Internet Service Repair
Reporting internet connectivity issues to service provider and troubleshooting over the phone
向服务提供商报告网络连接问题并通过电话排除故障
情境
选择 5 个对话s 进行练习
Initial Service Report
The customer calls the internet service provider to report a complete loss of internet connection, explaining the basic symptoms and confirming device status.
客户致电互联网服务提供商，报告互联网完全断开连接，解释基本症状并确认设备状态。
Troubleshooting over the Phone: Router Reset
The customer support representative guides the customer through basic troubleshooting steps, such as power cycling their modem and router, and checking cable connections.
客户支持代表指导客户进行基本的故障排除步骤，例如重启光猫和路由器，并检查电缆连接。
Troubleshooting over the Phone: Led Status Check
The customer is asked to describe the status of indicator lights on their modem/router to help diagnose the issue (e.g., solid green, blinking red).
客户被要求描述其光猫/路由器上指示灯的状态，以帮助诊断问题（例如，常亮绿灯，闪烁红灯）。
Scheduling a Technician Visit
After remote troubleshooting fails, the customer service representative schedules a technician to visit the customer's home to investigate and fix the internet issue.
远程故障排除失败后，客户服务代表安排技术人员上门拜访客户解决网络问题。
Follow-up Call After Service
The service provider calls the customer to confirm if the internet service has been restored and if they are satisfied with the repair.
服务提供商致电客户，确认网络服务是否已恢复，以及客户是否对维修服务满意。