Handling a Complaint Call
Skillfully listening to and responding to a customer's complaint or issue over the phone, aiming for a satisfactory resolution.
通过电话专业地倾听并回应客户的投诉或问题，以期达成满意的解决方案。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
persistent
Means something that continues to happen or exist for a long time without stopping. Use it to describe ongoing problems, like 'a persistent error' in software.
表示某事持续发生或存在很长时间而不停止。用它来描述持续的问题，比如软件中的“持久的错误”。
crash
When a computer or program suddenly stops working. In phone calls, say 'my system crashed' to report technical issues.
当计算机或程序突然停止工作时。在电话通话中，说'我的系统崩溃了'来报告技术问题。
frustrating
Something that makes you feel annoyed or upset because it's difficult or not working as expected. Useful for expressing empathy, like 'That sounds frustrating.'
某种让你感到恼火或不安的事物，因为它困难或未按预期运作。有助于表达同理心，例如“那听起来很令人沮丧。”
troubleshooting
The process of finding and fixing problems, especially with technology. Common in customer service, as in 'troubleshooting steps on the website.'
查找并修复问题的过程，特别是与技术相关的问题。在客户服务中很常见，例如“网站上的故障排除步骤”。
escalating
To pass a problem to a higher level of authority or experts for handling. In complaints, say 'I'm escalating your case' to show action is being taken.
将问题转交给更高级别的权威或专家处理。在投诉中，说'我正在升级您的案件'来表示正在采取行动。
timeframe
A period of time in which something is expected to happen. Useful for setting expectations, like 'What's the timeframe for a response?'
一段时间，指某事预计发生的时间段。用于设定期望，例如‘回复的时间框架是什么？’
business hours
The regular working hours of a business, usually weekdays from 9 AM to 5 PM. Mention it for response times, e.g., 'within 24-48 business hours.'
企业的常规工作时间，通常为工作日早上9点至下午5点。用于提及响应时间，例如“在24-48个营业时间内”。
关键句型
需要记住和练习的重要短语
Good morning, you've reached TechSolutions customer support. My name is Alex. How can I help you today?
This is a standard professional greeting for phone calls. It introduces the company, speaker, and asks for the caller's needs. Use it to start customer service conversations politely; note the contraction 'you've reached' for natural flow.
这是一个电话的标准专业问候语。它介绍了公司、发言人和来电者的需求。用于礼貌地开始客户服务对话；注意缩写 'you've reached' 以实现自然流畅。
I'm very sorry to hear that, ma'am. That sounds incredibly frustrating.
An empathetic response to a complaint. 'I'm sorry to hear that' shows understanding, and 'ma'am' is polite for women. Useful for de-escalating anger; 'incredibly' adds emphasis to 'frustrating.'
对投诉的共情回应。“听到这个我感到抱歉”显示出理解，“女士”是对女性的礼貌称呼。有助于缓和愤怒；“难以置信地”强调了“沮丧”。
Could you please tell me your account number or the email associated with your registration?
A polite request for information using 'could you please' for courtesy. 'Associated with' means connected to. Essential in service calls to verify identity; the 'or' offers options.
使用 'could you please' 以示礼貌的礼貌信息请求。'Associated with' 意为与之相关联。在服务电话中用于验证身份至关重要；'or' 提供选项。
Before we dig deeper, have you tried restarting your computer and clearing your browser's cache after the update?
Suggests basic fixes before advanced help. 'Dig deeper' is an idiom for investigating further. Question form with 'have you tried' checks actions; useful for troubleshooting sequences.
在提供高级帮助之前建议基本修复。“Dig deeper”是一个比喻，意为进一步调查。使用“have you tried”的疑问形式检查行动；对故障排除序列很有用。
I'm escalating your case to our technical team now for an in-depth analysis.
Informs the customer of next steps. 'Escalating' means referring to experts, 'in-depth' means thorough. Use this to show progress in handling complaints; present continuous 'I'm escalating' indicates immediate action.
告知客户后续步骤。「Escalating」意为转交专家，「in-depth」意为彻底的。用于展示处理投诉的进展；现在进行时「I'm escalating」表示即时行动。
They typically respond within 24-48 business hours. You'll receive an email with their findings and proposed solutions.
Sets clear expectations for response time. 'Typically' means usually; future 'you'll receive' promises follow-up. Helpful for closing complaints; includes details on what to expect.
为响应时间设定明确预期。「Typically」意为通常；未来的「you'll receive」承诺后续跟进。有助于关闭投诉；包括对预期内容的详细信息。
Is there anything else I can assist you with today?
A standard way to check for more issues before ending the call. Polite and professional; use in service to ensure satisfaction. The question invites additional help if needed.
在结束通话前检查更多问题的一种标准方式。礼貌且专业；在服务中使用以确保满意度。该问题如果需要，会邀请额外的帮助。