延迟投诉 Delay Complaint yánchí tú cáo

Dialogues

Dialogues 1

中文

顾客：你好，我点的外卖延误了，订单号是1234567。
客服：您好，请稍等，我帮您查询一下。……订单显示因交通拥堵导致延误，预计还有15分钟送达。
顾客：15分钟？我已经等了一个小时了！这也太久了！
客服：非常抱歉给您造成的不便，请问您方便提供您的具体位置信息吗？
顾客：好的，我的位置是……
客服：好的，我已经将您的情况反馈给配送员，请您耐心等待。我们会尽快为您处理，并给予相应的补偿。

拼音

Gùkè: Nínhǎo, wǒ diǎn de wài mài yánwù le, dìngdàn hào shì 1234567.
Kèfú: Nínhǎo, qǐng shāoděng, wǒ bāng nín cháxún yīxià. …Dìngdàn xiǎnshì yīn jiāotōng yōngdǔ dàozhì yánwù, yùjì hái yǒu 15 fēnzhōng sòngdá.
Gùkè: 15 fēnzhōng? Wǒ yǐjīng děng le yī gè xiǎoshí le! Zhè tài jiǔ le!
Kèfú: Fēicháng bàoqiàn gěi nín zàochéng de bùbiàn, qǐngwèn nín fāngbiàn tígōng nín de jùtǐ wèizhì xìnxī ma?
Gùkè: Hǎo de, wǒ de wèizhì shì……
Kèfú: Hǎo de, wǒ yǐjīng jiāng nín de qíngkuàng fǎnkuì gěi pèisòngyuán, qǐng nín nàixīn děngdài. Wǒmen huì jǐnkuài wèi nín chǔlǐ, bìng gěi yǔ xiāngyìng de bǔcháng.

English

Customer: Hello, my food delivery is delayed. My order number is 1234567.
Customer Service: Hello, please wait a moment, I'll check for you. …The order is delayed due to traffic congestion, it is estimated to arrive in 15 minutes.
Customer: 15 minutes? I've been waiting for an hour! That's too long!
Customer Service: We sincerely apologize for the inconvenience. Could you please provide your exact location?
Customer: Sure, my location is …
Customer Service: Thank you. I've reported your situation to the delivery person, please wait patiently. We'll handle it as soon as possible and give you appropriate compensation.

Dialogues 2

中文

English

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Common Phrases

外卖延迟

wài mài yánchí

Delayed food delivery

Cultural Background

中文

在中国，外卖送餐服务非常普遍，超时的情况也时有发生，消费者通常会直接向商家或平台投诉。

在非正式场合下，沟通可以比较直接，但在正式投诉时，建议使用更礼貌和客气的语言。

拼音

Zài zhōngguó, wài mài sòng cān fúwù fēicháng pǔbiàn, chāoshí de qíngkuàng yě shí yǒu fāshēng, xiāofèizhě tōngcháng huì zhíjiē xiàng shāngjiā huò píngtái tú cáo. Zài fēi zhèngshì chǎnghé xià, gōutōng kěyǐ bǐjiào zhíjiē, dàn zài zhèngshì tú cáo shí, jiànyì shǐyòng gèng lǐmào hé kèqì de yǔyán.

English

Food delivery services are very common in China, and delays sometimes occur. Consumers usually complain directly to the restaurant or platform. Informal communication can be quite direct, but formal complaints should use more polite and courteous language.

Advanced Expressions

中文

由于您的订单严重延误，我要求全额退款。

鉴于您的服务质量问题，我保留进一步追究的权利。

请您尽快处理我的投诉，并提供相应的赔偿方案。

拼音

yóuyú nín de dìngdàn yánzhòng yánwù, wǒ yāoqiú quán'é tuǐkuǎn. jìnyú nín de fúwù zhìliàng wèntí, wǒ bǎoliú jìnxìng zhōu jiū de quánlì. qǐng nín jǐnkuài chǔlǐ wǒ de tú cáo, bìng tígōng xiāngyìng de péicháng fāng'àn.

English

Due to the significant delay of my order, I request a full refund. Given the issues with your service quality, I reserve the right to pursue this further. Please address my complaint promptly and provide a corresponding compensation plan.

Cultural Taboos

中文

避免使用过激的语言，例如辱骂等，以免造成不必要的冲突。

拼音

bìmiǎn shǐyòng guò jī de yǔyán, lìrú rǔmà děng, yǐmiǎn zàochéng bù bìyào de chōngtū.

English

Avoid using harsh language such as insults, to prevent unnecessary conflict.

Key Points

中文

投诉时，需提供订单号、延误时间、联系方式等信息。注意语气礼貌，避免情绪激动。

拼音

tú cáo shí, xū tígōng dìngdàn hào, yánwù shíjiān, liánxì fāngshì děng xìnxī. zhùyì yǔqì lǐmào, bìmiǎn qíngxù jīdòng.

English

When complaining, provide order number, delay time, contact information etc. Maintain a polite tone and avoid getting emotional.

Practice Tips

中文

反复练习不同情况下的应对方式，例如配送员联系不上、商家拒绝退款等。

练习使用更高级的表达方式，提升表达能力。

拼音

fǎnfù liànxí bùtóng qíngkuàng xià de yìngduì fāngshì, lìrú pèisòngyuán liánxì bù shàng, shāngjiā jùjué tuǐkuǎn děng. liànxí shǐyòng gèng gāojí de biǎodá fāngshì, tíshēng biǎodá nénglì.

English

Practice responding in different situations, for example, when the delivery person is unreachable, the merchant refuses a refund, etc. Practice using more advanced expressions to improve your communication skills.