Disputing a Charge
A customer believes there's an incorrect charge on their bill, such as a service they didn't use or an overcharge, and wants to dispute it.
客户认为他们的账单上有一笔错误的费用，例如他们未使用的服务或多收了费用，并希望提出异议。
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 you receive for services like electricity, water, or gas usage at home.
您收到的用于家庭电、水或煤气使用等服务的账单。
account number
A unique code or ID number that identifies your customer account with a company.
一个独特的代码或ID号码，用于识别您在公司中的客户账户。
electricity charge
The amount of money you pay for using electricity.
您为使用电力支付的金额。
consumption
The total amount of a resource, like electricity, that you have used over a period.
一段时间内您使用的资源（如电力）的总量。
meter
A device installed in your home that measures how much electricity or water you use.
安装在您家中，用于测量您使用多少电或水的设备。
estimated reading
A guessed measurement of usage when the company cannot read the actual meter.
当公司无法读取实际仪表时的使用量猜测测量。
overestimation
When a guess or estimate is higher than the actual amount.
当猜测或估计高于实际数量时。
credit
An amount of money subtracted from your bill as a refund or adjustment.
作为退款或调整，从您的账单中扣除的金额。
revised bill
An updated version of your bill after corrections have been made.
在进行修正后您的账单的更新版本。
关键句型
需要记住和练习的重要短语
Hello, I'm calling about my latest utility bill. I think there might be an error.
This is a polite way to start a phone call about a problem with a bill. Use it when you suspect a mistake. 'Might be' expresses possibility softly.
这是开始关于账单问题的电话的一种礼貌方式。当您怀疑有错误时使用它。'Might be' 柔和地表达可能性。
Can I please have your account number?
A customer service representative asks for identification details. 'Please' makes it polite. This is common in formal inquiries to verify identity.
客服代表要求提供身份细节信息。'Please' 使它变得礼貌。这是验证身份的正式询问中常见的。
The issue is with the electricity charge. It seems much higher than usual.
This describes the specific problem clearly. 'It seems' shows your opinion based on observation. Useful for explaining discrepancies in bills.
这清楚地描述了具体问题。'It seems' 显示了基于观察的你的意见。有助于解释账单中的差异。
I understand your concern.
This empathetic response shows you are listening. Use it in customer service to build trust. It's a simple way to acknowledge someone's worry.
这种共情的回应显示您在倾听。在客户服务中使用它来建立信任。这是承认某人担心的一种简单方式。
Could you confirm the dates the meter was read?
This politely asks for verification of information. 'Could you' is a soft request form. Helpful when checking details in disputes.
这礼貌地请求验证信息。'Could you' 是一种柔和的请求形式。在检查纠纷中的细节时很有帮助。
We can adjust the bill based on your current reading and issue a credit for the difference.
This explains a solution to a billing error. 'Adjust' means to change, and 'issue a credit' means to give a refund. Use in professional resolutions.
这解释了账单错误的解决方案。'Adjust' 意思是更改，'issue a credit' 意思是给予退款。在专业解决方案中使用。
You should receive a revised bill within 3-5 business days.
This informs about next steps and timing. 'Should' indicates expectation. Common in customer service to set clear expectations.
这告知了后续步骤和时间安排。'Should' 表示预期。在客户服务中常见，用于设定清晰的预期。
Is there anything else I can assist you with today?
A standard closing question in service calls to check for more needs. It shows helpfulness and ends the conversation politely.
服务通话中的标准结束问题，用于检查更多需求。它显示出乐于助人的态度，并礼貌地结束对话。