the right address. 重点短语 21—25 19 21. 即使；尽管 even if Even if I charge it for a whole night, it still doesn’t work. 22. even though 即使；尽管 Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. 23. 以便 so that Why don’t you start early so that you don’t have to hurry? 24. in order that 为了 I ordered ten boxes of moon cakes in order that everybody in the class could have one. 25. 对……负责 be responsible for So we are responsible for it. 重点短语 26—27 20 26. pay for 为……付款；赔偿 Since it is our fault, we will pay for all your loss. 27. 期待…… look forward to Part 2 句型夯实·语法梳理 1. 投诉的常用表达 22 I’d like to have ... repaired / exchanged / refunded. 我想请人修理／调换……或办理……退款。 Excuse me, I would like to make a complaint. 打扰一下，我想投诉。 I’m calling to complain about ... 我打电话是要投诉…… There is something wrong with ... ……出了问题。 教材原句：I’d like to have this sports watch refunded. 教材原句：I’m calling to complain about the terrible service you provided at the restaurant. 2. 说明商品或服务问题 23 It always has a blank screen. 它总是黑屏。 It is the wrong size. 它的尺寸不对。 The dish is too salty. 这道菜太咸了。 There is no hot water again. 又没有热水了。 Even if I charge it for a whole night, it still doesn’t work. 即使充一整晚电，它仍不能工作。 教材原句：There is something wrong with the mobile phone battery. 3. 回应投诉与表达歉意 24 We are sorry for any inconvenience caused. 对于造成的任何不便，我们深表歉意。 I’m so sorry for the inconvenience caused. 对于造成的不便，我非常抱歉。 I’d like to express our sincere apology for ... 我想就……表达我们真诚的歉意。 Thank you for your patience. 感谢您的耐心等待。 Sorry, we can’t refund it. 抱歉，我们不能为它退款。 教材原句：I’d like to express our sincere apology for the inconvenience due to our carelessness. 4. 维修、调换与退款 26 have / get + 宾语 + 过去分词 表示“使某事被做；请人做某事”。 I’d like to have my mobile phone repaired. 我想请人修理我的手机。 We’ll get your sports watch checked immediately. 我们会立即让人检查您的运动手表。 have sth. refunded 办理某物退款 exchange sth. for sb. 为某人调换某物 refund + 商品／金额 退还商品款项 教材原句：But we’ve exchanged a new sports watch for you. 5. 投诉处理流程与解决方案 28 show the receipt / be under guarantee 出示收据／在保修期内 arrange a second delivery 安排第二次配送 make sure ... 确保…… work out a better solution 想出更好的解决方案 as for ... 至于…… give sb. a discount / make up for the loss 给某人折扣／弥补损失 教材原句：We’ll arrange a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. 6. 让步状语从句 29 even if / even though 意为“即使；尽管”，引导让步状语从句。 主句说明结果，从句说明不能改变该结果的条件或事实。 Even if I charge it for a whole night, it still doesn’t work. 即使充一整晚电，它仍不能工作。 Even though you didn’t express such a request, we will reduce the price. 尽管您没有提出这样的要求，我们仍会降价。 even though 后通常接事实；even if 可强调假设，实际使用中二者有时可互换。 教材原句：Even if you can send us the right leaflets tomorrow, the delay will cause a big loss. 教材原句：They agreed to send me the package even though the weather was terrible. 7. 原因状语从句与原因表达 30 since + 从句 表示“既然；由于”，说明双方已知或明显的原因。 because + 从句；due to + 名词／名词短语。 Since it is our fault, we will pay for all your loss. 既然是我们的过错，我们会赔偿您的全部损失。 Since we have been partners for so long, we’ll try our best to work out a better solution. 由于长期合作，我们会尽力提出更好的方案。 注意：because 后接完整从句；due to 后接名词性成分。 教材原句：I’d like to express our sincere apology for the inconvenience due to our carelessness. 8. 目的状语从句 31 so that / in order that 意为“以便；为了”，引导目的状语从句。 从句中常使用 can、could、will、would 等情态动词。 Why don’t you start early so that you don’t have to hurry? 为什么不早点出发，以免匆忙？ I ordered ten boxes of moon cakes in order that everybody in the class could have one. 我订了十盒月饼，以便全班每个人都能分到一盒。 教材原句：Would you please show me your receipt so that we can check whether it is still under guarantee? 教材原句：I ordered ten boxes of moon cakes in order that everybody in the class could have one. 9. 投诉回复邮件结构 32 称呼顶格；正文依次写“确认问题—真诚道歉—说明原因—提出方案—再次致歉”；结束语和署名右对齐。 常用句式：Thank you for ... / We sincerely apologize for ... / We’ll arrange ... / We hope ... 易错提醒：even if / even though 不与 but 连用；because 不与 so 连用；邮件不写标题，正文首行缩进，落款右对齐。 即时训练（建议用时：10分钟） 33 ____ the weather was terrible, the company delivered the package on time. A. Because B. So that C. Even though D. Since 【答案】C 【解析】前后存在让步关系，even though 意为“尽管”，选 C。 We’ll arrange a second delivery ____ you can receive the right goods tomorrow. A. so that B. even if C. since D. due to 【答案】A 【解析】后句说明安排第二次配送的目的，so that 引导目的状语从句，选 A。 即时训练（建议用时：10分钟） 34 The service center will get your phone ____ immediately. A. repair B. repairing C. to repair D. repaired 【答案】D 【解析】get + 宾语 + 过去分词表示“使某事被做”，phone 与 repair 为被动关系，选 D。 