Following Up on a Complaint Status
A customer wants to inquire about the progress or resolution of a complaint they filed previously, expecting an update from the service provider.
顾客希望查询之前提交的投诉的进展或解决方案，期望服务提供商给出更新。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
complaint
A complaint is when you express dissatisfaction about a product or service to get it fixed. Use it when reporting problems, like 'I want to file a complaint.'
投诉是指你对产品或服务表达不满，以使其得到修复。用于报告问题时使用，例如“我想提交投诉。”
follow up
To follow up means to check on the progress of something you started earlier. It's useful in business or customer service, like 'I'll follow up on that email.'
跟进意味着检查你之前开始的事情的进展情况。这在商业或客户服务中很有用，比如“我会跟进那封邮件。”
reference number
A reference number is a unique code to identify your case or order. Always mention it when inquiring about previous issues, like 'My reference number is XYZ123.'
参考编号是一个唯一的代码，用于识别您的案例或订单。在询问以前的问题时，始终提及它，例如‘我的参考编号是 XYZ123。’
intermittent
Intermittent means happening sometimes but not always, like occasional problems. Use it for unreliable services, such as 'intermittent internet connection.'
间歇的意味着有时发生但不是总是发生，就像偶发问题一样。将它用于不可靠的服务，例如'间歇性互联网连接'。
disruptions
Disruptions are interruptions that stop normal activity. Common in tech contexts, like 'service disruptions during peak hours.'
中断是停止正常活动的干扰。在技术上下文中常见，比如'高峰期服务中断'。
congestion
Congestion means overcrowding or too much traffic, like in networks or roads. In this context, it's 'network congestion' causing slow internet.
拥塞意味着过度拥挤或交通过多，比如在网络或道路上。在这种上下文中，它指的是'网络拥塞'，导致互联网速度变慢。
temporary fix
A temporary fix is a short-term solution to a problem, not permanent. Use it when something is patched quickly, like 'a temporary fix for the bug.'
临时修复是一种针对问题的短期解决方案，不是永久性的。当某事被快速修补时使用它，例如“针对该错误的临时修复”。
permanent upgrade
A permanent upgrade is a lasting improvement to a system or service. It's the opposite of temporary, like upgrading software forever.
永久升级是对系统或服务的持久改进。它与临时升级相反，例如永久升级软件。
crediting
Crediting means adding money back to an account as compensation. Useful in complaints, like 'We're crediting your account for the inconvenience.'
贷记是指作为补偿将资金重新添加到账户中。在投诉中很有用，例如“我们因给您带来的不便而向您的账户贷记。”
inconvenience
Inconvenience is a minor trouble or annoyance caused to someone. Often used politely in apologies, like 'Sorry for the inconvenience.'
不便是一种给某人带来的轻微麻烦或烦恼。通常在道歉中礼貌使用，例如'对不起，给您带来不便。'
关键句型
需要记住和练习的重要短语
Hi, I'm calling to follow up on a complaint I filed last week regarding my internet service. My reference number is #XYZ789.
This sentence is useful for starting a follow-up call. It uses 'follow up on' to check progress and includes key details like reference number. Practice for polite inquiries; 'regarding' means 'about'.
这个句子对于开始跟进电话很有用。它使用 'follow up on' 来检查进度，并包括参考号等关键细节。练习礼貌询问；'regarding' 意思是 'about'。
Certainly, let me pull up that information for you. Just a moment, please.
A polite response from service reps. 'Pull up' means retrieve on a computer. 'Just a moment' is a common phrase to ask for time. Use it to sound professional and helpful.
服务代表的礼貌回应。'Pull up' 意思是在电脑上检索信息。'Just a moment' 是请求时间时常用的表达。使用它可以听起来专业且乐于助人。
I was wondering what the status is. Has there been any progress or a resolution?
This asks for updates naturally. 'I was wondering' softens the question. 'Status' means current situation; 'progress' and 'resolution' show inquiry patterns. Great for checking complaint status.
这自然地询问更新。'I was wondering' 柔化了问题。'Status' 表示当前情况；'progress' 和 'resolution' 显示了询问模式。非常适合检查投诉状态。
Our technical team has been investigating the issue. It appears there was a local network congestion problem affecting your area.
Explains the problem professionally. Present perfect continuous 'has been investigating' shows ongoing action. 'It appears' means 'it seems'. Useful for giving updates in service roles.
专业地解释问题。现在完成进行时 'has been investigating' 表示持续行动。'It appears' 意思是 'it seems'。在服务角色中提供更新很有用。
We've implemented a temporary fix, and a permanent upgrade is scheduled for next month.
Reports actions taken. 'Implemented' means put into effect; passive 'is scheduled' for future plans. This sentence pattern reassures customers about solutions.
报告采取的行动。'Implemented' 意味着生效；被动语态 'is scheduled' 用于未来计划。这种句子模式让客户对解决方案感到放心。
The temporary fix should stabilize your connection for now. We expect minimal to no further disruptions until the permanent upgrade.
Gives reassurance. 'Should' expresses expectation; 'minimal to no' means very little or none. Useful for explaining expected outcomes in complaints.
提供安慰。「should」表示预期；「minimal to no」意为非常少或没有。在解释投诉中的预期结果时有用。
We're also crediting your account for part of this month's service as an apology for the inconvenience.
Offers compensation politely. 'As an apology' explains the reason. This is a common way to end complaints positively; learn for customer service scenarios.
礼貌地提供补偿。'作为道歉'解释了原因。这是积极结束投诉的常见方式；在客户服务场景中学习。
Yes, absolutely. We'll send you an email notification once the network upgrade in your area is finished.
Confirms action strongly. 'Absolutely' emphasizes yes; 'once' means after. Future 'will send' for promises. Use to assure customers of follow-through.
强烈确认行动。'Absolutely' 强调 yes；'once' 意思是 after。将来的 'will send' 用于承诺。用于向客户保证后续跟进。
Is there anything else I can assist you with today regarding this complaint?
Standard closing question. 'Assist you with' is polite help offer; 'regarding' specifies topic. Essential for service reps to check if more help is needed.
标准结束语问题。'Assist you with'是礼貌的帮助提议；'regarding'指定主题。服务代表检查是否需要更多帮助至关重要。
No, that's all for now. Thank you for the update and for addressing the issue.
Polite way to end the call. 'That's all for now' means no more questions. Expresses gratitude; useful for customers wrapping up conversations.
礼貌地结束通话的方式。'现在就到这里'意味着没有更多问题。表达感激之情；对客户结束对话很有用。