催单处理 Order Follow-up Processing cuī dān chǔlǐ

Dialogues

Dialogues 1

中文

顾客：您好，我的外卖怎么还没到啊？订单号是XXXX。
客服：您好，请稍等，我帮您查询一下。……您的订单已派送，预计还有5分钟到达。
顾客：好的，谢谢。
客服：不客气，请您耐心等待。
顾客：嗯，如果超过10分钟还没到，我再联系您。
客服：好的，请随时联系我们。

拼音

Gùkè: Nínhǎo, wǒ de wàimài zěnme hái méi dào a? Dìngdānhào shì XXXX.
Kèfú: Nínhǎo, qǐng shāoděng, wǒ bāng nín cháxún yīxià. …nín de dìngdān yǐ pàisòng, yùjì hái yǒu 5 fēnzhōng dàodá.
Gùkè: Hǎode, xièxie.
Kèfú: Bù kèqì, qǐng nín nàixīn děngdài.
Gùkè: ěn, rúguǒ chāoguò 10 fēnzhōng hái méi dào, wǒ zài liánxì nín.
Kèfú: Hǎode, qǐng suíshí liánxì wǒmen.

English

Customer: Hello, my takeout hasn't arrived yet. The order number is XXXX.
Customer service: Hello, please wait a moment, I'll check for you. …Your order has been dispatched and is expected to arrive in 5 minutes.
Customer: Okay, thank you.
Customer service: You're welcome, please wait patiently.
Customer: Okay, if it doesn't arrive in more than 10 minutes, I will contact you again.
Customer service: Okay, please contact us anytime.

Dialogues 2

中文

顾客：您好，我点的外卖怎么还没送到？
客服：您好，请问您的订单号是多少？
顾客：是XXXX。
客服：好的，我帮您查询一下……您的外卖已经出发了，预计10分钟内送到。
顾客：好的，谢谢！
客服：不客气！请您保持手机畅通。

拼音

Gùkè: Nínhǎo, wǒ diǎn de wàimài zěnme hái méi sòngdào？
Kèfú: Nínhǎo, qǐngwèn nín de dìngdānhào shì duōshao？
Gùkè: Shì XXXX.
Kèfú: Hǎode, wǒ bāng nín cháxún yīxià……nín de wàimài yǐjīng chūfā le, yùjì 10 fēnzhōng nèi sòngdào.
Gùkè: Hǎode, xièxie！
Kèfú: Bù kèqì！Qǐng nín bǎochí shǒujī chàngtōng.

English

Customer: Hello, my takeout order hasn't arrived yet.
Customer service: Hello, what is your order number?
Customer: It's XXXX.
Customer service: Okay, let me check for you…Your takeout has been dispatched and is expected to arrive within 10 minutes.
Customer: Okay, thank you!
Customer service: You're welcome! Please keep your phone on.

Common Phrases

催单

cuī dān

Order Follow-up

订单号

dìngdān hào

Order number

预计到达时间

yùjì dàodá shíjiān

Estimated arrival time

派送中

pàisòng zhōng

Being delivered

请耐心等待

qǐng nàixīn děngdài

Please wait patiently

Cultural Background

中文

催单在中国外卖平台十分常见，通常情况下，用户会较为直接地表达自己的需求，例如直接询问外卖是否已经出发，预计到达时间等。

拼音

Cuī dān zài zhōngguó wàimài píngtái shífēn chángjiàn, tōngcháng qíngkuàng xià, yònghù huì jiào wèi zhíjiē de biǎodá zìjǐ de xūqiú, lìrú zhíjiē xúnwèn wàimài shìfǒu yǐjīng chūfā, yùjì dàodá shíjiān děng。

English

In the US, being polite and patient when following up on an order is generally appreciated. Direct questions about order status are fine, but excessive pressure is frowned upon.

Advanced Expressions

中文

“请问我的订单预计多久能送到？”

“我的外卖配送员现在在哪里？”

“请问有什么可以加快配送速度的方法吗？”

拼音

“Qǐngwèn wǒ de dìngdān yùjì duōjiǔ néng sòngdào？”

“Wǒ de wàimài pèisòngyuán xiànzài zài nǎlǐ？”

“Qǐngwèn yǒu shénme kěyǐ jiākuài pèisòng sùdù de fāngfǎ ma？”

English

“When is my order expected to arrive?”, “Where is my delivery driver now?”, “Is there any way to speed up the delivery?”],

pinyin

Cultural Taboos

中文

避免使用过于强硬或不礼貌的语言，例如大声责骂客服人员。

拼音

Bìmiǎn shǐyòng guòyú qiángyìng huò bù lǐmào de yǔyán, lìrú dàshēng zémà kèfú rényuán。

English

Avoid using overly harsh or impolite language, such as shouting at the customer service staff.

Key Points

中文

在催单时，需要保持冷静和礼貌，清晰地表达自己的需求，并提供必要的订单信息，例如订单号。

拼音

Zài cuī dān shí, xūyào bǎochí lìngjìng hé lǐmào, qīngxī de biǎodá zìjǐ de xūqiú, bìng tígōng bìyào de dìngdān xìnxī, lìrú dìngdānhào。

English

When following up on an order, it is important to remain calm and polite, clearly state your needs, and provide necessary order information such as the order number.

Practice Tips

中文

多练习不同情境下的催单对话，例如外卖迟到、外卖送错等。

可以模拟客服角色，提高应对各种情况的能力。

拼音

Duō liànxí bùtóng qíngjìng xià de cuī dān duìhuà, lìrú wàimài chídào, wàimài sòngcuò děng。

Kěyǐ mónǐ kèfú juésè, tígāo yìngduì gèzhǒng qíngkuàng de nénglì。

English

Practice order follow-up dialogues in different scenarios, such as late deliveries or wrong orders.

Practice the role of customer service to improve your ability to handle various situations.