主动客户保留外联
Proactive Customer Retention Outreach
一位保留专家联系服务合同即将到期或表现出参与度下降迹象的客户，旨在了解他们的担忧并提供激励或解决方案以防止客户流失。
对话轮次
11
预计时长
6 分钟
场景
客户服务与关系管理
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, Mr. David. My name is Sarah, and I'm calling from Synergy Telecom. I noticed your current service contract is coming up for renewal next month, and I wanted to proactively reach out.
English
早上好，大卫先生。我是Synergy电信的莎拉。我注意到您的当前服务合同下个月即将到期，我想主动与您联系。
中文翻译
👨
David
第 2 轮
Oh, good morning, Sarah. Yes, that's right. I've been meaning to look into it, but things have been a bit hectic lately.
English
哦，早上好，莎拉。是的，没错。我一直想看看这个事情，但最近有点忙。
中文翻译
👩
Sarah
第 3 轮
I completely understand. That's why I'm calling. We value your business, Mr. David, and we'd love to ensure you continue to have all your needs met. Are there any particular concerns or changes you've been considering regarding your service?
English
我完全理解。这就是我打电话的原因。大卫先生，我们很重视您的业务，我们希望确保您能继续获得所需的所有服务。您对您的服务有什么特别的担忧或正在考虑的改变吗？
中文翻译
👨
David
第 4 轮
Well, truthfully, I've been a little disappointed with the internet speed fluctuations lately, especially during peak hours. It's been affecting my work from home.
English
嗯，说实话，我最近对网速波动有点失望，尤其是在高峰期。这影响了我的居家办公。
中文翻译
👩
Sarah
第 5 轮
Thank you for bringing that to my attention, Mr. David. I'm sorry to hear you've been experiencing that. We've actually been rolling out network upgrades in your area to address precisely that issue. I can offer you a discounted upgrade to our premium internet plan, which should significantly improve your speeds and stability, along with a loyalty discount for renewing for another two years.
English
感谢您告诉我这些，大卫先生。很抱歉您遇到了这种情况。我们实际上在您所在的区域推出了网络升级，正是为了解决这个问题。我可以为您提供我们高级互联网套餐的折扣升级，这将显著提高您的速度和稳定性，并且为您续订两年提供忠诚折扣。
中文翻译
👨
David
第 6 轮
That sounds interesting. A discounted upgrade and a loyalty discount, you say? What would the exact cost be with those applied?
English
听起来不错。您说有折扣升级和忠诚折扣？那么折后具体费用是多少呢？
中文翻译
👩
Sarah
第 7 轮
With the discounts, your monthly bill would actually be slightly lower than your current one, at $65, and you'd get double the speed. Plus, we'll throw in a smart home device as a thank you for your continued loyalty.
English
打完折后，您的月账单实际上会比您当前的略低，为65美元，而且您将获得双倍的速度。另外，作为您持续支持的感谢，我们还会赠送一个智能家居设备。
中文翻译
👨
David
第 8 轮
Wow, that's quite an offer, Sarah. Double the speed for less, and a free device? You've definitely given me something to think about. I appreciate you reaching out.
English
哇，莎拉，这真是个不错的优惠。速度加倍，价格更低，还有免费设备？你确实让我有了考虑的余地。我很感谢你主动联系我。
中文翻译
👩
Sarah
第 9 轮
My pleasure, Mr. David. I can send you an email with the full details of this offer right now, so you can review it at your convenience. How does that sound?
English
不客气，大卫先生。我现在就可以给您发送一份包含此优惠完整细节的电子邮件，以便您随时查看。您觉得怎么样？
中文翻译
👨
David
第 10 轮
That would be perfect, Sarah. Thank you so much. I'll read through it and likely be in touch to finalize things.
English
那就太好了，莎拉。非常感谢。我会仔细阅读，并有可能联系您来最终确定。
中文翻译
👩
Sarah
第 11 轮
Excellent! You'll receive that email shortly. Feel free to call us back directly if you have any questions. Thanks again for your time, Mr. David, and have a wonderful day!
English
太棒了！您很快就会收到那封邮件。如果有任何疑问，请随时直接回电给我们。再次感谢您抽出时间，大卫先生，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
proactively
主动地
This adverb means taking action in advance to prevent problems or improve a situation. In customer service, it's used when contacting someone before an issue arises, like renewing a contract.
中文解释
这个副词的意思是提前采取行动，以防止问题发生或改善情况。在客户服务中，它用于在问题出现前联系某人，例如续签合同。
renewal
续订
This noun refers to the process of extending or starting a contract or agreement again. It's common in business for services like phone or internet plans.
中文解释
这个名词指的是延长或重新启动合同或协议的过程。它在商业中常见，用于电话或互联网计划等服务。
hectic
忙乱的
This adjective describes a situation that is very busy, rushed, or full of activity. It's often used to explain why someone hasn't had time for something.
中文解释
这个形容词描述一种非常忙碌、匆忙或充满活动的情况。它常用于解释某人为什么没有时间做某事。
value
价值
In this context, this verb means to appreciate or consider something important. 'We value your business' shows respect for the customer's relationship with the company.
中文解释
在此上下文中，这个动词的意思是欣赏或认为某事重要。'We value your business' 显示了对客户与公司关系的尊重。
concerns
担忧
This noun (plural) means worries or issues about something. In service talks, asking about concerns helps identify problems to solve.
中文解释
这个名词（复数）表示对某事的担心或问题。在服务对话中，询问担忧有助于识别并解决潜在问题。
fluctuations
波动
This noun refers to changes or ups and downs in something, like speed or price. It's useful for describing inconsistent service quality.
