Password Reset and Account Recovery
A user has forgotten their password for an online service or an operating system and needs help regaining access to their account. The support agent verifies their identity and guides them through the password reset or account recovery process.
用户忘记了在线服务或操作系统的密码，需要帮助才能重新访问其帐户。支持代理验证其身份，并指导他们完成密码重置或帐户恢复过程。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
log in
To enter a computer system or website using a username and password. Use it when accessing online accounts, like 'I need to log in to my email.'
使用用户名和密码进入计算机系统或网站。在访问在线账户时使用，例如“我需要登录我的电子邮件。”
forgotten
The past participle of 'forget,' meaning you cannot remember something. Common in tech contexts: 'I've forgotten my password.'
‘forget’的过去分词，意思是你无法记住某事。在技术语境中常见：‘我忘记了我的密码。’
password
A secret word or code used to access an account or device. Always create strong ones with letters, numbers, and symbols.
用于访问帐户或设备的秘密单词或代码。始终创建包含字母、数字和符号的强密码。
account
A user profile on a website or service, often linked to an email. Say 'my email account' for online profiles.
网站或服务上的用户配置文件，通常与电子邮件相关联。对于在线配置文件，说 'my email account'。
verify
To check or confirm that something is true or correct. In support calls: 'We need to verify your identity for security.'
检查或确认某事是真实的或正确的。在支持呼叫中：'为了安全，我们需要验证您的身份。'
identity
Who a person is, confirmed by name, questions, or documents. Used in security: 'Please verify your identity.'
一个人是谁，通过姓名、问题或文件确认。在安全中使用：'请验证您的身份。'
inbox
The main folder in your email where new messages arrive. Check it first for important emails like reset links.
您电子邮件中新消息到达的主要文件夹。请先检查它，以获取重要的电子邮件，如重置链接。
spam
Unwanted or junk email folder. Emails might go there by mistake, so always check it for legitimate messages.
不需要的或垃圾电子邮件文件夹。电子邮件可能错误地进入那里，所以请始终检查合法消息。
strong password
A secure password that's hard to guess, using a mix of characters. Important for protecting accounts: 'Create a strong password.'
一个安全的、难以猜测的密码，使用字符的混合。保护账户很重要：「创建一个强密码。」
关键句型
需要记住和练习的重要短语
How can I help you today?
A polite greeting used by service agents to start a conversation. It's a question form with 'can' for offering help; useful in customer service roles.
服务代理用于开始对话的礼貌问候语。它是使用'can'提供帮助的疑问句形式；在客户服务角色中很有用。
I've completely forgotten my password.
Expresses forgetting something entirely. 'Completely' emphasizes totality; use this when explaining a problem like lost access to an account.
表达完全忘记某事。'Completely' 强调整体性；用于解释像丢失账户访问权限这样的问题。
This is a common issue.
Reassures the customer that the problem is normal. 'Common' means frequent; helpful for calming people in support situations.
向客户保证问题很正常。'Common' 意思是频繁的；有助于在支持情况下安抚人们。
Could you please tell me the email address associated with your account?
A polite request using 'could' for permission and 'please' for courtesy. 'Associated with' means linked to; key for gathering info in tech support.
使用 'could' 请求许可和 'please' 表示礼貌的礼貌请求。'Associated with' 意思是与……相关联；在技术支持中收集信息的关键。
For security purposes, I'll need to verify your identity.
Explains a step for safety. 'For...purposes' gives reason; 'verify' uses future 'I'll need to' for planned action. Use in formal verifications.
解释安全步骤。'For...purposes' 给出理由；'verify' 使用未来的 'I'll need to' 表示计划行动。在正式验证中使用。
I've just sent a password reset link to your email.
Describes a recent action with 'just' for immediacy. Present perfect 'I've sent' shows completion; common in guiding users through resets.
使用 'just' 描述最近的行动以增加即时感。现在完成时 'I've sent' 显示完成；常见于指导用户进行重置。
Please check your inbox, and remember to also check your spam folder.
Gives instructions with 'please' for politeness and 'remember to' for reminder. Coordinating conjunction 'and' connects actions; practical for email advice.
使用 'please' 提供礼貌的指示，并使用 'remember to' 作为提醒。并列连词 'and' 连接动作；适合电子邮件建议。
You're most welcome.
A polite response to 'thank you,' more formal than 'you're welcome.' Use it to show appreciation in service interactions.
对‘谢谢’的礼貌回应，比‘you’re welcome’更正式。在服务互动中用以表达感激。
Have a great day!
A friendly goodbye. Imperative form for well-wishing; common in ending calls to leave a positive impression.
友好的告别语。祈愿的祈使形式；常用于结束通话以留下积极印象。