服务反馈 Service Feedback fúwù fǎnkuì

Dialogues

Dialogues 1

中文

顾客：您好，我刚才点的外卖送达时，菜品有损坏，请问怎么处理？
客服：您好，非常抱歉！请问您是哪家餐厅的什么菜品损坏？方便提供订单号或照片吗？
顾客：我是从‘老张家’订的宫保鸡丁，订单号是123456。菜品盒子压扁了，鸡丁都洒出来了。（提供照片）
客服：好的，我已经看到照片了。我们会尽快联系餐厅处理，您可以选择退款或重新送餐。您希望怎样处理呢？
顾客：那就退款吧，麻烦尽快处理。
客服：好的，我们会在1-3个工作日内将款项退回到您的账户，请您留意。

拼音

gùkè: hǎo, wǒ gāngcái diǎn de wàimài sòngdá shí, càipǐn yǒu sǔnhuài, qǐngwèn zěnme chǔlǐ？
kèfú: hǎo, fēicháng bàoqiàn! qǐngwèn nín shì nǎ jiā cāntīng de shénme càipǐn sǔnhuài？fāngbiàn tígōng dìngdānhào huò zhàopiàn ma？
gùkè: wǒ shì cóng ‘lǎozhāng jiā’ dìng de gōngbǎo jīdīng, dìngdānhào shì 123456. càipǐn hézi yāpiān le, jīdīng dōu sǎ chūlái le. (tígōng zhàopiàn)
kèfú: hǎo de, wǒ yǐjīng kàndào zhàopiàn le. wǒmen huì jinkuài liánxì cāntīng chǔlǐ, nín kěyǐ xuǎnzé tuǐkuǎn huò chóngxīn sòngcān. nín xīwàng zěn yàng chǔlǐ ne？
gùkè: nà jiù tuǐkuǎn ba, máfan jinkuài chǔlǐ.
kèfú: hǎo de, wǒmen huì zài 1-3 gè gōngzuòrì nèi jiāng kuǎnxiàng tuì huí dào nín de zhànghù, qǐng nín liúyì.

English

Customer: Hello, the food I ordered was damaged when it arrived. What should I do?
Customer service: Hello, we are very sorry! Which restaurant and which dish was damaged? Could you provide the order number or a photo?
Customer: I ordered Kung Pao Chicken from ‘Lao Zhang’s’, order number 123456. The box was crushed and the chicken spilled out. (Provides photo)
Customer service: Okay, I've seen the photo. We'll contact the restaurant immediately to resolve this. You can choose a refund or a redelivery. Which would you prefer?
Customer: I'll take a refund, please process it as soon as possible.
Customer service: Okay, we will refund the amount to your account within 1-3 business days. Please keep an eye out for it.

Dialogues 2

中文

顾客：您好，我刚才点的外卖送达时，菜品有损坏，请问怎么处理？
客服：您好，非常抱歉！请问您是哪家餐厅的什么菜品损坏？方便提供订单号或照片吗？
顾客：我是从‘老张家’订的宫保鸡丁，订单号是123456。菜品盒子压扁了，鸡丁都洒出来了。（提供照片）
客服：好的，我已经看到照片了。我们会尽快联系餐厅处理，您可以选择退款或重新送餐。您希望怎样处理呢？
顾客：那就退款吧，麻烦尽快处理。
客服：好的，我们会在1-3个工作日内将款项退回到您的账户，请您留意。

English

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Common Phrases

您好，我点的外卖...

nín hǎo, wǒ diǎn de wàimài...

Hello, the food I ordered...

Cultural Background

中文

中国外卖平台通常提供多种联系客服的方式，包括在线客服、电话客服和app内反馈等。

顾客在反馈问题时，通常会提供订单号、照片或视频作为证据。

退款和重新送餐是常见的解决方案。

在正式场合，使用礼貌用语很重要。

拼音

zhōngguó wàimài píngtái tōngcháng tígōng duō zhǒng liánxì kèfú de fāngshì, bāokuò zài xiàn kèfú, diànhuà kèfú hé app nèi fǎnkuì děng。

gùkè zài fǎnkuì wèntí shí, tōngcháng huì tígōng dìngdānhào, zhàopiàn huò shìpín zuòwéi zhèngjù。

tuǐkuǎn hé chóngxīn sòngcān shì chángjiàn de jiějué fāng'àn。

zài zhèngshì chǎnghé, shǐyòng lǐmào yòngyǔ hěn zhòngyào。

English

Chinese takeout platforms typically offer multiple ways to contact customer service, including online chat, phone, and in-app feedback.

Customers usually provide order numbers, photos, or videos as evidence when reporting issues.

Refunds and redelivery are common solutions.

In formal settings, polite language is important.

Advanced Expressions

中文

“贵公司对客户的体验非常重视”

“希望贵公司能改进服务质量”

“我对贵公司的服务整体评价很高，但仍有一些可以改进的地方”

拼音

“guì gōngsī duì kèhù de tǐyàn fēicháng zhòngshì”

“xīwàng guì gōngsī néng gǎijìn fúwù zhìliàng”

“wǒ duì guì gōngsī de fúwù zhěngtǐ píngjià hěn gāo, dàn réng yǒu yīxiē kěyǐ gǎijìn de dìfāng”

English

“Your company places great importance on customer experience.”

“I hope your company can improve its service quality.”

“My overall evaluation of your company's service is very high, but there are still some areas for improvement.”

Cultural Taboos

中文

避免使用过激或侮辱性的言辞。

拼音

bìmiǎn shǐyòng guòjī huò wǔrǔ xìng de yáncí。

English

Avoid using aggressive or insulting language.

Key Points

中文

根据具体情况选择合适的反馈方式，例如在线客服、电话客服或app内反馈。提供清晰的证据，例如订单号、照片或视频，可以提高解决问题的效率。

拼音

gēnjù jùtǐ qíngkuàng xuǎnzé héshì de fǎnkuì fāngshì, lìrú zài xiàn kèfú, diànhuà kèfú huò app nèi fǎnkuì。tígōng qīngxī de zhèngjù, lìrú dìngdānhào, zhàopiàn huò shìpín, kěyǐ tígāo jiějué wèntí de xiàolǜ。

English

Choose the appropriate feedback method based on the specific situation, such as online chat, phone, or in-app feedback. Providing clear evidence, such as order numbers, photos, or videos, can improve the efficiency of problem-solving.

Practice Tips

中文

多练习不同场景下的服务反馈对话，例如外卖损坏、送餐延误等。

可以和朋友一起模拟对话，互相练习。

注意语气和礼貌用语。

拼音

duō liànxí bùtóng chǎngjǐng xià de fúwù fǎnkuì duìhuà, lìrú wàimài sǔnhuài, sòngcān yánwù děng。

kěyǐ hé péngyou yīqǐ mōní duìhuà, hùxiāng liànxí。

zhùyì yǔqì hé lǐmào yòngyǔ。

English

Practice service feedback dialogues in different scenarios, such as damaged food, delayed delivery, etc.

You can simulate dialogues with friends and practice with each other.

Pay attention to tone and polite language.