Delayed Delivery Inquiry
The estimated delivery date has passed, and the tracking status hasn't updated in several days. The customer contacts customer service to inquire about the delay.
预计送达日期已过，且物流状态多日未更新。顾客联系客服询问延迟情况。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
order number
A unique code or ID given to your purchase when you buy something online, used to track it.
在线购买某物时赋予您的购买的唯一代码或 ID，用于跟踪它。
estimated delivery date
The expected date when your package should arrive, based on the seller's prediction.
根据卖家预测的，您的包裹应该到达的预期日期。
tracking status
The current information about where your package is during shipping, updated online.
有关包裹在运输过程中位置的当前信息，在线更新。
in transit
A shipping term meaning the package is on its way but not yet delivered.
一个运输术语，意为包裹已在路上，但尚未交付。
delay
When something takes longer than expected, like a package arriving late.
当某事比预期时间更长时，比如包裹迟到。
investigation
An official check or inquiry to find out what happened to a lost or delayed item.
对丢失或延误物品发生什么事情的官方检查或查询。
shipping carrier
The company responsible for delivering packages, like UPS or FedEx.
负责交付包裹的公司，比如UPS或FedEx。
frustration
A feeling of annoyance or disappointment when things don't go as planned.
当事情不如计划进行时感到烦恼或失望的感觉。
关键句型
需要记住和练习的重要短语
Hi, I'm calling about an online order.
This is a polite way to start a phone call explaining the purpose. Use it when contacting customer service for shopping issues. 'Calling about' means inquiring regarding something.
这是开始电话通话的一种礼貌方式，用来解释目的。在联系客户服务处理购物问题时使用。'Calling about' 意思是就某事进行询问。
Could you please provide your order number so I can look up your details?
A polite request for information, using 'could you please' for courtesy. 'Look up' means to search for in a database. Useful for service reps needing customer info.
礼貌请求信息，使用'could you please'表示礼貌。'Look up'意为在数据库中搜索。对需要客户信息的客服代表有用。
The tracking status hasn't updated in three days, and it just says 'in transit'.
Describes a problem with shipping updates using present perfect 'hasn't updated' for ongoing situations. Helpful for explaining delays clearly.
描述了使用现在完成时 'hasn't updated' 处理发货更新问题的持续情况。有助于清楚解释延误。
I understand your frustration.
Shows empathy in customer service. 'Understand' expresses sympathy. Use it to calm upset customers and build rapport.
在客户服务中显示同理心。'Understand' 表达同情。使用它来安抚不满的客户并建立融洽关系。
What I can do is open an investigation with the shipping carrier.
Explains next steps using 'what I can do is' to offer solutions. 'Open an investigation' means starting a formal check. Practical for handling complaints.
使用'我能做的是'解释下一步，以提供解决方案。'开启一项调查'意味着启动正式检查。对于处理投诉很实用。
We'll reach out to you via email or phone as soon as we have an update.
'Reach out' means to contact someone. 'As soon as' shows immediacy. This promises follow-up, useful in service dialogues.
“Reach out”意思是联系某人。“As soon as”显示即时性。这承诺后续跟进，在服务对话中很有用。
Is there anything else I can assist you with today?
A standard closing question in customer service to check for more needs. 'Assist you with' means help. Use it to end calls politely.
客服中标准的结束问题，用于检查是否有更多需求。'Assist you with' 意思是帮助。用它来礼貌地结束通话。