处理损坏的影碟
Troubleshooting a Damaged Disc
顾客归还一部电影，并声称影碟有划痕或播放不正常。他们需要向店员解释问题，并讨论换货或退款的方案。
对话轮次
11
预计时长
6 分钟
场景
在音像店寻找电影
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 returning this movie, 'The Great Escape.' I rented it yesterday, but I had some trouble with it.
English
你好，我来还这部电影，《大逃亡》。我昨天租的，但是播放有点问题。
中文翻译
👨
Michael
第 2 轮
Oh, I'm sorry to hear that, Lisa. What kind of trouble did you have?
English
哦，很抱歉听到这个，丽莎。您遇到了什么问题？
中文翻译
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Lisa
第 3 轮
Well, it kept freezing and skipping, especially towards the middle. I tried cleaning the disc, but it didn't help much.
English
它一直卡住和跳帧，特别是在中间部分。我试过清理光盘，但作用不大。
中文翻译
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Michael
第 4 轮
Hmm, that sounds frustrating. Let me take a look at it. Yes, I see a few scratches here. It's likely a damaged disc.
English
嗯，听起来确实很令人沮丧。我看看吧。是的，我看到这里有一些划痕。很可能是光盘损坏了。
中文翻译
👩
Lisa
第 5 轮
So, what are my options? Can I get a different copy, or a refund?
English
那，我有什么选择？我可以换一张不同的光盘，还是退款？
中文翻译
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Michael
第 6 轮
Since we caused the inconvenience, you absolutely can. We can either exchange it for another copy of 'The Great Escape' if we have one in stock, or I can process a full refund for you.
English
既然是我们造成的不便，您当然可以。我们可以给您换一张《大逃亡》的副本，如果仓库有的话，或者我可以给您全额退款。
中文翻译
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Lisa
第 7 轮
Do you happen to have another copy available right now?
English
你们现在碰巧有另一张光盘吗？
中文翻译
👨
Michael
第 8 轮
Let me check for you. Just one moment... Looks like we have one more copy! Would you like that?
English
我查一下。请稍等……看来我们还有一张！您要吗？
中文翻译
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Lisa
第 9 轮
Perfect! Yes, please. I really wanted to see it.
English
太好了！是的，请给我那一张。我真的很想看这部电影。
中文翻译
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Michael
第 10 轮
Great. Here's the new disc. And don't worry, we'll waive the late fee for this return. Enjoy the movie!
English
好的。这是新光盘。别担心，这次退还我们免收滞纳金。祝您观影愉快！
中文翻译
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Lisa
第 11 轮
Thanks so much, Michael! That's very helpful.
English
非常感谢，迈克尔！这很有帮助。
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
returning
归还
The act of giving back something you borrowed or rented, like a movie disc. Use it when you go to a store to return an item.
中文解释
归还你借来或租借的东西的行为，比如电影光盘。当你去商店归还物品时使用。
trouble
麻烦
A problem or difficulty. In this context, it means an issue with the rented movie not working properly.
中文解释
一个问题或困难。在这个上下文中，它意味着租借的电影无法正常工作的一个问题。
freezing
冻结
When a video or computer stops moving and gets stuck on one frame. Common in tech or media issues.
中文解释
当视频或计算机停止移动并卡在一个帧上。常见于技术或媒体问题。
skipping
跳帧
When a video jumps over parts and doesn't play smoothly. Often due to damage on a disc.
中文解释
当视频跳过部分且播放不流畅时。通常由于光盘损坏。
scratches
划痕
Small marks or lines on a surface, like a disc, that can cause it to not work. Check for them when returning damaged items.
中文解释
表面上的小痕迹或线条，比如光盘，会导致其无法正常工作。退还损坏物品时，请检查它们。
damaged
损坏的
Broken or harmed in a way that affects its use. Use this to describe items that are faulty, like a scratched disc.
中文解释
以影响其使用的方式破损或损坏。使用此描述有故障的项目，例如划伤的光盘。
refund
退款
Getting your money back for a purchase or rental. Ask for it when an item is defective and you don't want a replacement.
