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Making Complaints

Escalating an Unresolved Issue

上报未解决的问题

A customer has already made a complaint but the issue remains unresolved after initial contact, requiring them to escalate the matter to a higher authority or different department.

顾客已经投诉，但问题在初次联系后仍未解决，需要将此事上报给更高级别的负责人或不同部门。

对话

聆听并跟进对话

1
Customer (Female)
Hi, I'm calling to follow up on a complaint I filed last week regarding an incorrect charge on my bill. The reference number is XY9876.
您好，我打电话是想跟进我上周就账单上的一笔错误收费提出的投诉。参考编号是XY9876。
2
Service Representative (Male)
Thank you for calling. Let me pull that up for you. One moment, please. Ah, yes, I see the complaint here. It states an adjustment was going to be made within 3-5 business days.
感谢您的来电。我来帮您查一下。请稍等。嗯，是的，我看到这里有这份投诉。上面写着将在3-5个工作日内进行调整。
3
Customer (Female)
Right, and it's been over a week now. The charge is still on my bill, and I haven't received any confirmation of the adjustment.
是的，现在已经超过一周了。那笔费用仍然在我的账单上，我也没有收到任何调整的确认。
4
Service Representative (Male)
I understand your frustration. It seems there might have been a delay. Let me check the status more thoroughly to see if there's any update.
我理解您的沮丧。看来可能出现了延误。我来更彻底地检查一下状态，看看是否有任何更新。
5
Customer (Female)
I appreciate that, but honestly, I'm getting a bit impatient. This is the second time I've had to call about this. Is there someone I can speak to who can actually resolve this for me now?
我很感谢，但是说实话，我有点不耐烦了。这已经是第二次就这件事打电话了。有没有人能真正地帮我解决这件事？
6
Service Representative (Male)
I apologize for the inconvenience and the repeated calls. It appears the initial request hasn't been processed. I can escalate this to a supervisor for immediate review. Would you like me to do that?
对于给您带来的不便和多次来电，我深表歉意。看来最初的请求尚未处理。我可以将此事上报给主管进行即时审查。您希望我这样做吗？
7
Customer (Female)
Yes, please. That would be much appreciated. I just want this charge removed and a confirmation sent to me.
是的，请。那将不胜感激。我只希望这笔费用被移除并收到确认函。
8
Service Representative (Male)
Certainly. I've noted that. Please hold while I connect you to a supervisor who can directly assist you with the resolution. They will have access to all the notes from your previous complaint.
当然。我已记下。请稍候，我将为您转接一名主管，他可以直接协助您解决问题。他们可以访问您之前投诉的所有记录。
9
Customer (Female)
Thank you. I'll hold.
谢谢。我等着。

词汇

对话中的必备词汇和短语

complaint

A formal expression of dissatisfaction about a product or service. Use it when reporting a problem to a company, like 'I want to file a complaint.'

对产品或服务的正式不满表达。在向公司报告问题时使用，例如“我要提出投诉。”

follow up

To check on the progress of something after an initial action. It's useful in customer service: 'I'll follow up on your request.'

在初始行动后检查某事的进展情况。在客户服务中很有用：“我会跟进您的请求。”

reference number

A unique code or ID for tracking a case or order. Always provide it when calling support to speed up help.

用于跟踪案例或订单的唯一代码或ID。致电支持时始终提供它，以加快帮助。

adjustment

A change made to correct an error, like fixing a bill. In complaints: 'We will make an adjustment to your account.'

为了纠正错误而做出的更改，例如修正账单。在投诉中：'我们将对您的账户进行调整。'

frustration

A feeling of annoyance or anger when things don't go as expected. Polite way to acknowledge: 'I understand your frustration.'

当事情没有按预期发展时感到恼怒或愤怒的情绪。礼貌的承认方式：'我理解你的挫败。'

escalate

To pass an issue to a higher level for resolution. Use in unresolved problems: 'I need to escalate this to a manager.'

将问题转交给更高级别以解决问题。在未解决的问题中使用：'我需要将此事升级到经理。'

supervisor

A person in a higher position who oversees others. Ask for one when basic help isn't enough: 'Can I speak to a supervisor?'

处于更高职位上监督他人的人。当基本帮助不够时请求一位：'我能和主管说话吗？'

inconvenience

Trouble or difficulty caused to someone. Apologize with: 'I apologize for the inconvenience.'

给某人造成的麻烦或困难。道歉时使用：'我为造成的不便道歉。'

关键句型

需要记住和练习的重要短语

I'm calling to follow up on a complaint I filed last week.

This sentence uses present continuous for the current action and past simple for the previous complaint. It's useful for checking progress on issues; use it when contacting support after an initial report.

这个句子使用现在进行时表示当前动作，过去简单时表示之前的投诉。它有助于检查问题进展；在初始报告后联系支持时使用。

The reference number is XY9876.

A simple declarative sentence to provide key details. Essential in service calls to identify your case quickly; always include specifics like numbers for efficiency.

一个简单的陈述句，用于提供关键细节。在服务呼叫中，用于快速识别您的案例；始终包含如数字等具体信息以提高效率。

I understand your frustration.

This empathetic response shows politeness and active listening. Use it as a service rep to calm customers; 'understand' here means to sympathize with feelings.

这种共情回应展示了礼貌和积极倾听。作为服务代表，使用它来安抚客户；这里的“understand”意为对情感表示同情。

This is the second time I've had to call about this.

Present perfect with 'this is the... time' emphasizes repetition. Useful for expressing annoyance politely in escalations; highlights ongoing problems.

使用现在完成时与 'this is the... time' 强调重复。在升级中礼貌地表达恼怒很有用；突出持续存在的问题。

I can escalate this to a supervisor for immediate review.

Offers a solution using modal 'can' for ability. Practical for reps handling complaints; 'escalate' means to move to higher authority, and 'immediate' stresses urgency.

使用情态动词 'can' 提供解决方案。对于处理投诉的代表很实用；'escalate' 意味着移交给更高级的权威，'immediate' 强调紧迫性。

I just want this charge removed and a confirmation sent to me.

Uses 'just' to emphasize a simple request with 'want' + object + past participle. Clear and direct for stating needs in resolutions; focuses on the desired outcome.

使用 'just' 来强调一个简单的请求，即 'want' + 宾语 + 过去分词。在表述解决方案中的需求时清晰直接；重点关注期望的结果。

Please hold while I connect you to a supervisor.

Polite imperative with 'please' and 'while' clause for simultaneous actions. Common in phone support to transfer calls; reassures the customer during waits.

带有 'please' 和表示同时动作的 'while' 从句的礼貌祈使句。在电话支持中用于转接呼叫很常见；让等待中的客户安心。