Complaint About Reoccurring Issue
A customer calls the service center because the repaired appliance is malfunctioning again, shortly after the initial repair, requiring a new service request or follow-up under warranty.
顾客致电服务中心，因为已修理好的电器在短时间内再次出现故障，需要重新报修或在保修期内进行后续处理。
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 appliance used to keep food cold. In this dialogue, it's the item that's broken and needs repair. You can say 'My refrigerator isn't working' when calling for service.
一种大型电器，用于保持食物冷藏。在这个对话中，它是坏掉需要修理的物品。你可以在打电话叫服务时说‘我的冰箱不工作了’。
acting up
An informal phrase meaning something is not working properly or malfunctioning. It's useful in casual complaints, like 'My computer is acting up again.'
一个非正式的短语，意思是某物没有正常工作或出现故障。它在随意的抱怨中很有用，比如‘我的电脑又出故障了。’
service request number
A unique code or ID given when you first request help or repair. Providing this helps the service rep find your information quickly, like in customer service calls.
首次请求帮助或维修时给出的唯一代码或ID。提供此信息有助于服务代表快速找到您的信息，例如在客户服务电话中。
warranty
A guarantee from the company that covers repairs for a certain time if something goes wrong. It's important in complaints: 'Is this covered under warranty?' to avoid extra costs.
公司提供的保证，如果出现问题，在一定时间内覆盖维修。投诉中很重要：'这是否在保修范围内？' 以避免额外费用。
reoccurring
Happening again, especially a problem that returns after being fixed. Use it like 'This is a reoccurring issue with my phone' when following up on repairs.
再次发生，尤其是修复后又返回的问题。在跟进维修时，像“This is a reoccurring issue with my phone”（这是我手机的一个反复发生的问题）这样使用。
technician
A skilled worker who fixes appliances or machines. In service calls, you might ask 'When will the technician arrive?' to know about the repair visit.
一位熟练工人，修理家电或机器。在服务呼叫中，你可能会问“技术员什么时候到达？”来了解维修访问。
frustration
A feeling of annoyance or anger when things don't go well. Service reps often say 'I understand your frustration' to show empathy in complaints.
当事情进展不顺利时感到恼怒或愤怒的情绪。服务代表经常说“我理解你的挫败”来在投诉中表现出同理心。
schedule
To arrange a time for something, like an appointment. In this context, 'I've scheduled a visit' means booking the repair time. Useful for making plans: 'Can you schedule it for tomorrow?'
为某事安排时间，比如预约。在这个语境中，'I've scheduled a visit' 意思是预订维修时间。有助于制定计划：'你能安排到明天吗？'
关键句型
需要记住和练习的重要短语
Hi, I'm calling because the refrigerator you guys repaired last week is acting up again.
This is a polite way to start a complaint call, explaining the problem clearly. It's useful for service situations; note 'you guys' is informal for 'your company.' Use it when reporting issues to connect past and current problems.
这是开始投诉电话的礼貌方式，清楚地解释问题。在服务情况下很有用；注意'you guys'是非正式的'你的公司'。在报告问题时使用，以连接过去和当前问题。
I'm sorry to hear that. Could you please provide your service request number or your address so I can pull up your records?
A standard response in customer service to show empathy and request details. 'Pull up' means to access on a computer. This sentence teaches polite questioning; use it when helping customers verify information.
这是客服中的标准回应，用于表达同理心并请求细节信息。「Pull up」意思是在电脑上访问。这个句子教导如何礼貌地提问；在帮助客户验证信息时使用。
Certainly. The service request number was 20230515-FRIDGE. My address is 123 Maple Street.
This shows how to provide information clearly and politely. 'Certainly' means 'of course.' It's practical for giving details in calls; remember to include specific numbers or addresses to speed up service.
这展示了如何清晰且礼貌地提供信息。'Certainly' 意思是 '当然'。这在电话中提供细节时很实用；请记住包含具体的号码或地址以加快服务。
Can you describe what's happening now?
A simple question to get more details about the problem. It's useful in troubleshooting; the present continuous 'what's happening' focuses on the current situation. Use it to encourage the customer to explain issues.
一个简单的提问，以获取问题更多细节。它在故障排除中很有用；现在进行时 'what's happening' 关注当前情况。使用它来鼓励客户解释问题。
I understand your frustration. Since it's a reoccurring issue within a week of the original repair, this will be covered under our warranty.
This empathizes with the customer and explains policy. 'Since' introduces a reason; it's key for handling complaints under guarantees. Useful when assuring no extra cost: practice for service roles.
这表达了对客户的共情并解释了政策。「Since」引入了一个理由；它是处理保修下投诉的关键。有助于在保证无额外成本时使用：服务角色的练习。
That's good to hear. When's the earliest someone can come?
A positive response followed by a question about timing. 'That's good to hear' shows relief; contractions like 'when's' make it natural. Use this to confirm and ask for quick service in follow-ups.
一个积极的回应，后面跟着关于时机的提问。'That's good to hear' 显示出宽慰；像'when's'这样的缩写让它自然。在后续中用这个来确认并要求快速服务。
Let me check. It looks like we have an opening tomorrow afternoon between 1 PM and 5 PM. Would that work for you?
This offers availability politely. 'Let me check' buys time; 'would that work' seeks agreement. It's a common pattern for scheduling; useful for appointments, noting time ranges for flexibility.
这礼貌地提供可用性。'让我查一下'是拖延时间；'那对你来说合适吗'是寻求同意。这是调度的一种常见模式；对预约有用，注明时间范围以提供灵活性。
Alright. I've scheduled a new service visit for you for tomorrow, May 22nd, between 1 PM and 5 PM. Is there anything else I can assist you with today?
Confirms the booking and offers more help, ending the call professionally. Past perfect 'I've scheduled' shows completion; it's a standard close. Use it to wrap up service calls and ensure customer satisfaction.
确认预约并提供更多帮助，专业地结束通话。过去完成时“I've scheduled”表示完成；这是标准结束语。使用它来结束服务通话并确保客户满意。