Initial Inquiry: Missing Package
The customer hasn't received their package despite the tracking status showing 'delivered'. They contact customer service to understand why.
顾客的包裹跟踪状态显示“已送达”，但他们尚未收到包裹。他们联系客服以了解原因。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
tracking
Tracking refers to following the progress of a package from shipment to delivery, often using an online system or app. It's useful when checking the status of your online orders.
跟踪是指从发货到交付跟踪包裹的进度，通常使用在线系统或应用。这在检查在线订单的状态时非常有用。
delivered
Delivered means the package has arrived at the destination and been handed over. In this context, it's used when the status shows arrival but the item is not received.
Delivered 表示包裹已到达目的地并已交付。在此上下文中，当状态显示已到达但物品未收到时使用。
order number
An order number is a unique code given to your purchase for identification. You need it to inquire about or track your online order.
订单号是为您购买分配的唯一代码，用于识别。您需要它来查询或跟踪您的在线订单。
confirm
To confirm means to verify or make sure something is true. It's polite to use when asking someone to check details, like in customer service calls.
确认意味着验证或确保某事是真实的。在请求某人检查细节时使用它是很礼貌的，比如在客户服务电话中。
investigation
An investigation is a formal check or inquiry into a problem, like a lost package. In delivery issues, it involves the company looking into what happened.
调查是对问题的正式检查或询问，例如丢失的包裹。在交付问题中，它涉及公司调查发生了什么。
courier
A courier is a service or person that delivers packages, like UPS or FedEx. Use this word when talking about shipping companies.
快递员是一种服务或人，用于交付包裹，比如 UPS 或 FedEx。在谈论运输公司时使用这个词。
prematurely
Prematurely means too early or before the right time. It's used here to explain why a package might be marked as delivered when it's not actually there.
Prematurely 意为太早或在正确时间之前。它在这里用于解释为什么一个包裹可能被标记为已交付，而实际上它并不在那里。
refund
A refund is money returned to you when a purchase is canceled or there's a problem. It's a common option if a package is lost.
退款是当购买被取消或出现问题时退还给您的钱。如果包裹丢失，这是一个常见的选项。
关键句型
需要记住和练习的重要短语
Hi, I'm calling about an online order that seems to be missing.
This is a polite opening for a customer service call about a problem. It uses 'I'm calling about' to state the purpose clearly. Useful for starting inquiries; 'seems to be' softens the complaint.
这是一个关于问题的客服电话的礼貌开场白。它使用“我打电话是关于”来清楚地陈述目的。适用于开始咨询；“似乎是”缓和了投诉。
Can I please get your order number so I can look into this for you?
This is a service representative's way to request information politely. 'Look into this' means to investigate. It's useful for customer service; the structure shows helpfulness with 'so I can... for you'.
这是服务代表礼貌地请求信息的方式。'Look into this' 意思是调查。这对客服很有用；结构通过 'so I can... for you' 展示了乐于助人的态度。
My order number is #20230915-7890.
This is how to provide identification details clearly. Simple and direct; useful when giving numbers over the phone. Read slowly and spell if needed for clarity.
这是清晰提供身份信息细节的方法。简单直接；在电话中报号码时有用。如需清晰，请慢慢阅读，并根据需要拼写。
Can you confirm if you checked with neighbors or anyone else in your household?
This asks for verification politely using 'can you confirm'. It's useful in troubleshooting; 'household' means family members at home. Helps gather more information.
这使用 'can you confirm' 礼貌地请求验证。在故障排除中很有用；'household' 指家中的家庭成员。有助于收集更多信息。
Sometimes packages are marked delivered prematurely.
This explains a common issue using 'sometimes' for frequency and passive voice 'are marked'. Useful for understanding delivery errors; teaches adverb placement with adjectives like 'prematurely'.
这解释了使用 'sometimes' 表示频率和被动语态 'are marked' 的常见问题。有助于理解配送错误；教导像 'prematurely' 这样的形容词的副词放置。
What I can do is open an investigation with the courier service.
This offers a solution using cleft sentence 'What I can do is...' for emphasis. Useful in service responses; shows proactive help and introduces the next step.
这提供了一个使用分裂句“What I can do is... ”来强调的解决方案。在服务响应中很有用；显示主动帮助并引入下一步。
Typically, an investigation can take 3-5 business days.
This gives time estimates with 'typically' meaning usually, and 'business days' excluding weekends. Useful for setting expectations; note the range '3-5' for flexibility.
这提供了时间估计，其中“typically”意为通常，“business days”不包括周末。有助于设定期望；注意“3-5”的范围以示灵活性。
If it's not located, we'll then discuss options for a replacement or refund.
This uses conditional 'if... then' for future possibilities. Useful for outlining next steps; 'options for' introduces choices like replacement (new item) or refund (money back).
这使用了条件句 'if... then' 来表示未来的可能性。用于概述下一步；'options for' 引入了如更换（新物品）或退款（退还钱款）的选择。
Please keep me informed.
This politely requests updates using imperative 'please keep'. Useful at the end of calls; 'informed' means notified about progress.
这使用祈使句 'please keep' 礼貌地请求更新。通话结束时有用；'informed' 意为收到进展通知。
Is there anything else I can assist you with today?
A standard closing question in service calls using 'assist' for help. Useful to check for more issues; polite and professional way to end the conversation.
服务通话中标准结束语，使用 'assist' 表示帮助。有助于检查更多问题；礼貌且专业的结束对话方式。