Initial Service Call Setup
A customer calls the appliance repair service for the first time to describe the issue with their malfunctioning appliance, provide their contact information, and schedule a technician visit.
顾客首次致电电器维修服务中心，描述电器故障，提供联系方式并预约技术人员上门维修。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
refrigerator
A large kitchen appliance used to keep food and drinks cold. In this dialogue, the customer says their refrigerator is not cooling.
一种用于保持食物和饮料冷的的大型厨房电器。在这个对话中，客户说他们的冰箱不制冷。
broken
Not working properly or damaged. It's a common word for describing faulty appliances, like 'my refrigerator seems to be broken.'
无法正常工作或损坏。这是描述故障家电的常用词，比如‘我的冰箱好像坏了。’
cooling
The process of making something cold. Here, it refers to the refrigerator's function that's not working: 'It's not cooling at all.'
使某物变冷的过程。这里，指冰箱的功能不工作：'它一点也不冷却。'
brand
The name of the company that makes a product, like Samsung. Useful when describing items for repair services.
生产产品的公司的名称，例如 Samsung。在描述维修服务中的物品时有用。
model
The specific type or version of a product, often with a number like RS25H5111SR. This helps technicians identify the exact item.
产品的特定类型或版本，通常带有像 RS25H5111SR 这样的编号。这有助于技术人员识别确切的物品。
technician
A skilled worker who repairs machines or appliances. In service calls, you might request a technician to visit your home.
一位熟练的工人，修理机器或电器。在服务呼叫中，您可能要求技术员到您家中访问。
schedule
A plan of times for appointments or events. Service reps check their schedule to book visits, like 'Let me check our schedule.'
预约或事件的时间计划。服务代表检查他们的日程来预订访问，比如‘让我检查我们的日程。’
confirmation
A message or proof that something is set or agreed upon. Here, it's a text sent after booking: 'I'll send a confirmation text message.'
表明某事已确定或同意的消息或证明。在此，它是预订后发送的短信：‘我将发送确认短信。’
关键句型
需要记住和练习的重要短语
Hi, I'm calling because my refrigerator seems to be broken.
This is a polite way to start a service call by explaining the problem. 'Seems to be' softens the statement to show uncertainty. Useful for reporting issues over the phone; it uses present continuous for ongoing problems.
这是一种礼貌的方式，通过解释问题来开始服务呼叫。“Seems to be”软化了陈述，以显示不确定性。有助于通过电话报告问题；它使用现在进行时来表示持续的问题。
I'm sorry to hear that.
A common empathetic response in customer service to show understanding. It's useful for reps to build rapport. No special grammar, but it's a fixed polite expression used when someone shares bad news.
客服中常见的共情回应，用于显示理解。这对代表建立融洽关系很有用。没有特殊语法，但它是当某人分享坏消息时使用的固定礼貌表达。
Can you please confirm the brand and model of your refrigerator?
This politely asks for specific details. 'Can you please' makes it courteous. Great for gathering info in professional calls; it uses 'confirm' to verify facts.
这礼貌地询问具体细节。'Can you please' 使它变得礼貌。非常适合在专业通话中收集信息；它使用 'confirm' 来验证事实。
It sounds like it definitely needs a technician to take a look.
This acknowledges the problem and suggests next steps. 'It sounds like' expresses an opinion based on description. Useful for service reps; 'take a look' is informal for inspecting something.
这承认了问题并建议了下一步行动。'It sounds like'基于描述表达意见。对服务代表有用；'take a look'是非正式的检查某物的方式。
What's your best contact number and full address, please?
A direct but polite request for personal info. 'Best contact number' means the most reliable phone. Essential for scheduling; add 'please' for courtesy in formal interactions.
这是一个直接但礼貌的请求个人信息。“Best contact number”指的是最可靠的电话号码。用于安排日程必不可少；在正式互动中添加“please”以示礼貌。
We have an opening this Thursday afternoon between 2:00 and 5:00 PM.
This offers an available time slot. 'Opening' means free time in a schedule. Useful for booking appointments; it specifies a time range to give flexibility.
这提供了一个可用的时间槽。'Opening' 意思是日程中的空闲时间。有助于预约；它指定了一个时间范围以提供灵活性。
Is there anything else I can assist you with today?
A standard closing question in service calls to check for more needs. 'Assist you with' means help. It's polite and professional; use it to end conversations smoothly.
服务通话中检查更多需求的的标准结束问题。'Assist you with' 意思是帮助。它礼貌且专业；用于顺利结束对话。
You're welcome. Have a good day!
A friendly response to thanks and farewell. 'You're welcome' replies to gratitude. Common in English-speaking cultures for ending calls positively; simple present for well-wishes.
对感谢和告别的友好回应。“You're welcome”是对感激的回复。在英语文化中，常用于积极结束通话；简单现在时用于表达美好祝愿。