Reporting a Lost or Damaged Item
A customer contacts the post office or courier service's customer support to report a missing package or an item that arrived damaged, initiating a claim.
顾客联系邮局或快递公司的客服，报告包裹丢失或物品损坏，并启动索赔流程。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
missing package
A package that was supposed to arrive but did not reach the recipient. Use this when reporting something lost in delivery services.
原本应该到达但未送达收件人的包裹。在报告物流服务中丢失物品时使用。
tracking number
A unique code used to follow the location and status of a shipped package. Always have this ready when contacting customer support.
用于跟踪已寄出包裹的位置和状态的唯一代码。联系客户支持时，请始终准备好此代码。
delivered
Means the package has been handed over to the recipient or left at the address. Check this status on tracking apps.
表示包裹已交给收件人或留在地址处。在跟踪应用中检查此状态。
investigation
An official check or inquiry into a problem, like a lost item. Services use this to find out what happened.
对问题的正式检查或调查，例如丢失的物品。服务使用此来找出发生了什么。
claim
A formal request for compensation or replacement for a lost or damaged item. File a claim to get your money back.
针对丢失或损坏物品的赔偿或更换的正式请求。提交索赔以取回您的钱款。
reference number
A special code given for your claim or inquiry, used to track progress later. Keep it safe for follow-ups.
这是为您提供的索赔或查询的特殊代码，用于后续跟踪进度。请妥善保管以便后续跟进。
estimated value
An approximate worth of the item. Provide this when making a claim to help determine compensation.
物品的大致价值。在提出索赔时提供此信息，以帮助确定赔偿。
关键句型
需要记住和练习的重要短语
I'm calling to report a missing package.
This is a polite way to start a call about a lost item. Use it to clearly state your purpose. 'Report' means to inform officially, and 'missing package' specifies the problem.
这是开始关于丢失物品的电话的一种礼貌方式。用它来清楚地陈述你的目的。「Report」意思是正式告知，「missing package」指定了问题。
Could you please provide your tracking number?
A helpful question from customer service to get details. 'Could you please' is a polite request form. Use this when you need information from someone.
客服用于获取详细信息的有用问题。'Could you please' 是一种礼貌的请求形式。当您需要从某人那里获取信息时，请使用此形式。
The sender told me it was shipped last Tuesday.
This gives background details. 'Shipped' means sent via mail. Use past tense like 'was shipped' for completed actions, and time words like 'last Tuesday' for specificity.
这提供了背景细节。“Shipped”意思是通过邮件发送。使用像“was shipped”这样的过去时表示已完成的操作，以及像“last Tuesday”这样的时间词来表示具体性。
We need to open a formal investigation.
Explains the next step in handling a complaint. 'Open' here means to start. Use this in service contexts to show official action is being taken.
解释处理投诉的下一步。在这里，'Open' 意味着开始。在服务上下文中使用此项，以显示正在采取官方行动。
Do you want to proceed with a missing item claim?
Asks for confirmation to continue. 'Proceed with' means to go ahead. This is useful for getting customer agreement before formal steps.
询问继续确认。「Proceed with」意思是继续进行。这在正式步骤前获取客户同意很有用。
What information do you need from me for the claim?
A direct question to understand requirements. Use 'what...do you need' for asking about necessary details. Good for any service interaction.
一个直接的问题来理解要求。使用 'what...do you need' 来询问必要的细节。适用于任何服务互动。
You'll receive an email with the claim reference number within 24 hours.
Informs about future actions. Future tense 'will receive' predicts what happens next. 'Within 24 hours' specifies time, useful for setting expectations.
通知未来的行动。将来时 'will receive' 预测接下来会发生什么。'Within 24 hours' 指定时间，有助于设定期望。
Is there anything else I can assist you with today?
A closing question to check for more help. Polite and professional. Use this at the end of customer service calls to offer further support.
一个用于检查是否需要更多帮助的结束问题。礼貌且专业。在客户服务通话结束时使用，以提供进一步支持。