中文解释
这个名词指的是某事物的变化或起伏，比如速度或价格。它用于描述不一致的服务质量。
upgrades
升级
This noun means improvements or updates to a service or product. In telecom, it often involves better speed or features for a fee.
中文解释
此名词意为服务或产品的改进或更新。在电信中，它通常涉及以费用换取更好的速度或功能。
loyalty
忠诚
This noun means faithfulness or continued support to a company. 'Loyalty discount' rewards long-term customers with lower prices.
中文解释
这个名词意为对公司的忠诚或持续支持。「忠诚折扣」以更低的价格奖励长期客户。
incentives
激励措施
This noun (plural) means rewards or benefits offered to encourage action, like discounts to keep a customer. It's key in retention strategies.
中文解释
这个名词（复数）意为为了鼓励行动而提供的奖励或福利，如为了留住客户而提供的折扣。它在留存策略中至关重要。
重点句型
"I noticed your current service contract is coming up for renewal next month, and I wanted to proactively reach out."
"我注意到您当前的 服务合同将于下个月到期，我想主动联系您。"
重点句型
语法解析
This sentence politely introduces the call's purpose using 'noticed' for observation and 'proactively reach out' for initiative. It's useful for starting business calls about upcoming changes; note the future tense 'is coming up' for events soon to happen.
中文解析
这句话礼貌地引入通话目的，使用 'noticed' 表示观察，以及 'proactively reach out' 表示主动。它适用于启动关于即将变更的商务通话；注意未来时态 'is coming up' 用于即将发生的事件。
"We value your business, Mr. David, and we'd love to ensure you continue to have all your needs met."
"我们重视您的业务，大卫先生，我们很乐意确保您继续满足所有需求。"
重点句型
语法解析
This shows appreciation and commitment using 'value' and conditional 'we'd love to ensure.' It's a key phrase in customer service to build relationships; 'continue to have' emphasizes ongoing support.
中文解析
这显示了使用 'value' 和条件式 'we'd love to ensure' 的感激和承诺。这是客户服务中建立关系的关键短语；'continue to have' 强调了持续的支持。
"Are there any particular concerns or changes you've been considering regarding your service?"
"关于您的服务，您是否有任何特别的担忧或正在考虑的变更？"
重点句型
语法解析
This is an open-ended question to gather feedback, using 'concerns' and 'considering' in present perfect continuous for recent thoughts. Useful for handling complaints; it invites details without assuming problems.
中文解析
这是一个开放式问题，用于收集反馈，使用 'concerns' 和 'considering' 的现在完成进行时来捕捉最近的想法。有助于处理投诉；它邀请提供细节而不假设存在问题。
"Thank you for bringing that to my attention, Mr. David. I'm sorry to hear you've been experiencing that."
"感谢您告知此事，大卫先生。听说您一直在经历这个问题，我感到很抱歉。"
重点句型
语法解析
This acknowledges the issue politely with 'bringing to my attention' and apologizes using present perfect 'you've been experiencing.' It's essential for complaint handling to show empathy and responsibility.
中文解析
这以“bringing to my attention”礼貌地承认了问题，并使用现在完成时“you've been experiencing”来道歉。在处理投诉时，展示同理心和责任感至关重要。
"I can offer you a discounted upgrade to our premium internet plan, which should significantly improve your speeds and stability."
"我可以为您提供升级到我们高级互联网套餐的折扣，这应该会显著提升您的速度和稳定性。"
重点句型
语法解析
This presents a solution using 'offer' and relative clause 'which should improve.' The modal 'should' suggests expected benefits; useful for proposing incentives in sales or retention talks.
中文解析
这展示了一种使用“offer”和关系从句“which should improve”的解决方案。情态动词“should”暗示预期的好处；在销售或留存对话中提出激励措施时很有用。
"With the discounts, your monthly bill would actually be slightly lower than your current one, at $65."
"有了这些折扣，你的月账单实际上会比当前低一点，只有$65。"
重点句型
语法解析
This explains benefits conditionally with 'would be' for hypothetical offers, comparing 'lower than your current one.' It's practical for discussing pricing; 'actually' adds emphasis on the surprise.
中文解析
这使用“would be”条件性地解释了假设优惠的益处，比较了“lower than your current one”。这对于讨论定价很实用；“actually”强调了惊喜。
"My pleasure, Mr. David. I can send you an email with the full details of this offer right now."
"乐意效劳，大卫先生。我现在就可以给您发一封包含此优惠全部细节的电子邮件。"
重点句型
语法解析
'My pleasure' is a polite response to thanks, meaning 'you're welcome.' The offer uses 'I can send' for immediate action; useful for closing conversations by providing follow-up info.
中文解析
“My pleasure”是针对感谢的礼貌回应，意思是“不客气”。该优惠使用“I can send”表示即时行动；通过提供后续信息来结束对话很有用。
"Feel free to call us back directly if you have any questions. Thanks again for your time, and have a wonderful day!"
"如果您有任何问题，请随时直接给我们打电话。再次感谢您的时间，祝您有美好的一天！"
重点句型
语法解析
This ends the call positively with 'feel free to' for permission and 'if' clause for conditions. It's a standard courteous close in service calls, encouraging further contact while thanking.
中文解析
这以积极的方式结束通话，使用“feel free to”表示许可和“if”从句表示条件。这是服务电话中的标准礼貌结束语，鼓励进一步联系的同时表达感谢。