Addressing Delivery Issues (Damage/Missing Parts)
The customer discovers a damaged item or missing parts during or after delivery and needs to report the issue to the delivery team or the store for resolution.
顾客在配送期间或之后发现物品损坏或零件缺失，需要向配送团队或商店报告问题以寻求解决。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
scratched
Past tense of 'scratch', meaning a mark or cut on a surface, often from damage. Use it when describing issues with items like furniture.
'scratch'的过去式，意为表面上的划痕或切口，通常由损坏引起。在描述家具等物品问题时使用。
extent
The degree or size of something, like how bad a problem is. Common in customer service to ask for details about a issue.
某事物的程度或大小，比如问题有多严重。在客户服务中常见，用于询问问题细节。
noticeable
Easy to see or notice. Use this adjective to describe something obvious, like a visible damage on an item.
容易看到或注意到。用这个形容词来描述明显的东西，比如物品上可见的损坏。
transit
The process of transporting goods from one place to another. Often used in delivery contexts to explain how damage might occur.
将货物从一个地方运输到另一个地方的过程。通常在交付上下文中用于解释损坏可能发生的方式。
assembly
The act of putting together parts of furniture or items. Related to instructions for building something like a bookshelf.
将家具或物品的部件组装在一起的行为。与构建诸如书架之类的物品的说明相关。
exchange
To replace a faulty item with a new one. A polite way to request a swap in shopping or delivery situations.
用新品替换有故障的物品。在购物或配送情况下礼貌地请求更换的一种方式。
assess
To evaluate or judge the condition of something. Used in service calls to check damage before deciding on a solution.
评估或判断某物的状况。在服务呼叫中用于在决定解决方案之前检查损坏。
ship out
To send or mail items to a customer. A phrasal verb common in business for delivering replacement parts quickly.
向客户发送或邮寄物品。在商业中常见，用于快速交付替换零件。
关键句型
需要记住和练习的重要短语
I'm sorry to hear that, ma'am.
A polite apology in customer service. Use 'ma'am' for female customers to show respect. This expression builds rapport when handling complaints.
客服中的礼貌道歉。对女性客户使用 '女士' 以示尊重。此表达在处理投诉时有助于建立 rapport。
Could you please describe the extent of the scratch?
A question to get more details about a problem. Uses 'could you please' for politeness. Useful for clarifying issues in reports or calls.
一个用于获取问题更多细节的问题。使用 'could you please' 以示礼貌。在报告或通话中澄清问题很有用。
It looks like it happened during transit.
Explains the cause of damage. 'Looks like' softens the statement. Good for describing suspected reasons in complaints without blaming.
解释损坏的原因。'Looks like'使陈述柔和化。适合在投诉中描述疑似原因而不指责。
Could you send us a photo of the damage to our email?
Requests evidence politely. Includes specific details like email address. Essential in modern customer service for visual assessments.
礼貌地请求证据。包括电子邮件地址等具体细节。在现代客户服务中对于视觉评估至关重要。
We can ship those out to you immediately.
Offers a quick solution. 'Ship out' means to send. Use this to assure customers of fast action in delivery problems.
提供快速解决方案。“Ship out”意思是发送。使用此来向客户保证在交付问题上的快速行动。
Would you like us to proceed with shipping those out?
Seeks confirmation before acting. 'Proceed with' means to continue. Polite way to confirm customer approval in service interactions.
在行动前寻求确认。'Proceed with' 意为继续。在服务互动中确认客户批准的礼貌方式。
I'd prefer an exchange if possible.
Expresses a preference politely. 'If possible' adds flexibility. Useful when requesting options like replacement over repair.
礼貌地表达偏好。'如果可能'增加了灵活性。在请求像更换而不是修理这样的选项时有用。
Is there anything else I can assist you with today?
Standard closing question in service calls. Checks for more needs. Helps end conversations professionally and ensures satisfaction.
服务通话中的标准结束问题。检查更多需求。有助于专业地结束对话并确保满意度。