Handling a Service Complaint
A customer calls or visits to express dissatisfaction with a recent service or product. The customer service representative needs to listen actively, apologize, gather details, and offer a resolution.
客户致电或亲自上门，表达对近期服务或产品的不满。客户服务代表需要积极倾听、道歉、收集详细信息并提出解决方案。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
complain
To complain means to express unhappiness or dissatisfaction about a problem or service. Use it when telling someone about an issue, like 'I want to complain about my order.'
抱怨意味着表达对问题或服务的 unhappy 或不满。使用它当告诉某人关于一个问题时，比如“我想抱怨我的订单。”
unreliable
Unreliable describes something that does not work consistently or cannot be trusted. For example, 'The internet is unreliable if it keeps disconnecting.' It's useful in complaints about products or services.
不可靠的描述了那些不能一致工作或无法信任的事物。例如，'如果互联网总是断开连接，它就是不可靠的。'它在对产品或服务的投诉中很有用。
apologize
To apologize means to say sorry for a mistake or problem. In customer service, say 'I'm sorry' to show empathy, like 'I apologize for the inconvenience.'
道歉意味着为错误或问题说对不起。在客户服务中，说“我很抱歉”来表达同理心，比如“我为造成的困扰道歉。”
frustrating
Frustrating means causing annoyance or irritation because something is not working as expected. Use it to describe feelings, e.g., 'This delay is frustrating.' Common in everyday conversations about problems.
Frustrating 意思是由于某事没有按预期运作而引起烦恼或刺激。用于描述感受，例如 '这个延误令人沮丧。' 在关于问题的日常对话中常见。
schedule
To schedule means to arrange or plan something for a specific time. In service contexts, say 'I can schedule a visit for tomorrow.' It's practical for appointments and meetings.
安排意味着为特定时间安排或规划某事。在服务上下文中，说“我可以为明天安排一次访问。”它对预约和会议很实用。
technician
A technician is a person skilled in repairing or maintaining equipment, like electronics or networks. Use it when requesting help, e.g., 'Send a technician to fix my computer.'
技术员是擅长修理或维护设备的人，例如电子设备或网络。在请求帮助时使用，例如“派一个技术员来修我的电脑。”
root cause
Root cause refers to the main or basic reason for a problem. In problem-solving, say 'We need to find the root cause.' It's useful in professional discussions to prevent future issues.
根本原因指的是问题的主要或基本原因。在问题解决中，可以说‘我们需要找到根本原因。’它在专业讨论中很有用，可以防止未来问题。
goodwill gesture
A goodwill gesture is a kind action or small compensation offered to make a customer happy after a problem. For example, 'As a goodwill gesture, we'll give you a discount.' Common in customer service to build loyalty.
善意举动是一种友好的行动或小额补偿，在问题发生后提供给客户以使其满意。例如，'作为善意举动，我们将给予您折扣。' 在客户服务中常见，用于建立忠诚度。
关键句型
需要记住和练习的重要短语
Good morning, thank you for calling Tech Solutions. My name is Emily, how may I help you today?
This is a standard greeting in customer service calls. It introduces the speaker politely and asks how to assist. Use it at the start of professional phone conversations to sound friendly and professional. The question 'how may I help you' is a polite way to offer help.
这是客户服务电话的标准问候语。它礼貌地介绍说话者并询问如何提供帮助。在专业电话对话的开始使用它，以听起来友好和专业。'how may I help you' 这个问题是一种礼貌地提供帮助的方式。
I'm so sorry to hear that, Michael. That's definitely not the experience we want you to have.
This sentence shows empathy and apology in response to a complaint. 'I'm so sorry to hear that' expresses regret, and the second part reassures the customer. Use it when handling complaints to calm the person and build trust. Note the use of 'definitely not' for emphasis.
这个句子在回应投诉时表现出同情和道歉。'听到这个消息，我非常抱歉'表达了遗憾，后半部分安慰客户。在处理投诉时使用它来安抚对方并建立信任。请注意'绝对不是'的使用以强调。
Could you please give me your account number so I can pull up your details?
This is a polite request for information. 'Could you please' makes it courteous, and 'pull up' means to access or retrieve on a computer. Useful in service roles when needing customer details. It demonstrates active listening and problem-solving steps.
这是一个礼貌的信息请求。「请问您能」使它显得礼貌，「调出」意味着在电脑上访问或检索。在需要客户详细信息的服务角色中很有用。它展示了积极倾听和问题解决步骤。
So, the issue is that your internet connection is frequently dropping, correct?
This sentence confirms understanding of the problem. 'So' summarizes, 'the issue is that' introduces the problem, and 'correct?' seeks agreement. Use it to verify details and avoid misunderstandings. It's a key pattern for effective communication in service interactions.
这个句子确认了对问题的理解。「So」总结，「the issue is that」引入问题，「correct?」寻求同意。使用它来验证细节并避免误解。这是服务互动中有效沟通的关键模式。
What I can do for you right now is schedule a technician to visit your home and thoroughly check the connection and equipment.
This offers a solution immediately. 'What I can do' introduces the action, and it uses present simple for current ability. Useful when resolving complaints by proposing next steps. The sentence structure shows clear, actionable help, which builds customer confidence.
这提供了即时的解决方案。“What I can do”引入了行动，使用现在简单时表示当前能力。在解决投诉时提出下一步很有用。句子结构显示了清晰、可操作的帮助，这能建立客户的信心。
Absolutely, Michael. Our technician will identify and resolve the root cause.
This reassures the customer with agreement and future action. 'Absolutely' means completely yes, and future tense 'will identify and resolve' promises results. Use it to confirm commitments. It's practical for maintaining positive relationships during problem resolution.
这通过同意和未来的行动来安慰客户。'Absolutely' 意味着完全同意，未来时态 'will identify and resolve' 承诺结果。使用它来确认承诺。在问题解决期间维持积极关系很实用。
Is there anything else I can assist you with today?
This is a closing question to check for more needs. 'Assist you with' is formal for 'help you.' Use it at the end of service calls to ensure all issues are addressed. It shows good customer care and politeness in professional English.
这是一个结束性问题，用于检查是否有更多需求。“助您一臂之力”是“帮助您”的正式表达。在服务通话结束时使用，以确保所有问题都得到解决。它展示了良好的客户关怀和专业英语中的礼貌。