中文解释
为购买或租赁退回您的钱。如果物品有缺陷且您不想更换，请申请。
exchange
交换
Swapping one item for another similar one. Useful when you want the same product but a working version.
中文解释
将一个物品与另一个相似的物品交换。当您想要相同的产品但是一个可工作的版本时非常有用。
waive
豁免
To cancel or forgive a fee or charge. Stores might waive it as a courtesy for customer issues.
中文解释
取消或免除费用或收费。商店可能作为对客户问题的礼遇而豁免它。
重点句型
"Hi, I'm returning this movie, 'The Great Escape.' I rented it yesterday, but I had some trouble with it."
"嗨，我要退还这部电影，《The Great Escape》。我昨天租的，但遇到了一些问题。"
重点句型
语法解析
This is a polite way to start a return. It uses present continuous 'I'm returning' for the current action and past simple 'rented' and 'had' for what happened before. Useful for beginning conversations at rental stores when explaining problems.
中文解析
这是开始退还的一种礼貌方式。它使用现在进行时“I'm returning”表示当前动作，以及过去简单时“rented”和“had”表示之前发生的事。在租赁店解释问题时开始对话很有用。
"What kind of trouble did you have?"
"你遇到了什么样的问题？"
重点句型
语法解析
A question to ask for more details about a problem. It uses 'what kind of' to specify the type of issue and past simple 'did you have' for experiences. Good for service roles to show empathy and gather information.
中文解析
一个用来询问问题细节的问句。它使用 'what kind of' 来指定问题的类型，以及过去时 'did you have' 来询问经历。适合服务角色，用来表达共情并收集信息。
"It kept freezing and skipping, especially towards the middle."
"它不断冻结和跳帧，特别是中间部分。"
重点句型
语法解析
Describes ongoing problems with a disc using 'kept' (past continuous for repeated actions) and adverbs like 'especially' for emphasis. Helpful for explaining technical issues clearly in complaints.
中文解析
使用 'kept'（过去进行时表示重复动作）描述光盘的持续问题，并用 'especially' 等副词强调。在投诉中清楚解释技术问题很有帮助。
"So, what are my options? Can I get a different copy, or a refund?"
"那么，我的选项是什么？我能换一个不同的副本，还是退款？"
重点句型
语法解析
Asks about choices after a problem. 'What are my options' is a common phrase for alternatives, and the 'or' connects two possibilities. Use this when seeking solutions like exchange or money back.
中文解析
询问问题发生后的选择。“What are my options”是一个常见的短语，用于表示备选方案，“or”连接两种可能性。在寻求交换或退款等解决方案时使用。
"We can either exchange it for another copy... or I can process a full refund for you."
"我们可以换成另一份... 或者我可以为您处理全额退款。"
重点句型
语法解析
Offers alternatives using 'either...or' structure for choices. 'Process a refund' means to handle the return of money. Practical for customer service to politely give options without pressure.
中文解析
使用‘either...or’结构提供备选方案。‘Process a refund’意为处理退款。适用于客服礼貌地提供选项而不施压。
"Do you happen to have another copy available right now?"
"您现在正好有另一本库存吗？"
重点句型
语法解析
A polite way to ask if something is in stock, using 'happen to' for a soft, indirect request and 'available right now' for immediacy. Use in stores to check without sounding demanding.
中文解析
一种礼貌地询问某物是否有库存的方式，使用 'happen to' 来柔和、间接地请求，并用 'available right now' 表示即时性。在商店中使用，以检查而不听起来像在要求。
"We'll waive the late fee for this return."
"我们将免除此退货的滞纳金。"
重点句型
语法解析
Promises to cancel a penalty fee using 'waive' and future 'will' for assurance. Shows goodwill in service; useful when compensating customers for issues.
中文解析
使用 'waive' 承诺取消罚金，并用将来时 'will' 提供保障。显示服务中的善意；用于补偿客户问题时很有用。