处理棘手的客户投诉
Handling a Difficult Customer Complaint
一位企业主或客服代表处理并解决一位不满客户的投诉，重点是留住他们的业务。
对话轮次
11
预计时长
6 分钟
场景
小型商业与创业
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
👩
Sarah
第 1 轮
Good morning, my name is Sarah. How can I help you today?
English
早上好，我是莎拉。今天有什么可以帮您的？
中文翻译
👨
John
第 2 轮
Good morning, Sarah. I'm calling about an order I placed last week, order number 7890. I'm quite disappointed with the product quality.
English
早上好，莎拉。我打电话是关于上周下的订单，订单号7890。我对产品质量非常失望。
中文翻译
👩
Sarah
第 3 轮
I'm really sorry to hear that, John. Can you tell me a bit more about what went wrong with the product?
English
约翰，听到这个我真的很抱歉。您能详细告诉我一下产品出了什么问题吗？
中文翻译
👨
John
第 4 轮
Well, it arrived with a noticeable scratch on the front, and the battery life is nowhere near what was advertised. It barely lasts half a day.
English
嗯，它到货时前面有明显的划痕，电池寿命也远不及广告宣传的。它几乎撑不到半天。
中文翻译
👩
Sarah
第 5 轮
I understand your frustration. That's definitely not the experience we want our customers to have. Let me check the details of your order. Would you be open to a replacement, or would you prefer a full refund?
English
我理解您的沮丧。这绝对不是我们希望客户体验到的。我来查一下您的订单详情。您是想换货，还是更愿意全额退款？
中文翻译
👨
John
第 6 轮
Honestly, I was really looking forward to this product. If I could get a perfect replacement that meets the specifications, I'd prefer that. But otherwise, I'd like a refund.
English
老实说，我真的很期待这款产品。如果我能得到一个符合规格的完美替换品，我会选择换货。否则，我就想退款。
中文翻译
👩
Sarah
第 7 轮
We can certainly arrange a replacement for you, and we'll expedite the shipping at no extra cost. To ensure the quality this time, I'll personally inspect the new item before it ships out. How does that sound?
English
我们当然可以为您安排换货，并且我们将免费为您加急配送。为了确保这次的质量，我会在新产品发货前亲自检查。您觉得这样可以吗？
中文翻译
👨
John
第 8 轮
That sounds much better, Sarah. I appreciate you taking the extra step to check it yourself. When can I expect the replacement to arrive?
English
听起来好多了，莎拉。感谢您亲自检查。我什么时候能收到替换品？
中文翻译
👩
Sarah
第 9 轮
You're welcome, John. With expedited shipping, you should receive it within 3-5 business days. You'll get a tracking number via email shortly. Again, I apologize for the inconvenience.
English
不客气，约翰。加急配送的话，您应该在3-5个工作日内收到。您很快会通过电子邮件收到一个追踪号码。再次为给您带来的不便表示抱歉。
中文翻译
👨
John
第 10 轮
Thank you, Sarah. I appreciate your help in resolving this. Have a good day.
English
谢谢您，莎拉。感谢您帮助解决这个问题。祝您有个愉快的一天。
中文翻译
👩
Sarah
第 11 轮
You too, John. Please don't hesitate to contact us if you need anything else.
English
您也是，约翰。如果您还需要什么，请随时联系我们。
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
disappointed
失望的
Feeling unhappy because something did not meet your expectations. Use it when expressing dissatisfaction, like with a product or service.
中文解释
因为某事没有达到你的期望而感到不快乐。用于表达不满，例如对产品或服务的。
scratch
划痕
A mark or small cut on a surface caused by something sharp. Common in descriptions of damaged items, especially products.
中文解释
由尖锐物体在表面上造成的痕迹或小切口。在描述损坏物品，尤其是产品的描述中很常见。
advertised
宣传的
Promoted or described in advertisements. Use it to compare reality to what was promised in ads, like 'not as advertised'.
中文解释
在广告中推广或描述的。用于比较现实与广告中承诺的内容，例如“不像广告中那样”。
frustration
挫败感
A feeling of annoyance or anger when things don't go as planned. Helpful in customer service to acknowledge emotions.
