Damaged Package Claim
The customer receives a package that is visibly damaged and needs to report the issue to the courier service to file a claim or request a replacement.
顾客收到一个明显损坏的包裹，需要向快递服务报告问题以提出索赔或要求更换。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
visibly
Means something can be seen clearly with your eyes, like obvious damage on a package. Use it to describe things that are easy to notice.
意味着可以用眼睛清楚地看到某物，比如包装上的明显损坏。用它来描述容易注意到的东西。
damaged
Refers to something that is broken or harmed, like a package that arrived in bad condition. Common in complaints about deliveries.
指损坏或受伤的事物，例如一个到达时状况不好的包裹。在关于交付的投诉中常见。
tracking number
A unique code used to follow the location and status of a package during delivery. Always provide it when reporting issues to customer service.
用于在交付过程中跟踪包裹的位置和状态的唯一代码。在向客服报告问题时，请始终提供它。
crushed
Means squished or pressed so hard that it's flattened or deformed, often used for boxes or items that got smashed in transit.
意思是被挤压或压得非常用力，以至于变平或变形，通常用于运输中被砸扁的盒子或物品。
claim
A formal request for compensation or replacement due to damage or loss. In delivery contexts, it's like filing a report to get your money back.
由于损坏或丢失而提出的赔偿或更换的正式请求。在交付情境中，这就像提交报告以取回您的钱。
submit
To send or provide information officially, like emailing photos for a claim. Use it when handing in documents or forms.
正式发送或提供信息，例如为索赔通过电子邮件发送照片。在提交文档或表格时使用。
replacement
A new item given instead of the damaged one. Often an option in customer service for faulty products or deliveries.
代替损坏物品提供的全新物品。通常是客户服务中针对有缺陷产品或交付的选项。
refund
Money returned to you because of a problem with the purchase or delivery. Request it when a replacement isn't possible.
由于购买或交付问题而退还给您的资金。当无法更换时，请申请。
关键句型
需要记住和练习的重要短语
Hi, I received a package today and it's visibly damaged. I need to report an issue.
This is a polite way to start a complaint call. It states the problem clearly and asks to report it. Useful for opening conversations about delivery problems; note the simple present tense for current issues.
这是开始投诉电话的一种礼貌方式。它清楚地陈述问题并要求报告。适用于开启关于交付问题的对话；注意简单现在时用于当前问题。
I'm sorry to hear that, ma'am. Can I please get your tracking number?
A customer service response showing empathy and politely requesting information. 'I'm sorry to hear that' softens the interaction; use 'ma'am' for female customers. The question uses 'can I please' for courteous requests.
一个展示同情并礼貌请求信息的客服响应。'听到这个消息我很遗憾'缓和了互动；对女性客户使用'女士'。问题使用'请问我能'来礼貌请求。
The box is crushed on one side, and it looks like something inside might be broken.
Describes the damage in detail to help the listener understand. Uses 'looks like' for speculation and 'might be' for possibility. Helpful when explaining problems over the phone; connects ideas with 'and'.
详细描述损坏以帮助听者理解。使用 'looks like' 表示推测，'might be' 表示可能性。在电话中解释问题时很有帮助；用 'and' 连接想法。
I've taken photos already. How do I submit them for a claim?
Shows preparation and asks for next steps. Present perfect 'I've taken' indicates a completed action; 'how do I' is a common way to ask for instructions. Practical for following up on reports.
显示准备并询问下一步。现在完成时 'I've taken' 表示完成的行动；'how do I' 是询问指示的常见方式。适用于报告的跟进。
You can email them to our claims department at [email protected].
Gives clear instructions on how to proceed. 'You can' suggests a possible action; includes specific details like email address. Use this pattern to guide someone through a process.
提供关于如何继续的明确指示。'You can' 暗示一种可能的行动；包括像电子邮件地址这样的具体细节。使用此模式来指导某人完成一个过程。
Yes, once we receive the photos, our claims team will review them.
Explains the timeline and process using future tense 'will review' after 'once' for sequence. Useful for reassuring customers about what happens next in a claim.
使用 'once' 后的将来时 'will review' 解释时间线和流程，以表示顺序。有助于安抚客户关于理赔下一步会发生什么。
They'll contact you within 2-3 business days to discuss options, which may include a replacement or a refund.
Outlines expected follow-up and possibilities with 'may include' for options. 'Within' specifies time frame; relative clause 'which may include' adds details. Great for setting expectations in service talks.
概述了预期的后续行动和可能性，使用“may include”表示选项。“Within”指定了时间框架；关系从句“which may include”添加了细节。在服务对话中设置期望非常好。
You're welcome. Is there anything else I can assist you with today?
Standard closing phrase in customer service. 'You're welcome' responds to thanks; the question checks for more help using 'can assist' for offers. Use to end conversations politely.
客服的标准结束语。'不客气'回应感谢；问题检查是否有更多帮助，使用'可以帮助'表示提供。用以礼貌地结束对话。