跟进投诉状态
Following Up on a Complaint Status
顾客希望查询之前提交的投诉的进展或解决方案，期望服务提供商给出更新。
对话轮次
10
预计时长
5 分钟
场景
投诉申诉
完整对话内容
以下是该情境的完整英语对话，包含中英文对照和重点解析
👩
学习者
第 1 轮
Hi, I'm calling to follow up on a complaint I filed last week regarding my internet service. My reference number is #XYZ789.
English
您好，我打电话是想跟进我上周就网络服务提出的投诉。我的参考编号是 #XYZ789。
中文翻译
👨
Service Representative
第 2 轮
Certainly, let me pull up that information for you. Just a moment, please. Okay, I see your complaint here regarding intermittent service disruptions.
English
好的，我来帮您查一下信息。请稍等。好的，我看到您关于间歇性服务中断的投诉了。
中文翻译
👩
学习者
第 3 轮
Yes, that's right. I was wondering what the status is. Has there been any progress or a resolution?
English
是的，没错。我想知道现在的进展如何。有什么进展或者解决方案了吗？
中文翻译
👨
Service Representative
第 4 轮
Our technical team has been investigating the issue. It appears there was a local network congestion problem affecting your area. We've implemented a temporary fix, and a permanent upgrade is scheduled for next month.
English
我们的技术团队一直在调查这个问题。看来是您所在区域出现了本地网络拥堵问题。我们已经实施了临时修复，永久升级定于下个月进行。
中文翻译
👩
学习者
第 5 轮
A temporary fix? So, is my internet stable now, or could the problem reoccur?
English
临时修复？那我的网络现在稳定了吗，还是问题可能会再次发生？
中文翻译
👨
Service Representative
第 6 轮
The temporary fix should stabilize your connection for now. We expect minimal to no further disruptions until the permanent upgrade. We're also crediting your account for part of this month's service as an apology for the inconvenience.
English
临时修复应该能暂时稳定您的连接。我们预计在永久升级之前，中断会非常少甚至没有。作为给您带来不便的歉意，我们还会将本月的部分服务费计入您的账户。
中文翻译
👩
学习者
第 7 轮
That's good to hear about the credit. And will I be notified when the permanent upgrade is completed?
English
听到有补偿真是太好了。那永久升级完成后会通知我吗？
中文翻译
👨
Service Representative
第 8 轮
Yes, absolutely. We'll send you an email notification once the network upgrade in your area is finished. Is there anything else I can assist you with today regarding this complaint?
English
是的，当然会。您所在区域的网络升级完成后，我们会给您发送电子邮件通知。关于这个投诉，今天还有其他我可以协助您的吗？
中文翻译
👩
学习者
第 9 轮
No, that's all for now. Thank you for the update and for addressing the issue.
English
不，暂时就这些了。谢谢您的更新，也谢谢您解决了问题。
中文翻译
👨
Service Representative
第 10 轮
You're most welcome. Have a good day!
English
非常欢迎。祝您有愉快的一天！
中文翻译
🎯
对话学习完成
结合右侧的词汇和句型解析，加深理解和记忆
重点词汇
complaint
投诉
A complaint is when you express dissatisfaction about a product or service to get it fixed. Use it when reporting problems, like 'I want to file a complaint.'
中文解释
投诉是指你对产品或服务表达不满，以使其得到修复。用于报告问题时使用，例如“我想提交投诉。”
follow up
跟进
To follow up means to check on the progress of something you started earlier. It's useful in business or customer service, like 'I'll follow up on that email.'
中文解释
跟进意味着检查你之前开始的事情的进展情况。这在商业或客户服务中很有用，比如“我会跟进那封邮件。”
reference number
参考编号
A reference number is a unique code to identify your case or order. Always mention it when inquiring about previous issues, like 'My reference number is XYZ123.'
中文解释
参考编号是一个唯一的代码，用于识别您的案例或订单。在询问以前的问题时，始终提及它，例如‘我的参考编号是 XYZ123。’
intermittent
间歇的
Intermittent means happening sometimes but not always, like occasional problems. Use it for unreliable services, such as 'intermittent internet connection.'
中文解释
间歇的意味着有时发生但不是总是发生，就像偶发问题一样。将它用于不可靠的服务，例如'间歇性互联网连接'。
disruptions
中断
Disruptions are interruptions that stop normal activity. Common in tech contexts, like 'service disruptions during peak hours.'
中文解释
中断是停止正常活动的干扰。在技术上下文中常见，比如'高峰期服务中断'。
congestion
拥塞
Congestion means overcrowding or too much traffic, like in networks or roads. In this context, it's 'network congestion' causing slow internet.
中文解释
拥塞意味着过度拥挤或交通过多，比如在网络或道路上。在这种上下文中，它指的是'网络拥塞'，导致互联网速度变慢。
temporary fix
临时修复
A temporary fix is a short-term solution to a problem, not permanent. Use it when something is patched quickly, like 'a temporary fix for the bug.'
中文解释
临时修复是一种针对问题的短期解决方案，不是永久性的。当某事被快速修补时使用它，例如“针对该错误的临时修复”。
permanent upgrade
永久升级
A permanent upgrade is a lasting improvement to a system or service. It's the opposite of temporary, like upgrading software forever.
中文解释
永久升级是对系统或服务的持久改进。它与临时升级相反，例如永久升级软件。
crediting
贷记
Crediting means adding money back to an account as compensation. Useful in complaints, like 'We're crediting your account for the inconvenience.'
