系统故障 System Malfunction
Dialogues
Dialogues 1
中文
顾客：您好，我点的外卖怎么还没送到？
客服：您好，非常抱歉，由于系统故障，您的订单派送出现了延迟。
顾客：系统故障？多久能送到？
客服：我们正在全力抢修，预计还需要15分钟左右，请您稍等。
顾客：15分钟？我的饭菜都凉了！
客服：实在抱歉，为了补偿您的损失，我们将为您免除此次订单的费用。
顾客：那好吧。
拼音
English
Customer: Hello, why hasn't my takeout arrived yet?
Customer service: Hello, we're very sorry, but due to a system malfunction, there's a delay in delivering your order.
Customer: A system malfunction? How long will it take?
Customer service: We are working hard to fix it. It's estimated to take another 15 minutes or so. Please wait a moment.
Customer: 15 minutes? My food will be cold!
Customer service: We are truly sorry. To compensate for your inconvenience, we will waive the fee for this order.
Customer: Okay, thanks.
Dialogues 2
中文
快递员：您好，您的外卖到了，请签收。
顾客：等等，我还没收到短信提示呢，是不是系统出问题了？
快递员：不好意思，最近系统有点故障，派送信息可能会有延迟，但您的订单确实已经到了。
顾客：那好吧，麻烦您了。
快递员：不客气，祝您用餐愉快！
拼音
English
Delivery person: Hello, your takeout is here, please sign for it.
Customer: Wait, I haven't received an SMS notification yet. Is there a problem with the system?
Delivery person: Sorry, the system has been a bit faulty lately. The delivery information may be delayed, but your order has indeed arrived.
Customer: Okay, thank you.
Delivery person: You're welcome, enjoy your meal!
Common Phrases
系统故障
System malfunction
Cultural Background
中文
在中国，外卖送餐延迟是很常见的现象，尤其是在高峰期。消费者对送餐速度的要求很高，因此系统故障会导致顾客不满。
客服人员通常会表示歉意并提供相应的补偿，例如免除订单费用或给予优惠券。
拼音
English
In China, delayed food delivery is a common occurrence, especially during peak hours. Consumers have high expectations for delivery speed, so system malfunctions can lead to customer dissatisfaction.
Customer service representatives usually apologize and offer compensation, such as waiving the order fee or providing coupons.
Advanced Expressions
中文
由于系统出现异常，您的订单派送可能会延迟，请您耐心等待。我们将尽力确保您的订单尽快送达。
由于不可抗力因素（例如：突发大雨）导致的系统故障，我们会尽快处理，请谅解。
拼音
English
Due to a system anomaly, the delivery of your order may be delayed. Please wait patiently. We will do our best to ensure that your order is delivered as soon as possible.
Due to force majeure (e.g., sudden heavy rain) resulting in a system malfunction, we will deal with it as soon as possible. Please understand.
Cultural Taboos
中文
避免使用过于强硬或不尊重的语气与客户沟通，要始终保持耐心和礼貌。
拼音
Bìmiǎn shǐyòng guòyú qiángyìng huò bù zūnjìng de yǔqì yǔ kèhù gōutōng, yào shǐzhōng bǎochí nàixīn hé lǐmào.
English
Avoid using overly harsh or disrespectful language when communicating with customers. Always remain patient and polite.Key Points
中文
在处理系统故障导致的外卖订单延迟问题时，关键在于快速响应客户的疑问，并提供合理的解释和补偿方案，以最大限度地减少客户的不满。
拼音
English
When handling delayed food delivery orders due to system malfunctions, the key is to quickly respond to customer inquiries and provide reasonable explanations and compensation plans to minimize customer dissatisfaction.Practice Tips
中文
反复练习各种可能的客户提问和相应的客服回答，并注意语气和语调的变化。
可以模拟不同的情境，例如高峰期和非高峰期，来提高应变能力。
可以与朋友一起进行角色扮演，练习流畅的对话。
拼音
English
Practice various possible customer questions and corresponding customer service responses repeatedly, paying attention to changes in tone and intonation.
You can simulate different scenarios, such as peak and non-peak hours, to improve your adaptability.
You can role-play with friends to practice fluent conversation.