延误送达询问
Delayed Delivery Inquiry
预计送达日期已过，且物流状态多日未更新。顾客联系客服询问延迟情况。
对话轮次
10
预计时长
5 分钟
场景
跟进快递状态
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
👩
Lisa
第 1 轮
Hi, I'm calling about an online order. I haven't received it yet, and the estimated delivery date has already passed.
English
您好，我打电话是想问一下我的在线订单。我还没收到货，而且预计送达日期已经过了。
中文翻译
👨
John
第 2 轮
Hello, I can certainly help you with that. Could you please provide your order number so I can look up your details?
English
您好，我当然可以帮您处理。请您提供一下订单号，我好查询您的具体信息。
中文翻译
👩
Lisa
第 3 轮
Yes, it's 123456789. I placed the order about ten days ago. The tracking status hasn't updated in three days, and it just says 'in transit'.
English
好的，订单号是123456789。我是大约十天前下的订单。物流状态三天没更新了，一直显示“运输中”。
中文翻译
👨
John
第 4 轮
Thank you for that, Lisa. Let me check for you. Alright, I see the last scan was indeed three days ago in Chicago. It looks like there might be an unexpected delay.
English
谢谢您提供这些信息，丽莎。我来给您查一下。好的，我看到最后一次扫描确实是三天前在芝加哥。看来可能出现了意外的延误。
中文翻译
👩
Lisa
第 5 轮
Is there anything you can do? I was really hoping to have it by now.
English
有什么办法吗？我本来真的很希望能现在就能收到货。
中文翻译
👨
John
第 6 轮
I understand your frustration. What I can do is open an investigation with the shipping carrier to get more detailed information about its whereabouts. This usually takes 24 to 48 hours.
English
我理解您的沮丧。我能做的是向承运商发起调查，以获取包裹更详细的下落信息。这通常需要24到48小时。
中文翻译
👩
Lisa
第 7 轮
Okay, that sounds like a good step. Will someone contact me once you have an update?
English
好的，这听起来是个好办法。等有了最新情况会有人联系我吗？
中文翻译
👨
John
第 8 轮
Yes, absolutely. We'll reach out to you via email or phone as soon as we have an update from the carrier. We'll also provide a new estimated delivery window once we have it. Is there anything else I can assist you with today?
English
是的，当然。一旦我们收到承运商的最新消息，就会通过电子邮件或电话联系您。一有新的预计送达时间，我们也会告知您。今天还有什么我可以协助您的吗？
中文翻译
👩
Lisa
第 9 轮
No, that's all for now. Thank you for your help, John.
English
不，目前就这些了。谢谢你的帮助，约翰。
中文翻译
👨
John
第 10 轮
You're welcome, Lisa. We'll be in touch soon. Have a good day!
English
不客气，丽莎。我们很快就会联系您。祝您有美好的一天！
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
order number
订单号
A unique code or ID given to your purchase when you buy something online, used to track it.
中文解释
在线购买某物时赋予您的购买的唯一代码或 ID，用于跟踪它。
estimated delivery date
预计送达日期
The expected date when your package should arrive, based on the seller's prediction.
中文解释
根据卖家预测的，您的包裹应该到达的预期日期。
tracking status
跟踪状态
The current information about where your package is during shipping, updated online.
中文解释
有关包裹在运输过程中位置的当前信息，在线更新。
in transit
在途中
A shipping term meaning the package is on its way but not yet delivered.
中文解释
一个运输术语，意为包裹已在路上，但尚未交付。
delay
延迟
When something takes longer than expected, like a package arriving late.
中文解释
当某事比预期时间更长时，比如包裹迟到。
investigation
调查
An official check or inquiry to find out what happened to a lost or delayed item.
中文解释
对丢失或延误物品发生什么事情的官方检查或查询。
shipping carrier
运输承运人
The company responsible for delivering packages, like UPS or FedEx.
中文解释
负责交付包裹的公司，比如UPS或FedEx。
frustration
挫败感
A feeling of annoyance or disappointment when things don't go as planned.
中文解释
当事情不如计划进行时感到烦恼或失望的感觉。
重点句型
"Hi, I'm calling about an online order."
"你好，我打电话是关于一个在线订单的。"
重点句型
语法解析
This is a polite way to start a phone call explaining the purpose. Use it when contacting customer service for shopping issues. 'Calling about' means inquiring regarding something.
中文解析
这是开始电话通话的一种礼貌方式，用来解释目的。在联系客户服务处理购物问题时使用。'Calling about' 意思是就某事进行询问。
"Could you please provide your order number so I can look up your details?"
"请提供您的订单号，以便我可以查询您的详细信息。"
重点句型
语法解析
A polite request for information, using 'could you please' for courtesy. 'Look up' means to search for in a database. Useful for service reps needing customer info.
中文解析
礼貌请求信息，使用'could you please'表示礼貌。'Look up'意为在数据库中搜索。对需要客户信息的客服代表有用。
"The tracking status hasn't updated in three days, and it just says 'in transit'."
"追踪状态已经三天没有更新了，只显示‘in transit’。"
重点句型
语法解析
Describes a problem with shipping updates using present perfect 'hasn't updated' for ongoing situations. Helpful for explaining delays clearly.
中文解析
描述了使用现在完成时 'hasn't updated' 处理发货更新问题的持续情况。有助于清楚解释延误。
"I understand your frustration."
"我理解你的沮丧。"
重点句型
语法解析
Shows empathy in customer service. 'Understand' expresses sympathy. Use it to calm upset customers and build rapport.
中文解析
在客户服务中显示同理心。'Understand' 表达同情。使用它来安抚不满的客户并建立融洽关系。
"What I can do is open an investigation with the shipping carrier."
"我能做的是与运输承运公司开启一项调查。"
重点句型
语法解析
Explains next steps using 'what I can do is' to offer solutions. 'Open an investigation' means starting a formal check. Practical for handling complaints.
中文解析
使用'我能做的是'解释下一步，以提供解决方案。'开启一项调查'意味着启动正式检查。对于处理投诉很实用。
"We'll reach out to you via email or phone as soon as we have an update."
"一旦我们有更新，将立即通过电子邮件或电话与您联系。"
重点句型
语法解析
'Reach out' means to contact someone. 'As soon as' shows immediacy. This promises follow-up, useful in service dialogues.
中文解析
“Reach out”意思是联系某人。“As soon as”显示即时性。这承诺后续跟进，在服务对话中很有用。
"Is there anything else I can assist you with today?"
"今天还有什么我可以帮助您的吗？"
重点句型
语法解析
A standard closing question in customer service to check for more needs. 'Assist you with' means help. Use it to end calls politely.
中文解析
客服中标准的结束问题，用于检查是否有更多需求。'Assist you with' 意思是帮助。用它来礼貌地结束通话。