Understanding a High Bill
A customer calls the utility company because their latest bill is significantly higher than usual and they want to understand why.
客户致电公用事业公司，因为他们最近的账单比平时高出许多，他们想了解原因。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
utility bill
A bill for services like electricity, water, or gas from a public company. Use this when talking about payments for home services.
来自公共公司的服务账单，如电、水或煤气。在谈论家庭服务支付时使用此项。
account number
A unique number given to your customer account for identifying your records. Provide it when calling companies for help.
分配给您的客户账户的唯一号码，用于识别您的记录。在致电公司寻求帮助时提供它。
unusually high
Something higher than normal or expected. Use this to describe unexpected increases, like in prices or usage.
比正常或预期更高的东西。用于描述意外增加，例如价格或使用量。
breakdown
A detailed list showing parts of a total, like bill items. Ask for a breakdown to understand costs better.
显示总数的组成部分的详细列表，例如账单项目。请求明细以更好地理解成本。
stumped
Confused and unable to understand or solve something. Use it when you're puzzled by a situation.
困惑且无法理解或解决某事。当你对某种情况感到困惑时使用。
consumption
The amount of something used, like electricity. Common in bills to show how much energy you used.
某物使用量的多少，比如电力。在账单中常见，用于显示你使用了多少能源。
appliances
Household machines like refrigerators or washers that use electricity. Mention them when discussing energy use.
像冰箱或洗衣机这样的家用机器，使用电力。在讨论能源使用时提及它们。
heatwave
A period of very hot weather. Use this to explain reasons for higher cooling costs in summer.
一段非常炎热的天气时期。使用此来解释夏季冷却成本较高的原因。
关键句型
需要记住和练习的重要短语
How may I help you today?
A polite way for service reps to offer help. It's formal and open-ended, useful for starting customer service calls. Grammar: 'May' makes it polite and indirect.
服务代表提供帮助的礼貌方式。它正式且开放式，有助于启动客户服务电话。语法：'May' 使它礼貌且间接。
I'm calling about my latest utility bill. It seems unusually high, and I'm trying to understand why.
States the purpose of the call and the problem clearly. Useful for complaining or inquiring politely. It uses 'seem' for uncertainty and 'trying to' for ongoing effort.
清楚说明通话目的和问题。有助于礼貌地投诉或询问。使用 'seem' 表示不确定性，'trying to' 表示持续努力。
Can you please provide your account number or the service address?
Requests specific information needed to help. 'Please' adds politeness; 'or' gives options. Use this in service roles to gather details efficiently.
请求帮助所需的具体信息。“Please”增加礼貌；“or”提供选项。在服务角色中使用此句以高效收集详细信息。
Would you like me to go over the breakdown with you?
Offers to explain details step by step. 'Would you like' is polite for suggestions. Useful for confirming if the customer wants more info.
提供逐步解释细节的建议。“Would you like”是用于建议的礼貌表达。用于确认客户是否想要更多信息。
I haven't changed any of my habits, so I'm a bit stumped as to why it's so much higher.
Explains no personal changes and expresses confusion. 'So' connects ideas; 'as to' introduces reasons. Good for describing unexpected issues.
解释没有个人变化并表达困惑。'So'连接想法；'as to'引入原因。适合描述意外问题。
Did you have any new appliances running or perhaps an extended period of air conditioning use?
Asks about possible causes with examples. 'Or perhaps' suggests alternatives softly. Use in troubleshooting to identify problems.
询问可能的成因，并提供示例。「或者或许」柔和地建议备选方案。在故障排除中使用，以识别问题。
Ah, that makes sense. Thank you for clarifying that.
Shows understanding and gratitude. 'Ah' expresses realization; 'makes sense' means logical. Useful to acknowledge explanations positively.
显示理解和感激之情。'Ah'表达领悟；'makes sense'意为合乎逻辑。有助于积极地承认解释。
Is there anything else I can assist you with today?
Checks for more needs before ending. Polite closing question in service. 'Assist with' is formal for helping.
在结束前检查更多需求。服务中的礼貌结束问题。'Assist with' 是帮助的正式说法。