投诉旧问题再现
Complaint About Reoccurring Issue
顾客致电服务中心，因为已修理好的电器在短时间内再次出现故障，需要重新报修或在保修期内进行后续处理。
对话轮次
12
预计时长
6 分钟
场景
电器故障维修
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
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学习者
第 1 轮
Hi, I'm calling because the refrigerator you guys repaired last week is acting up again.
English
您好，我打电话是因为你们上周修理的冰箱又出问题了。
中文翻译
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Service Rep
第 2 轮
I'm sorry to hear that. Could you please provide your service request number or your address so I can pull up your records?
English
很抱歉听到这个消息。您能提供一下您的服务请求号或地址，以便我查询您的记录吗？
中文翻译
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学习者
第 3 轮
Certainly. The service request number was 20230515-FRIDGE. My address is 123 Maple Street.
English
当然可以。服务请求号是20230515-FRIDGE。我的地址是枫树街123号。
中文翻译
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Service Rep
第 4 轮
Thank you. I see here that technician John Doe completed a repair on your refrigerator on May 15th for a cooling issue. Can you describe what's happening now?
English
谢谢。我看到记录显示，技术员约翰·多伊在5月15日为您修理了冰箱的冷却问题。现在是什么情况呢？
中文翻译
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学习者
第 5 轮
Yes, it's the same cooling problem again. Everything in the fridge is getting warm. It seems like the repair didn't really hold up.
English
是的，又是同样的冷却问题。冰箱里所有的东西都变热了。看来上次的维修没有真正解决问题。
中文翻译
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Service Rep
第 6 轮
I understand your frustration. Since it's a reoccurring issue within a week of the original repair, this will be covered under our warranty. We'll send a technician out at no additional charge.
English
我理解您的沮丧。由于这是在初次维修后一周内再次出现的问题，这将在我们的保修范围内。我们将免费派一名技术员上门。
中文翻译
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学习者
第 7 轮
That's good to hear. When's the earliest someone can come?
English
那太好了。最早什么时候可以派人来？
中文翻译
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Service Rep
第 8 轮
Let me check. It looks like we have an opening tomorrow afternoon between 1 PM and 5 PM. Would that work for you?
English
我查一下。明天下午1点到5点之间我们有个空档。您方便吗？
中文翻译
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学习者
第 9 轮
Yes, tomorrow afternoon sounds perfect.
English
好的，明天下午听起来很合适。
中文翻译
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Service Rep
第 10 轮
Alright. I've scheduled a new service visit for you for tomorrow, May 22nd, between 1 PM and 5 PM. You'll receive a confirmation email shortly. Is there anything else I can assist you with today?
English
好的。我已经为您安排了新的维修预约，就在明天，5月22日下午1点到5点之间。您很快会收到一封确认邮件。今天还有什么我可以帮助您的吗？
中文翻译
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学习者
第 11 轮
No, that's all. Thank you for your help.
English
没有了，就这些。谢谢你的帮助。
中文翻译
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Service Rep
第 12 轮
You're welcome. Have a good day!
English
不客气。祝您有个愉快的一天！
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
refrigerator
冰箱
A large appliance used to keep food cold. In this dialogue, it's the item that's broken and needs repair. You can say 'My refrigerator isn't working' when calling for service.
中文解释
一种大型电器，用于保持食物冷藏。在这个对话中，它是坏掉需要修理的物品。你可以在打电话叫服务时说‘我的冰箱不工作了’。
acting up
出故障
An informal phrase meaning something is not working properly or malfunctioning. It's useful in casual complaints, like 'My computer is acting up again.'
中文解释
一个非正式的短语，意思是某物没有正常工作或出现故障。它在随意的抱怨中很有用，比如‘我的电脑又出故障了。’
service request number
服务请求编号
A unique code or ID given when you first request help or repair. Providing this helps the service rep find your information quickly, like in customer service calls.
中文解释
首次请求帮助或维修时给出的唯一代码或ID。提供此信息有助于服务代表快速找到您的信息，例如在客户服务电话中。
warranty
保修
A guarantee from the company that covers repairs for a certain time if something goes wrong. It's important in complaints: 'Is this covered under warranty?' to avoid extra costs.
中文解释
公司提供的保证，如果出现问题，在一定时间内覆盖维修。投诉中很重要：'这是否在保修范围内？' 以避免额外费用。
reoccurring
反复发生的
Happening again, especially a problem that returns after being fixed. Use it like 'This is a reoccurring issue with my phone' when following up on repairs.
中文解释
再次发生，尤其是修复后又返回的问题。在跟进维修时，像“This is a reoccurring issue with my phone”（这是我手机的一个反复发生的问题）这样使用。
technician
技术员
A skilled worker who fixes appliances or machines. In service calls, you might ask 'When will the technician arrive?' to know about the repair visit.
中文解释
一位熟练工人，修理家电或机器。在服务呼叫中，你可能会问“技术员什么时候到达？”来了解维修访问。
frustration
挫败
A feeling of annoyance or anger when things don't go well. Service reps often say 'I understand your frustration' to show empathy in complaints.