中文解释
贷记是指作为补偿将资金重新添加到账户中。在投诉中很有用，例如“我们因给您带来的不便而向您的账户贷记。”
inconvenience
不便
Inconvenience is a minor trouble or annoyance caused to someone. Often used politely in apologies, like 'Sorry for the inconvenience.'
中文解释
不便是一种给某人带来的轻微麻烦或烦恼。通常在道歉中礼貌使用，例如'对不起，给您带来不便。'
重点句型
"Hi, I'm calling to follow up on a complaint I filed last week regarding my internet service. My reference number is #XYZ789."
"你好，我打电话是为了跟进上周我提交的关于我的互联网服务的投诉。我的参考号是 #XYZ789。"
重点句型
语法解析
This sentence is useful for starting a follow-up call. It uses 'follow up on' to check progress and includes key details like reference number. Practice for polite inquiries; 'regarding' means 'about'.
中文解析
这个句子对于开始跟进电话很有用。它使用 'follow up on' 来检查进度，并包括参考号等关键细节。练习礼貌询问；'regarding' 意思是 'about'。
"Certainly, let me pull up that information for you. Just a moment, please."
"当然，我来为您调取那个信息。请稍等片刻。"
重点句型
语法解析
A polite response from service reps. 'Pull up' means retrieve on a computer. 'Just a moment' is a common phrase to ask for time. Use it to sound professional and helpful.
中文解析
服务代表的礼貌回应。'Pull up' 意思是在电脑上检索信息。'Just a moment' 是请求时间时常用的表达。使用它可以听起来专业且乐于助人。
"I was wondering what the status is. Has there been any progress or a resolution?"
"我想知道当前状态如何。有没有进展或解决吗？"
重点句型
语法解析
This asks for updates naturally. 'I was wondering' softens the question. 'Status' means current situation; 'progress' and 'resolution' show inquiry patterns. Great for checking complaint status.
中文解析
这自然地询问更新。'I was wondering' 柔化了问题。'Status' 表示当前情况；'progress' 和 'resolution' 显示了询问模式。非常适合检查投诉状态。
"Our technical team has been investigating the issue. It appears there was a local network congestion problem affecting your area."
"我们的技术团队一直在调查这个问题。看来是本地网络拥塞问题影响了您的区域。"
重点句型
语法解析
Explains the problem professionally. Present perfect continuous 'has been investigating' shows ongoing action. 'It appears' means 'it seems'. Useful for giving updates in service roles.
中文解析
专业地解释问题。现在完成进行时 'has been investigating' 表示持续行动。'It appears' 意思是 'it seems'。在服务角色中提供更新很有用。
"We've implemented a temporary fix, and a permanent upgrade is scheduled for next month."
"我们已经实施了一个临时修复，永久升级计划安排在下个月。"
重点句型
语法解析
Reports actions taken. 'Implemented' means put into effect; passive 'is scheduled' for future plans. This sentence pattern reassures customers about solutions.
中文解析
报告采取的行动。'Implemented' 意味着生效；被动语态 'is scheduled' 用于未来计划。这种句子模式让客户对解决方案感到放心。
"The temporary fix should stabilize your connection for now. We expect minimal to no further disruptions until the permanent upgrade."
"临时修复应该能暂时稳定您的连接。我们预计在永久升级之前，不会再有小到没有的进一步中断。"
重点句型
语法解析
Gives reassurance. 'Should' expresses expectation; 'minimal to no' means very little or none. Useful for explaining expected outcomes in complaints.
中文解析
提供安慰。「should」表示预期；「minimal to no」意为非常少或没有。在解释投诉中的预期结果时有用。
"We're also crediting your account for part of this month's service as an apology for the inconvenience."
"我们还将本月服务费的一部分记入您的账户，作为对不便之处的道歉。"
重点句型
语法解析
Offers compensation politely. 'As an apology' explains the reason. This is a common way to end complaints positively; learn for customer service scenarios.
中文解析
礼貌地提供补偿。'作为道歉'解释了原因。这是积极结束投诉的常见方式；在客户服务场景中学习。
"Yes, absolutely. We'll send you an email notification once the network upgrade in your area is finished."
"是的，绝对的。我们会在您所在地区的网络升级完成后，通过电子邮件发送通知给您。"
重点句型
语法解析
Confirms action strongly. 'Absolutely' emphasizes yes; 'once' means after. Future 'will send' for promises. Use to assure customers of follow-through.
中文解析
强烈确认行动。'Absolutely' 强调 yes；'once' 意思是 after。将来的 'will send' 用于承诺。用于向客户保证后续跟进。
"Is there anything else I can assist you with today regarding this complaint?"
"关于这个投诉，今天还有什么我可以帮助您的吗？"
重点句型
语法解析
Standard closing question. 'Assist you with' is polite help offer; 'regarding' specifies topic. Essential for service reps to check if more help is needed.
中文解析
标准结束语问题。'Assist you with'是礼貌的帮助提议；'regarding'指定主题。服务代表检查是否需要更多帮助至关重要。
"No, that's all for now. Thank you for the update and for addressing the issue."
"不，现在就到这里。感谢您的更新和解决问题。"
重点句型
语法解析
Polite way to end the call. 'That's all for now' means no more questions. Expresses gratitude; useful for customers wrapping up conversations.
中文解析
礼貌地结束通话的方式。'现在就到这里'意味着没有更多问题。表达感激之情；对客户结束对话很有用。