跟进服务请求
Following Up on a Service Request
客户回电查询此前报告的问题或技术人员上门服务的状态，或询问预计解决时间。
对话轮次
12
预计时长
6 分钟
场景
网络故障报修
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 service request I submitted earlier this week. My internet has been out since Tuesday.
English
你好，我打电话是想跟进我本周早些时候提交的服务请求。我的网络从周二开始就断了。
中文翻译
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Service Representative
第 2 轮
Certainly, I can help you with that. Could you please provide me with your account number or the service request number if you have it?
English
当然，我很乐意帮助您。请您提供您的账户号码，如果您有服务请求号码的话也请提供给我。
中文翻译
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学习者
第 3 轮
Yes, my account number is 123456789. I don't have the service request number handy, unfortunately.
English
好的，我的账户号码是123456789。不幸的是，我手头没有服务请求号码。
中文翻译
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Service Representative
第 4 轮
No problem, I can look it up with your account number. One moment please... Ah, I see it here. Your service request, ID 987654, was opened on Tuesday regarding a complete loss of internet connection.
English
没问题，我可以用您的账户号码查到。请稍等片刻……嗯，我看到了。您的服务请求，ID 987654，是周二开的，关于您的网络完全中断的问题。
中文翻译
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学习者
第 5 轮
That's right. Do you have any updates on when a technician might be able to come out? It's been a few days now.
English
没错。您有没有关于技术人员何时能来的最新消息？已经好几天了。
中文翻译
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Service Representative
第 6 轮
Let me check the status. It shows here that a technician is scheduled to visit your location tomorrow, August 18th, between 10 AM and 12 PM.
English
我来查一下状态。这里显示技术人员已安排在明天，即8月18日上午10点到中午12点之间，上门为您服务。
中文翻译
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学习者
第 7 轮
Oh, that's great news! I hadn't received a confirmation. Will I get a call or text before they arrive?
English
哦，那真是个好消息！我还没有收到确认。他们到达之前会给我打电话或发短信吗？
中文翻译
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Service Representative
第 8 轮
Yes, the technician will call you approximately 30 minutes before their arrival. I'll also send an email confirmation to your registered email address with the appointment details right after this call.
English
是的，技术人员会在到达前大约30分钟给您打电话。通话结束后我也会立即将预约详情发送到您注册的邮箱，作为邮件确认。
中文翻译
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学习者
第 9 轮
Perfect, thank you so much for your help! I really appreciate it.
English
太好了，非常感谢您的帮助！我真的很感激。
中文翻译
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Service Representative
第 10 轮
You're most welcome. Is there anything else I can assist you with today?
English
不客气。还有什么我可以帮助您的吗？
中文翻译
👩
学习者
第 11 轮
No, that's all for now. Have a good day!
English
没有了，暂时就这些。祝您有个愉快的一天！
中文翻译
👨
Service Representative
第 12 轮
You too. Goodbye!
English
您也是。再见！
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
follow up
跟进
To check or ask for more information about something that happened before, like a previous request. Use this when you want updates on a service or issue.
中文解释
检查或询问之前发生的事情的更多信息，例如之前的请求。当您想要服务或问题的更新时，使用此功能。
service request
服务请求
A formal report or ticket you submit to a company for help with a problem, like fixing internet. Common in customer service situations.
中文解释
您提交给公司的正式报告或工单，以寻求问题帮助，例如修复互联网。在客户服务情况下常见。
account number
账户号码
A unique number that identifies your customer account with a company, used to access your information quickly.
中文解释
一个唯一号码，用于识别您在公司中的客户账户，用于快速访问您的信息。
technician
技术员
A skilled worker who fixes technical problems, such as internet or equipment issues. Use this term when asking about repair visits.
中文解释
一名熟练的工人，修理技术问题，例如互联网或设备问题。在询问维修访问时使用此术语。
scheduled
已安排
Planned or arranged for a specific time. Often used for appointments, like 'a technician is scheduled to come tomorrow.'
中文解释
为特定时间计划或安排的。通常用于预约，例如“技术员安排明天来”。
confirmation
确认
Official proof or notice that something is set, like an email verifying an appointment. Useful for ensuring details are correct.
中文解释
官方证明或通知，表示某事已确定，例如验证预约的电子邮件。有助于确保细节正确。
appreciate
感激
To feel grateful for someone's help or kindness. A polite way to say thank you in professional conversations.
中文解释
对某人的帮助或善意感到感激。在专业对话中礼貌地说谢谢的方式。
重点句型
"Hi, I'm calling to follow up on a service request I submitted earlier this week."
"嗨，我打电话是为了跟进我本周早些时候提交的服务请求。"
重点句型
语法解析
This is a polite way to start a follow-up call. It uses 'follow up on' to mean checking status, and 'submitted' shows past action. Useful for customer service inquiries to get quick attention.
中文解析
这是开始跟进电话的礼貌方式。它使用 'follow up on' 来表示检查状态，'submitted' 显示过去的行为。有助于客户服务查询以获得快速关注。
"Could you please provide me with your account number or the service request number if you have it?"
"如果您有的话，能否提供您的账户号码或服务请求号码？"
重点句型
语法解析
A courteous request for information. 'Could you please' makes it polite, and 'if you have it' softens the ask. Grammar: conditional 'could' for requests. Use when needing details from a customer.
中文解析
礼貌的信息请求。'Could you please' 使其礼貌，'if you have it' 缓和了请求。语法：条件式 'could' 用于请求。在需要客户细节时使用。
"No problem, I can look it up with your account number."
"没问题，我可以用你的账户号码查询。"
重点句型
语法解析
Reassures the caller that it's easy to help. 'Look it up' means search in a database. Useful in service roles to build trust; present tense shows immediate action.
中文解析
让来电者放心，帮助很容易。'Look it up' 意味着在数据库中搜索。在服务角色中用于建立信任；现在时表示即时行动。
"Do you have any updates on when a technician might be able to come out?"
"您有关于技术员何时能来的更新吗？"
重点句型
语法解析
Asks for progress on a repair. 'Updates on' means new information, 'might be able to' expresses possibility politely. Great for following up on timelines in service calls.
中文解析
询问维修进度。'Updates on' 意为新信息，'might be able to' 礼貌地表达可能性。非常适合跟进服务电话的时间表。
"It shows here that a technician is scheduled to visit your location tomorrow."
"这里显示，一名技术人员计划明天访问您的位置。"
重点句型
语法解析
Provides status update. Passive-like structure with 'is scheduled to' for future plans. Useful for informing customers of appointments; includes time details for clarity.
中文解析
提供状态更新。使用 'is scheduled to' 的类似被动结构，用于未来计划。有助于通知客户预约；包含时间细节以提高清晰度。
"Will I get a call or text before they arrive?"
"他们到达前我会接到电话或短信吗？"
重点句型
语法解析
Seeks confirmation of next steps. Simple future question with 'will' for predictions. Practical for ensuring communication in service scenarios.
中文解析
寻求下一步的确认。使用 'will' 的简单将来时疑问句，用于预测。在服务场景中确保沟通很实用。
"Perfect, thank you so much for your help! I really appreciate it."
"完美，非常感谢你的帮助！我真的很感激。"
重点句型
语法解析
Expresses strong thanks at the end of a call. 'So much' emphasizes gratitude, 'appreciate it' is idiomatic. Use to politely close positive interactions.
中文解析
在通话结束时表达强烈的感谢。'So much'强调感激之情，'appreciate it'是习语。用以礼貌地结束积极互动。