中文解释
当事情进展不顺利时感到恼怒或愤怒的情绪。服务代表经常说“我理解你的挫败”来在投诉中表现出同理心。
schedule
日程
To arrange a time for something, like an appointment. In this context, 'I've scheduled a visit' means booking the repair time. Useful for making plans: 'Can you schedule it for tomorrow?'
中文解释
为某事安排时间，比如预约。在这个语境中，'I've scheduled a visit' 意思是预订维修时间。有助于制定计划：'你能安排到明天吗？'
重点句型
"Hi, I'm calling because the refrigerator you guys repaired last week is acting up again."
"你好，我打电话是因为你们上周修的冰箱又出问题了。"
重点句型
语法解析
This is a polite way to start a complaint call, explaining the problem clearly. It's useful for service situations; note 'you guys' is informal for 'your company.' Use it when reporting issues to connect past and current problems.
中文解析
这是开始投诉电话的礼貌方式，清楚地解释问题。在服务情况下很有用；注意'you guys'是非正式的'你的公司'。在报告问题时使用，以连接过去和当前问题。
"I'm sorry to hear that. Could you please provide your service request number or your address so I can pull up your records?"
"听到这个消息我很遗憾。您能提供您的服务请求号码或地址吗？这样我就可以调取您的记录。"
重点句型
语法解析
A standard response in customer service to show empathy and request details. 'Pull up' means to access on a computer. This sentence teaches polite questioning; use it when helping customers verify information.
中文解析
这是客服中的标准回应，用于表达同理心并请求细节信息。「Pull up」意思是在电脑上访问。这个句子教导如何礼貌地提问；在帮助客户验证信息时使用。
"Certainly. The service request number was 20230515-FRIDGE. My address is 123 Maple Street."
"当然。服务请求号是20230515-FRIDGE。我的地址是123 Maple Street。"
重点句型
语法解析
This shows how to provide information clearly and politely. 'Certainly' means 'of course.' It's practical for giving details in calls; remember to include specific numbers or addresses to speed up service.
中文解析
这展示了如何清晰且礼貌地提供信息。'Certainly' 意思是 '当然'。这在电话中提供细节时很实用；请记住包含具体的号码或地址以加快服务。
"Can you describe what's happening now?"
"您能描述一下现在发生了什么吗？"
重点句型
语法解析
A simple question to get more details about the problem. It's useful in troubleshooting; the present continuous 'what's happening' focuses on the current situation. Use it to encourage the customer to explain issues.
中文解析
一个简单的提问，以获取问题更多细节。它在故障排除中很有用；现在进行时 'what's happening' 关注当前情况。使用它来鼓励客户解释问题。
"I understand your frustration. Since it's a reoccurring issue within a week of the original repair, this will be covered under our warranty."
"我理解您的沮丧。由于这是原维修后一周内反复出现的问题，这将由我们的保修覆盖。"
重点句型
语法解析
This empathizes with the customer and explains policy. 'Since' introduces a reason; it's key for handling complaints under guarantees. Useful when assuring no extra cost: practice for service roles.
中文解析
这表达了对客户的共情并解释了政策。「Since」引入了一个理由；它是处理保修下投诉的关键。有助于在保证无额外成本时使用：服务角色的练习。
"That's good to hear. When's the earliest someone can come?"
"听到这个真好。有人最早什么时候能来？"
重点句型
语法解析
A positive response followed by a question about timing. 'That's good to hear' shows relief; contractions like 'when's' make it natural. Use this to confirm and ask for quick service in follow-ups.
中文解析
一个积极的回应，后面跟着关于时机的提问。'That's good to hear' 显示出宽慰；像'when's'这样的缩写让它自然。在后续中用这个来确认并要求快速服务。
"Let me check. It looks like we have an opening tomorrow afternoon between 1 PM and 5 PM. Would that work for you?"
"让我查一下。看起来我们明天中午1点到5点之间有空位。那对你来说合适吗？"
重点句型
语法解析
This offers availability politely. 'Let me check' buys time; 'would that work' seeks agreement. It's a common pattern for scheduling; useful for appointments, noting time ranges for flexibility.
中文解析
这礼貌地提供可用性。'让我查一下'是拖延时间；'那对你来说合适吗'是寻求同意。这是调度的一种常见模式；对预约有用，注明时间范围以提供灵活性。
"Alright. I've scheduled a new service visit for you for tomorrow, May 22nd, between 1 PM and 5 PM. Is there anything else I can assist you with today?"
"好的。我已经为您预约了明天5月22日，下午1点到5点之间的新的服务访问。今天还有什么我可以帮助您的吗？"
重点句型
语法解析
Confirms the booking and offers more help, ending the call professionally. Past perfect 'I've scheduled' shows completion; it's a standard close. Use it to wrap up service calls and ensure customer satisfaction.
中文解析
确认预约并提供更多帮助，专业地结束通话。过去完成时“I've scheduled”表示完成；这是标准结束语。使用它来结束服务通话并确保客户满意。