Handling an Order Mistake
The customer realizes there's an error in their order (e.g., wrong item, missing item) and brings it to the staff's attention for correction.
顾客发现订单有误（例如，点了错误的餐品，或漏了餐品），并告知工作人员进行纠正。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
mistake
An error or something done wrong. In this dialogue, it's used to politely point out an order error at a fast food place.
一个错误或做错的事情。在这个对话中，它被用来礼貌地指出快餐店的订单错误。
problem
An issue or difficulty. Staff use this to ask what went wrong, showing customer service politeness.
问题或困难。员工使用此词询问出了什么问题，显示客服礼貌。
ordered
Past tense of 'order,' meaning to request food or items. Useful for describing what you asked for in a restaurant.
'order'的过去式，意思是请求食物或物品。在描述你在餐厅中点的东西时有用。
receipt
A small paper or digital proof of purchase showing what you bought. Always keep it to fix order mistakes.
一张小的纸质或数字购买证明，显示你买了什么。始终保留它以修复订单错误。
apologies
A formal way to say 'sorry' for a mistake. Common in customer service to show regret.
一种正式表达“对不起”的方式，用于错误。常用于客服以示遗憾。
mix-up
A confusion or small error, often with orders or items. It's casual and used for accidental swaps.
一种混淆或小错误，通常与订单或物品有关。它是非正式的，用于意外交换。
corrected
Fixed or made right. In service situations, it means resolving an error quickly for the customer.
已修正或已改正。在服务情境中，它意味着为客户快速解决错误。
关键句型
需要记住和练习的重要短语
Excuse me, I just picked up my order, but I think there might be a mistake.
This polite sentence starts a conversation to report an issue. Use 'Excuse me' to get attention, and 'I think there might be' softens the complaint. Great for handling errors without being rude.
这个礼貌的句子用于开始对话报告问题。使用'Excuse me'来吸引注意力，'I think there might be'来缓和投诉。非常适合在不失礼的情况下处理错误。
Oh, I'm sorry to hear that. What seems to be the problem?
A customer service response showing empathy. 'I'm sorry to hear that' expresses regret, and the question invites details. Use this as staff to calm the customer and gather info.
一个显示共情的客服回应。'听到这个我很抱歉'表达了遗憾，问题邀请提供细节。作为员工使用此回应来安抚客户并收集信息。
I ordered a Fillet-O-Fish, but I got a McChicken instead.
This contrasts what was requested ('I ordered') with what was received ('but I got... instead'). It's a clear way to explain a wrong item; useful for any ordering mistake.
这对比了请求的内容（'I ordered'）与接收到的内容（'but I got... instead'）。这是解释错误物品的清晰方式；适用于任何订购错误。
Let me check for you. Do you have your receipt?
Offers help ('Let me check') and asks for proof. The structure is polite and action-oriented. Use in service roles to verify and solve problems efficiently.
提供帮助（‘我来帮您查一下’）并询问证明。结构礼貌且行动导向。在服务角色中使用，以高效验证和解决问题。
My apologies for the mix-up. We'll get that corrected for you right away.
Apologizes and promises quick action. 'My apologies' is formal politeness, and 'right away' means immediately. Ideal for reassuring customers during corrections.
道歉并承诺快速行动。'My apologies'是正式的礼貌表达，'right away'意思是立即。适合在更正过程中安抚客户。
Thank you! I appreciate it.
Expresses gratitude after help. 'I appreciate it' is a sincere way to say thanks. Use this to end interactions positively and build good relations.
在得到帮助后表达感激之情。「I appreciate it」是一种真诚的说谢谢的方式。使用这个来积极地结束互动并建立良好关系。
No problem at all. We'll have your correct order out to you in just a couple of minutes.
Downplays the issue ('No problem') and gives a timeline. 'In just a couple of minutes' reassures speed. Useful for service to keep customers happy.
淡化问题（'No problem'）并给出时间表。'In just a couple of minutes'保证速度。有助于服务保持客户满意。