Troubleshooting Over the Phone

电话指导简单排查

The service representative offers basic troubleshooting steps over the phone to see if the issue can be resolved without a visit, providing instructions and asking the customer to follow along.

服务代表在电话中提供简单的故障排除步骤，看是否能在无需上门的情况下解决问题，提供操作指示并让顾客跟随操作。

对话

聆听并跟进对话

Service Rep (Female)

Thank you for calling Apex Appliance Repair. My name is Ava. How can I help you today?

感谢您致电 Apex 家电维修。我叫 Ava。今天我能为您提供什么帮助？

Customer (Male)

Hi Ava. I'm calling about my washing machine. It's not turning on at all. There's no power.

你好 Ava。我打电话是关于我的洗衣机。它根本不通电。完全没反应。

Service Rep (Female)

I understand. Before we schedule a service visit, could you try a few basic troubleshooting steps with me over the phone? Sometimes, these minor issues can be resolved quickly.

我明白了。在安排上门维修之前，您能和我一起在电话里尝试一些基本的故障排除步骤吗？有时候，这些小问题可以很快解决。

Customer (Male)

Sure, I can do that. What should I try first?

好的，我可以。我应该先尝试什么？

Service Rep (Female)

Great. First, could you check if the washing machine is securely plugged into a working outlet? Sometimes, a loose plug can cause power issues.

很好。首先，您能检查一下洗衣机是否牢固地插在一个可用的插座上吗？有时候，插头松动会导致电源问题。

Customer (Male)

Okay, I'm checking now... Yes, it's plugged in tightly. And the outlet works, I've tried plugging in something else to it.

好的，我正在检查……是的，它插得很紧。插座也工作，我试着用它插了其他东西。

Service Rep (Female)

Alright, thank you for checking. Next, please go to your home's circuit breaker box and check if the breaker for the washing machine or the laundry area has tripped. If it has, simply flip it back to the 'on' position.

好的，感谢您检查。接下来，请去您家的断路器箱，检查洗衣机或洗衣区的断路器是否跳闸了。如果跳闸了，只需将其拨回“开”的位置。

Customer (Male)

Okay, give me a moment... I'm at the breaker box now. Yup, there it is! The one for the laundry room was tripped. I've flipped it back on.

好的，等我一下……我正在断路器箱这里。是的，找到了！洗衣房的那个跳闸了。我已经拨回去了。

Service Rep (Female)

Excellent! Now, please go back to the washing machine and try to turn it on. Let me know if that solved the problem.

太好了！现在，请回到洗衣机旁边，尝试打开它。告诉我问题是否解决了。

Customer (Male)

Wow, it's working! I can't believe it was just a tripped breaker. Thank you so much, Ava!

哇，它亮了！我真不敢相信只是一个跳闸的断路器。太感谢你了，Ava！

Service Rep (Female)

You're very welcome! I'm glad we could get it resolved quickly without needing a visit. Is there anything else I can assist you with today?

不用客气！很高兴我们能在不需要上门的情况下迅速解决问题。今天还有其他我可以帮助您的吗？

词汇

对话中的必备词汇和短语

washing machine

A household appliance used for washing clothes automatically with water and detergent.

一种使用水和洗涤剂自动清洗衣物的家用电器。

troubleshooting

The process of identifying and fixing problems, often step by step, like checking connections in electronics.

识别和修复问题的过程，通常一步一步进行，例如检查电子设备中的连接。

plugged in

Connected to an electrical power source using a plug inserted into a socket; essential for devices to work.

使用插入插座的插头连接到电能电源；对设备正常工作至关重要。

outlet

A point in a wall or floor where you can plug in electrical devices to get power; also called a socket.

墙壁或地板上可以插入电器以获取电源的点；也称为插座。

circuit breaker

A safety switch in your home's electrical system that stops the flow of electricity if there's too much power or a fault.

您家中电气系统中的一个安全开关，如果功率过大或出现故障，它会停止电流流动。

tripped

When a circuit breaker automatically switches off to prevent danger, like from an overload; you reset it to turn power back on.

当断路器自动断开来防止危险，例如过载时；你重置它以恢复电源。

resolved

Solved or fixed a problem successfully; used when an issue is no longer a problem after action is taken.

成功解决了或修复了问题；当问题在采取行动后不再是问题时使用。

关键句型

需要记住和练习的重要短语

How can I help you today?

This is a polite greeting used by service representatives to ask what the customer needs; it's useful in customer service to start a conversation professionally.

这是一个服务代表用来询问客户需求的有礼貌的问候语；在客户服务中，它有助于专业地开始对话。

It's not turning on at all. There's no power.

A simple way to describe an appliance problem; 'not turning on' means it won't start, and 'there's no power' explains the symptom clearly, helpful for reporting issues.

描述家电问题的一种简单方式；'not turning on' 意味着它不会启动，'there's no power' 清楚地解释了症状，有助于报告问题。

Could you try a few basic troubleshooting steps with me over the phone?

A polite request using 'could you' for suggestions; it invites the customer to follow instructions remotely, showing how to offer help without being pushy.

使用 'could you' 进行建议的礼貌请求；它邀请客户远程跟随指示，展示如何提供帮助而不强迫。

Check if the washing machine is securely plugged into a working outlet.

An imperative sentence giving clear instructions; 'securely' means firmly, and 'working outlet' specifies it must provide power; useful for guiding someone step by step.

一个给出明确指示的祈使句；'securely' 意为牢固地，'working outlet' 指定它必须提供电源；用于逐步指导某人很有用。

The breaker for the laundry room was tripped.

Past tense to report a discovery; 'was tripped' describes the state of the circuit breaker; good for explaining findings in technical situations.

用于报告发现的过去时；'was tripped' 描述了断路器的状态；适合在技术情况下解释发现。

I've flipped it back on.

Present perfect tense 'I've flipped' to show a recent action with current result; 'flipped it back on' means reset the switch; useful for confirming you've done a step.

现在完成时 'I've flipped' 用于表示最近的动作及其当前结果；'flipped it back on' 意思是重置开关；用于确认你已完成一个步骤。

I'm glad we could get it resolved quickly.

Expresses positive emotion with 'I'm glad'; 'could get it resolved' uses modal 'could' for past ability; polite way to end a successful interaction in service calls.

用 'I'm glad' 表达积极情绪；'could get it resolved' 使用情态动词 'could' 表示过去的能力；礼貌地结束客服电话中成功的互动方式。