中文解释
当事情不如计划进行时感到烦恼或愤怒的情绪。在客户服务中，有助于承认情绪。
replacement
替换
A new item given in exchange for a faulty one. Key term in handling complaints to offer solutions.
中文解释
以不合格品交换给予的新物品。在处理投诉时提供解决方案的关键术语。
refund
退款
Money returned to a customer for a purchase. Use it when offering to return payment for unsatisfactory goods.
中文解释
购买后退还给客户的钱。当提供退还对不满意商品的付款时使用。
expedite
加快
To make something happen faster. Useful in business for promising quicker delivery or service.
中文解释
使某事发生得更快。在商业中用于承诺更快的交付或服务。
inconvenience
不便
Trouble or difficulty caused to someone. Often used in apologies, like 'sorry for the inconvenience'.
中文解释
给某人造成的麻烦或困难。常用于道歉中，例如‘抱歉给您带来不便’。
重点句型
"I'm really sorry to hear that."
"听到这个消息我真的很抱歉。"
重点句型
语法解析
This is a polite way to apologize and show empathy when hearing bad news. Use it in customer service to calm the situation; it's a common expression for intermediate learners to build rapport.
中文解析
这是听到坏消息时礼貌地道歉并表达同情的方式。在客服中使用它来缓和局面；这是中级学习者建立融洽关系的一个常见表达。
"Can you tell me a bit more about what went wrong?"
"你能告诉我更多关于出了什么问题的情况吗？"
重点句型
语法解析
A question to gather more details politely. The phrase 'a bit more' softens the request; useful for problem-solving conversations, teaching how to ask for information without pressure.
中文解析
一个礼貌地收集更多细节的问题。'a bit more'这个短语软化了请求；在解决问题对话中很有用，教导如何在不施压的情况下询问信息。
"I understand your frustration."
"我理解您的沮丧。"
重点句型
语法解析
Shows you empathize with the customer's feelings. 'Understand' here means to relate to emotions; great for de-escalating complaints and is a key pattern in service dialogues.
中文解析
显示您对客户感受的共情。在这里，“Understand”意为与情绪产生共鸣；非常适合缓和投诉，是服务对话中的关键模式。
"Would you be open to a replacement, or would you prefer a full refund?"
"您是否愿意接受更换，或者您更倾向于全额退款？"
重点句型
语法解析
Offers choices to resolve an issue. Uses 'would you be open to' for polite suggestions and 'or' for alternatives; essential for business English to give options and retain customers.
中文解析
提供解决问题的选择。使用 'would you be open to' 来提出礼貌建议，并用 'or' 表示备选方案；在商务英语中，提供选项并留住客户至关重要。
"We can certainly arrange a replacement for you."
"我们当然可以为您安排替换品。"
重点句型
语法解析
Promises action confidently. 'Certainly' adds assurance, and 'arrange for you' is idiomatic; practice this to sound professional when confirming solutions in complaints.
中文解析
自信地承诺行动。「Certainly」增加了保证，「arrange for you」是惯用表达；练习这个表达，在确认投诉解决方案时听起来更专业。
"How does that sound?"
"听起来怎么样？"
重点句型
语法解析
Asks for agreement on a proposal. A casual way to check satisfaction; useful in negotiations or service, helping learners end offers positively.
中文解析
征求对提案的同意。一种随意检查满意度的方式；在谈判或服务中实用，帮助学习者以积极方式结束提议。
"Again, I apologize for the inconvenience."
"再次，为给您带来的不便表示歉意。"
重点句型
语法解析
Repeats an apology to reinforce sincerity. 'Again' shows emphasis; common closing in customer interactions to leave a good impression.
中文解析
重复道歉以强化诚意。“Again”表示强调；这是客户互动中常见的结尾，以留下好印象。
"Please don't hesitate to contact us if you need anything else."
"如果您还有其他需要，请随时联系我们。"
重点句型
语法解析
Encourages future communication. 'Don't hesitate' means 'feel free'; a polite way to end calls, teaching hospitality in business English.
中文解析
鼓励未来的沟通。'Don't hesitate' 意思是 'feel free'；一种礼貌结束通话的方式，在商务英语中教授好客之道。