Providing Order Details & Verification
The customer service representative asks for the order number and other details (e.g., name, address, email) to verify the customer's identity and locate the order.
客服代表要求顾客提供订单号及其他详情（例如姓名、地址、电子邮件）以验证身份并查找订单。
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 to track it easily. Use it when checking on deliveries.
一个用于轻松跟踪您的购买的唯一代码或ID。在检查交付时使用它。
locate
To find or identify the position of something, like an order in a system. Common in customer service for searching records.
找到或识别某物的位置，例如系统中的订单。在客户服务中用于搜索记录很常见。
provide
To give or supply information when asked. It's polite to say this when sharing details like names or numbers.
在被要求时给出或提供信息。在分享姓名或数字等细节时，说这个是礼貌的。
confirm
To verify or make sure something is correct. Often used in conversations to double-check information.
验证或确保某事正确。通常在对话中使用，以双重检查信息。
associated with
Connected or linked to something, like an email linked to an order. Useful for explaining relationships in accounts.
连接或链接到某物，比如电子邮件链接到订单。有助于解释账户中的关系。
pull up
To retrieve or display information from a computer system quickly. Informal way to say 'access' in service calls.
从计算机系统中快速检索或显示信息。在服务调用中非正式地说 'access' 的方式。
details
Specific pieces of information, like name or address. Always ask for or give details to clarify situations.
姓名或地址等具体信息片段。始终请求或提供细节以澄清情况。
关键句型
需要记住和练习的重要短语
Hi there, I'm calling about an online order.
This is a polite greeting to start a phone call about a problem. Use 'Hi there' for friendly customer service talks; 'calling about' introduces the topic clearly.
这是一个礼貌的问候，用于开始关于问题的电话。用 'Hi there' 进行友好的客户服务对话；'calling about' 清楚地引入主题。
It was supposed to arrive last week, but I haven't received it yet.
Expresses expectation and disappointment. 'Supposed to' means 'expected to'; present perfect 'haven't received' shows an action not completed up to now. Useful for complaints.
表达了期待和失望。“Supposed to”意为“expected to”；现在完成时“haven't received”表示至今尚未完成的动作。有助于投诉。
To help me locate your order, could you please provide your order number?
A helpful request from service reps. 'Could you please' is polite for asking; shows purpose with 'to help me'. Practice this for professional inquiries.
服务代表的有帮助请求。'Could you please' 是礼貌的询问方式；用 'to help me' 显示目的。在专业询问中练习这个。
Certainly. The order number is #20230515-987654.
Polite agreement to provide info. 'Certainly' means 'of course'; state facts directly after. Good for responding positively in verification steps.
礼貌地同意提供信息。'Certainly' 意思是 '当然'；之后直接陈述事实。在验证步骤中积极回应很好。
And just to confirm, could you also provide the full name and email address associated with the order?
Builds on previous request with 'and just to confirm' for verification. 'Associated with' links info; use for security checks in orders.
基于之前的请求添加 'and just to confirm' 用于验证。'Associated with' 链接信息；用于订单的安全检查。
Got it. Just a moment while I pull up your details.
Acknowledges info and asks for time. 'Got it' means 'understood'; 'just a moment' is a common pause phrase. Shows efficiency in service dialogues.
确认信息并请求时间。'Got it' 意为 '明白了'；'just a moment' 是常见的停顿短语。显示服务对话中的高效性。