Following Up on a Service Request
The customer calls back to check the status of their previously reported issue or a technician visit, or to inquire about the estimated time for resolution.
客户回电查询此前报告的问题或技术人员上门服务的状态，或询问预计解决时间。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
follow up
To check or ask for more information about something that happened before, like a previous request. Use this when you want updates on a service or issue.
检查或询问之前发生的事情的更多信息，例如之前的请求。当您想要服务或问题的更新时，使用此功能。
service request
A formal report or ticket you submit to a company for help with a problem, like fixing internet. Common in customer service situations.
您提交给公司的正式报告或工单，以寻求问题帮助，例如修复互联网。在客户服务情况下常见。
account number
A unique number that identifies your customer account with a company, used to access your information quickly.
一个唯一号码，用于识别您在公司中的客户账户，用于快速访问您的信息。
technician
A skilled worker who fixes technical problems, such as internet or equipment issues. Use this term when asking about repair visits.
一名熟练的工人，修理技术问题，例如互联网或设备问题。在询问维修访问时使用此术语。
scheduled
Planned or arranged for a specific time. Often used for appointments, like 'a technician is scheduled to come tomorrow.'
为特定时间计划或安排的。通常用于预约，例如“技术员安排明天来”。
confirmation
Official proof or notice that something is set, like an email verifying an appointment. Useful for ensuring details are correct.
官方证明或通知，表示某事已确定，例如验证预约的电子邮件。有助于确保细节正确。
appreciate
To feel grateful for someone's help or kindness. A polite way to say thank you in professional conversations.
对某人的帮助或善意感到感激。在专业对话中礼貌地说谢谢的方式。
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 service request I submitted earlier this week.
This is a polite way to start a follow-up call. It uses 'follow up on' to mean checking status, and 'submitted' shows past action. Useful for customer service inquiries to get quick attention.
这是开始跟进电话的礼貌方式。它使用 'follow up on' 来表示检查状态，'submitted' 显示过去的行为。有助于客户服务查询以获得快速关注。
Could you please provide me with your account number or the service request number if you have it?
A courteous request for information. 'Could you please' makes it polite, and 'if you have it' softens the ask. Grammar: conditional 'could' for requests. Use when needing details from a customer.
礼貌的信息请求。'Could you please' 使其礼貌，'if you have it' 缓和了请求。语法：条件式 'could' 用于请求。在需要客户细节时使用。
No problem, I can look it up with your account number.
Reassures the caller that it's easy to help. 'Look it up' means search in a database. Useful in service roles to build trust; present tense shows immediate action.
让来电者放心，帮助很容易。'Look it up' 意味着在数据库中搜索。在服务角色中用于建立信任；现在时表示即时行动。
Do you have any updates on when a technician might be able to come out?
Asks for progress on a repair. 'Updates on' means new information, 'might be able to' expresses possibility politely. Great for following up on timelines in service calls.
询问维修进度。'Updates on' 意为新信息，'might be able to' 礼貌地表达可能性。非常适合跟进服务电话的时间表。
It shows here that a technician is scheduled to visit your location tomorrow.
Provides status update. Passive-like structure with 'is scheduled to' for future plans. Useful for informing customers of appointments; includes time details for clarity.
提供状态更新。使用 'is scheduled to' 的类似被动结构，用于未来计划。有助于通知客户预约；包含时间细节以提高清晰度。
Will I get a call or text before they arrive?
Seeks confirmation of next steps. Simple future question with 'will' for predictions. Practical for ensuring communication in service scenarios.
寻求下一步的确认。使用 'will' 的简单将来时疑问句，用于预测。在服务场景中确保沟通很实用。
Perfect, thank you so much for your help! I really appreciate it.
Expresses strong thanks at the end of a call. 'So much' emphasizes gratitude, 'appreciate it' is idiomatic. Use to politely close positive interactions.
在通话结束时表达强烈的感谢。'So much'强调感激之情，'appreciate it'是习语。用以礼貌地结束积极互动。