Reporting a Service Outage
A customer calls to report an issue with their service, such as a power outage, water leak, or gas smell, and needs assistance.
客户致电报告他们的服务问题，例如停电、漏水或煤气味，需要协助。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
outage
A period when a utility service like electricity or water stops working. Use it when reporting problems with services, e.g., 'power outage'.
公用事业服务如电力或水停止工作的时期。报告服务问题时使用，例如“停电”。
report
To inform someone about a problem or incident. In customer service, say 'report an issue' when calling to describe a problem.
向某人报告问题或事件。在客户服务中，打电话描述问题时说‘report an issue’。
account number
A unique number assigned to your customer account for billing and service. Always provide it when contacting utility companies for quick help.
分配给您的客户账户的唯一号码，用于计费和服务。联系公用事业公司时，请始终提供它以获得快速帮助。
restore
To bring back something to its normal working condition. Use it for services, like 'restore power', when asking about fixing outages.
将某物恢复到其正常工作状态。用于服务，例如“恢复电力”，在询问修复中断时使用。
estimated
An approximate or guessed time or amount, not exact. Common in updates, e.g., 'estimated time of arrival' or restoration.
一个近似或猜测的时间或数量，不精确。在更新中常见，例如“预计到达时间”或恢复。
unplug
To disconnect an electrical device from the power source by pulling out the plug. Do this during outages to prevent damage.
通过拔出插头将电气设备从电源断开。在断电期间这样做以防止损坏。
appliances
Household machines or devices that use electricity, like refrigerators or microwaves. Refer to them when discussing home safety during outages.
家用机械或设备，使用电能，如冰箱或微波炉。在讨论停电期间的家庭安全时，请参考它们。
surges
Sudden, strong increases in electrical power that can damage devices. Mention them in contexts of protecting electronics after an outage.
电力的突然、强烈的增加，可能损坏设备。在断电后保护电子产品的情境中提及它们。
关键句型
需要记住和练习的重要短语
Hello, I'm calling to report a power outage at my address.
This is a polite opening for customer service calls about problems. It uses 'I'm calling to' for purpose and 'report' for stating the issue. Useful for starting inquiries clearly.
这是关于问题的客户服务电话的礼貌开场白。它使用 'I'm calling to' 表示目的，并使用 'report' 陈述问题。有助于清楚地开始询问。
Can I please have your full address and account number?
A polite request for information using 'Can I please have' to sound courteous. 'Full address' means complete details. Use this when needing customer verification in service calls.
使用“Can I please have”来礼貌请求信息，以听起来彬彬有礼。“Full address”意为完整的详细信息。在服务通话中需要客户验证时使用此表达。
I see there's an active outage reported for your area.
This informs the customer of the situation using present simple 'I see' and 'active' to mean ongoing. Helpful for agents to acknowledge and update; practice for empathy in responses.
这使用现在简单时态“I see”和“active”来表示正在进行的情况，向客户通报情况。有助于代理商承认和更新；练习在响应中表达共情。
Do you have an estimated time for restoration?
A question using 'Do you have' for yes/no inquiries and 'estimated time' for approximations. Use it to ask for timelines in service issues; shows practical follow-up.
一个使用 'Do you have' 进行 yes/no 询问和 'estimated time' 表示近似值的问句。用于询问服务问题中的时间表；显示实际跟进。
We're estimating power will be restored within the next three to four hours.
Future prediction with 'will be' and 'within' for time ranges. 'Estimating' softens certainty. Useful for giving updates; note the contraction 'We're' for natural speech.
使用 'will be' 和 'within' 进行时间范围的未来预测。'Estimating' 软化了确定性。有助于提供更新；注意缩写 'We're' 用于自然语言。
Should I do anything in the meantime, like unplugging appliances?
Asks for advice using modal 'should' for suggestions and 'in the meantime' for the waiting period. 'Like' introduces examples. Great for seeking safety tips during waits.
使用情态动词 'should' 寻求建议，以及 'in the meantime' 表示等待期。'Like' 引入例子。非常适合在等待期间寻求安全提示。
It's a good idea to unplug sensitive electronics to protect them from potential surges.
Gives advice with 'It's a good idea to' infinitive structure for recommendations. 'To protect' shows purpose. Use for explaining precautions; highlights infinitive of purpose grammar.
使用 'It's a good idea to' + 不定式结构给出建议，用于推荐。'To protect' 表示目的。用于解释预防措施；突出目的不定式语法。
Is there anything else I can assist you with today?
Polite closing question using 'Is there anything else' and 'can assist' for offers of help. Common in service calls to check for more needs; practice for professional endings.
使用 'Is there anything else' 和 'can assist' 的礼貌结束语提问。用于提供帮助。服务通话中常见，用于检查更多需求；专业结束语的练习。