Dealing with a Consumer Complaint
A customer calls a company's customer service department to complain about a faulty product or unsatisfactory service and seeks a resolution or refund.
一位顾客致电公司客服部门，投诉产品故障或服务不满意，并寻求解决方案或退款。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
issue
A problem or concern, often used politely when complaining about something like a product or service.
一个问题或担忧，通常在礼貌地抱怨产品或服务等事情时使用。
troubleshooting
The process of finding and fixing problems with a device or system, like checking connections or restarting.
查找并修复设备或系统问题的过程，例如检查连接或重新启动。
defective
Something that has a flaw or doesn't work correctly from the start, often used for faulty products.
某种从一开始就有缺陷或无法正确工作的事物，通常用于描述有故障的产品。
refund
The return of money paid for a product or service, usually when there's a problem and you want your money back.
为产品或服务支付的钱的退还，通常当出现问题并且您想要拿回您的钱时。
replacement
A new item given in exchange for a faulty one, allowing you to get a working version instead of money back.
用以交换有故障物品的新物品，让您获得一个可用的版本而不是退款。
factory reset
Restoring a device to its original settings, erasing all data to fix software issues.
将设备恢复到原始设置，擦除所有数据以修复软件问题。
frozen
When a screen or device stops working and doesn't respond, like being stuck or unresponsive.
当屏幕或设备停止工作且无响应时，就像卡住或无响应一样。
关键句型
需要记住和练习的重要短语
I'm calling about an issue with a product I purchased from your website last week.
This is a polite way to start a complaint call; use it to introduce your problem clearly, including details like when you bought it. The past tense 'purchased' shows completed action.
这是开始投诉电话的一种礼貌方式；使用它来清楚地介绍您的问题，包括像什么时候买的这样的细节。过去时 'purchased' 表示已完成的动作。
Can you please tell me more about what's wrong with the product?
A customer service question to gather details; it's useful for service reps to ask politely with 'please' and 'what's wrong' to understand the issue. The contraction 'what's' makes it natural.
一个客户服务问题，用于收集细节；这对服务代表来说很有用，他们可以用“please”和“what's wrong”礼貌地询问以了解问题。缩写“what's”使它听起来自然。
It stopped responding to commands entirely after just three days.
Describes a product failure; useful for explaining problems with specifics like time ('after just three days') and adverbs ('entirely') to emphasize severity.
描述产品故障；用于解释问题，使用如时间（“短短三天后”）和副词（“完全”）的具体细节来强调严重性。
Have you tried troubleshooting it, like restarting the device or checking your internet connection?
Suggests basic fixes before escalation; the present perfect 'have you tried' checks past actions, and 'like' gives examples, common in tech support.
建议在升级前进行基本修复；现在完成时 'have you tried' 检查过去行动，'like' 给出例子，在技术支持中常见。
I've tried everything in the manual, even a factory reset, but nothing works.
Shows you've attempted solutions; present perfect 'I've tried' indicates recent efforts, and 'even' highlights extra steps, useful when proving the problem persists.
显示您已经尝试了解决方案；现在完成时 'I've tried' 表示最近的努力，而 'even' 突出了额外的步骤，这在证明问题持续存在时很有用。
We can certainly arrange for a replacement or a full refund. Which would you prefer?
Offers options in customer service; 'certainly' shows confidence, and 'which would you prefer' politely seeks preference, a key pattern for resolutions.
在客户服务中提供选项；'certainly' 显示自信，而 'which would you prefer' 礼貌地询问偏好，这是解决方案的关键模式。
I'd prefer a full refund, please. I've lost confidence in this particular model.
States your choice clearly; 'I'd prefer' is a polite way to express preference over 'I want,' and explains reason, helpful in negotiations.
清楚地陈述你的选择；'I'd prefer' 是比 'I want' 更礼貌地表达偏好的方式，并解释原因，有助于谈判。
It should appear in your account within 3-5 business days.
Gives a timeline for action; 'should' expresses expectation, and 'within' means 'in less than or up to,' common for processing times like refunds.
提供行动时间表；'should'表达期望，'within'表示'少于或最多'，常见于处理时间如退款。