Since it is our fault, we ____ all your loss. A. look for B. will pay for C. hear from D. wait for 【答案】B 【解析】pay for all your loss 表示“赔偿您的全部损失”，符合语境，选 B。 即时训练（建议用时：10分钟） 35 I’d like to have this sports watch ____. A. refund B. refunding C. refunded D. to refund 二、用所给词的适当形式填空 【答案】C 【解析】have + 宾语 + 过去分词表示“办理某物退款”，选 C。 Even though she ______ (not express) such a request, we offered a discount. 【答案】didn’t express 【解析】even though 引导的从句描述过去事实，填 didn’t express。 即时训练（建议用时：10分钟） 36 We will ______ (arrange) a second delivery this afternoon. 【答案】arrange 【解析】will 后接动词原形，填 arrange。 We ______ (sincere) apologize for the inconvenience caused. 【答案】sincerely 【解析】修饰动词 apologize 需用副词 sincerely。 即时训练（建议用时：10分钟） 37 The price was ______ (reduce) by 15%. 【答案】reduced 【解析】price 与 reduce 构成被动关系，was 后接过去分词 reduced。 The company promised ______ (deliver) the goods on time. 【答案】to deliver 【解析】promise to do sth. 表示“承诺做某事”，填 to deliver。 Part 3 单元主题·提升训练 阅读理解：Customer Service Language（1—2） 39 语篇 In customer service, the words are important, but the tone is important too. Tone is the feeling behind a message. The same answer can sound helpful, cold, or even rude, depending on the words and the way they are written or spoken. A good service worker first shows that the customer has been heard. Instead of saying, ‘That is not our problem,’ the worker can say, ‘I understand why this is frustrating. Let me check it for you.’ The second sentence does not promise an impossible result, but it shows care and a wish to help. Clear and positive words also make a difference. ‘We What does the word ‘tone’ refer to in the passage? A. The price of a product. B. The length of a message. C. The feeling behind a message. D. The place where a service is given. Which sentence shows care for a customer? A. ‘I understand why this is frustrating. Let me check it for you.’ B. ‘That is not our problem.’ C. ‘Your case will be processed.’ D. ‘You must follow the rule.’ 阅读理解：Customer Service Language（3—4） 40 语篇 can send a new one tomorrow’ is easier to understand than ‘Your case will be processed.’ Short sentences are usually better when a customer is worried. If a delay is necessary, the worker should explain the reason and give a new time. This helps the customer know what to expect. Good tone does not mean saying yes to every request. A company may still need to refuse a refund or follow a rule. It can do so politely, explain the reason, and offer another solution, such as a repair or an exchange. This shows respect even when the answer is not the one the customer Why are short sentences usually better when a customer is worried? A. They sound more formal. B. They hide the reason for a delay. C. They make a refund automatic. D. They are easier to understand. What should a worker do when a request must be refused? A. End the conversation quickly. B. Explain the reason politely and offer another solution. C. Blame the customer for the problem. D. Promise a result that cannot be given. 阅读理解：Customer Service Language（5） 41 语篇 hoped for. Therefore, customer service language should be warm, clear, and honest. A careful tone can calm an unhappy customer, build trust, and help both sides find a fair solution. What is the main idea of the passage? A. Every customer request should be accepted. B. A long message is always more polite. C. Careful tone and clear words improve customer service. D. Companies should avoid speaking about rules. 阅读理解答案与解析 1—2 42 What does the word ‘tone’ refer to in the passage? A. The price of a product. B. The length of a message. C. The feeling behind a message. D. The place where a service is given. 【答案】C 【解析】词义理解题。第一段说明 tone 是 message 背后的 feeling，因此选 C。 Which sentence shows care for a customer? A. ‘I understand why this is frustrating. Let me check it for you.’ B. ‘That is not our problem.’ C. ‘Your case will be processed.’ D. ‘You must follow the rule.’ 【答案】A 【解析】细节理解题。第二段把两种表达进行对比，第一句表示理解和愿意帮助，因此选 A。 阅读理解答案与解析 3—4 43 Why are short sentences usually better when a customer is worried? A. They sound more formal. B. They hide the reason for a delay. C. They make a refund automatic. D. They are easier to understand. 【答案】D 【解析】细节理解题。第三段说明顾客担心时，短句更容易理解，因此选 D。 What should a worker do when a request must be refused? A. End the conversation quickly. B. Explain the reason politely and offer another solution. C. Blame the customer for the problem. D. Promise a result that cannot be given. 【答案】B 【解析】细节理解题。第四段建议礼貌说明原因，并提供维修或调换等其他方案，因此选 B。 阅读理解答案与解析 5 44 What is the main idea of the passage? A. Every customer request should be accepted. B. A long message is always more polite. C. Careful tone and clear words improve customer service. D. Companies should avoid speaking about rules. 【答案】C 【解析】主旨大意题。全文围绕服务沟通中的语气和清晰表达如何改善客户体验展开，因此选 C。 Part 3 完形填空 完形填空：语篇与题目 6—10 46 语篇 A family staying at a Ritz-Carlton hotel planned a special dinner for their young son. The boy could not eat the dessert on the menu, so his parents asked whether the kitchen had a safe ____6____. The waiter listened carefully and asked the chef for help. The chef found that the hotel had no suitable flour. He wanted the child to enjoy a real dessert, so the team called shops in the city and found the needed ____7____. A staff member went out to buy it while the kitchen prepared the other food. Soon the chef made a small cake especially for the boy. Another worker checked the label and the recipe ____8____ there was no unsafe ingredient. The child was ____9____, and his parents 6. A. size B. choice C. receipt D. discount 7. A. package B. solution C. ingredient D. complaint 8. A. so that B. even if C. due to D. as for 9. A. delayed B. blank C. salty D. delighted 10. A. service B. rule C. address D. sheet 完形填空：语篇与题目 11—15 47 语篇 thanked the team warmly. The hotel did not charge the family for this special cake. The workers showed that good service is not only about following a standard ____10____. It is about listening, taking ____11____, and solving a real problem. The family later wrote to the manager to ____12____ the staff. Small acts of care can build lasting ____13____. A customer will remember how people made him ____14____. The team was proud of its ____15____ and wanted to keep this spirit in every service. 11. A. patience B. apology C. responsibility D. price 12. A. thank B. exchange C. reduce D. charge 13. A. battery B. delivery C. guarantee D. trust 14. A. wait B. complain C. feel D. refund 15. A. damage B. sincerity C. delay D. request 完形填空答案与解析 6—10 48 6. A. size B. choice C. receipt D. discount 【答案】B 【解析】顾客询问是否有安全的替代选择，choice 意为“选择”，选 B。 7. A. package B. solution C. ingredient D. complaint 【答案】C 【解析】厨房缺少合适的面粉，团队外出寻找所需的食材，ingredient 意为“食材”，选 C。 8. A. so that B. even if C. due to D. as for 【答案】A 【解析】工作人员检查配方是为了确认没有不安全成分，so that 引导目的状语从句，选 A。 9. A. delayed B. blank C. salty D. delighted 【答案】D 【解析】孩子收到专属蛋糕非常开心，delighted 意为“高兴的”，选 D。 10. A. service B. rule C. address D. sheet 【答案】B 【解析】优质服务不只是遵守标准规则，rule 意为“规则”，选 B。 完形填空答案与解析 11—15 49 11. A. patience B. apology C. responsibility D. price 【答案】C 【解析】团队主动承担解决顾客问题的责任，responsibility 意为“责任”，选 C。 12. A. thank B. exchange C. reduce D. charge 【答案】A 【解析】家庭写信向工作人员表示感谢，thank 意为“感谢”，选 A。 13. A. battery B. delivery C. guarantee D. trust 【答案】D 【解析】细心服务可以建立长久的信任，trust 意为“信任”，选 D。 14. A. wait B. complain C. feel D. refund 【答案】C 【解析】顾客会记住工作人员让自己感受到的情绪，feel 符合语境，选 C。 15. A. damage B. sincerity C. delay D. request 【答案】B 【解析】团队为自己的真诚服务感到自豪，sincerity 意为“真诚”，选 B。 Part 3 写作 写作任务：An Invitation Email 51 16. 假如你是某网店售后服务人员李华，英国顾客Mary来信反映收到的背包在运输中损坏。请你给 她写一封80词左右的电子邮件。 内容包括： 1. 表达歉意； 2. 说明换货及取回损坏商品的安排； 3. 承诺改进包装检查。 注意： 不得出现真实信息，可适当增加细节。 例文赏析与详解（一） 52 参考范文 Dear Mary, Thank you for telling us about the damaged backpack. We sincerely apologize for the inconvenience caused during delivery. We have checked your order and will send a new backpack tomorrow at no extra cost. 写作思路与句式 开篇：确认问题并表达真诚歉意。 按“确认问题—真诚道歉—提出换货方案—说 明取件安排—承诺改进—礼貌收尾”展开。首 段确认订单并提出免费换货，次段说明取回 损坏商品及改进包装检查。 【句式拓展】1. We sincerely apologize for the inconvenience caused during delivery. 用于正式表达歉意并说明问题环节 。 We have checked your order and will send ... 用于说明已核实情况及后续处理。 例文赏析与详解（二） 53 参考范文 The courier will collect the damaged one when the new package arrives. Please keep the receipt and original box until then. We will also improve our packing checks so that this problem does not happen again. We hope this solution is acceptable and thank you for your patience. 写作思路与句式 主体：提出换货和取回损坏商品的安排。 The courier will collect ... when ... 用于交 代回收商品的具体安排。 结尾：承诺改进包装检查并礼貌收束邮件。 We will also improve ... so that ... 用于承 诺改进并说明目的。 Yours sincerely, Li Hua Thank you $