配送争议 Delivery Dispute Pèisòng zhēngyì

Dialogues

Dialogues 1

中文

顾客：您好，我点的餐怎么还没送到？比预计送达时间晚了二十分钟。
客服：您好，非常抱歉，由于今天订单量较大，导致您的订单延误，请您稍等片刻，我们会尽快为您安排配送。
顾客：可是我已经等了一个多小时了，这也太久了吧！
客服：再次表示歉意，请问您的订单号是多少？我帮您查询一下具体的配送情况。
顾客：订单号是123456789。
客服：好的，请稍等…… 您的订单已经分配给骑手了，预计5分钟内送达，再次感谢您的耐心等待。
顾客：好的，谢谢。

拼音

Gùkè: Nínhǎo, wǒ diǎn de cān zěnme hái méi sòngdào? Bǐ yùjì sòngdá shíjiān wǎn le èrshí fēnzhōng.
Kèfú: Nínhǎo, fēicháng bàoqiàn, yóuyú jīntiān dìngdān liàng dà, dǎozhì nín de dìngdān yánwù, qǐng nín shāoděng piànkè, wǒmen huì jinkuài wèi nín ānpái pèisòng.
Gùkè: Kěshì wǒ yǐjīng děng le yīgè duō xiǎoshí le, zhè tài jiǔ le ba!
Kèfú: Zàicì biǎoshì qiànyì, qǐngwèn nín de dìngdānhào shì duōshao? Wǒ bāng nín cháxún yīxià gùtǐ de pèisòng qíngkuàng.
Gùkè: Dìngdānhào shì 123456789.
Kèfú: Hǎode, qǐng shāoděng…… Nín de dìngdān yǐjīng fēnpèi gěi qíshǒu le, yùjì 5 fēnzhōng nèi sòngdá, zàicì gǎnxiè nín de nàixīn děngdài.
Gùkè: Hǎode, xièxie.

English

Customer: Hello, why hasn't my order arrived yet? It's twenty minutes late.
Customer Service: Hello, we are very sorry, due to the large number of orders today, your order has been delayed. Please wait a moment, we will arrange delivery as soon as possible.
Customer: But I've been waiting for more than an hour! That's too long!
Customer Service: We apologize again. What's your order number? I'll check the delivery status for you.
Customer: My order number is 123456789.
Customer Service: Okay, please wait… Your order has been assigned to a rider and should arrive within 5 minutes. Thank you for your patience.
Customer: Okay, thank you.

Dialogues 2

中文

English

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Common Phrases

配送争议

pèisòng zhēngyì

Delivery Dispute

Cultural Background

中文

在中国的快餐外卖平台上，消费者会经常与客服沟通，解决配送延迟或其他问题。

直接与客服沟通解决问题是常用的解决方式，但有时也可能需要联系平台的售后部门。

如果订单出现问题，消费者通常会表达不满，但通常也会给予理解，特别是在高峰期。

拼音

Zài zhōngguó de kuàicān wàimài píngtái shàng, xiāofèizhě huì jīngcháng yǔ kèfú gōutōng, jiějué pèisòng yánchí huò qítā wèntí。

Zhíjiē yǔ kèfú gōutōng jiějué wèntí shì chángyòng de jiějué fāngshì, dàn yǒushí yě kěnéng xūyào liánxì píngtái de shòuhòu bùmen。

Rúguǒ dìngdān chūxiàn wèntí, xiāofèizhě tōngcháng huì biǎodá bùmǎn, dàn tōngcháng yě huì gěiyǔ lǐjiě, tèbié shì zài gāofēngqī。

English

In China, consumers often communicate with customer service to resolve delivery delays or other issues on food delivery platforms.

Direct communication with customer service is a common way to resolve problems, but sometimes it may also be necessary to contact the platform's after-sales department.

If there are problems with the order, consumers usually express dissatisfaction, but they usually also show understanding, especially during peak hours.

Advanced Expressions

中文

由于客观原因导致配送延迟，我们深表歉意，已为您安排优先配送。

您的订单出现异常，我们正在紧急处理，如有任何疑问，请随时联系我们。

感谢您的理解和支持，我们会尽力为您提供更好的服务体验。

拼音

Yóuyú kèguān yuányīn dǎozhì pèisòng yánchí, wǒmen shēnbiǎo qiànyì, yǐ wèi nín ānpái yōuxiān pèisòng。

Nín de dìngdān chūxiàn yícháng, wǒmen zhèngzài jǐnjí chǔlǐ, rúyǒu rènhé yíwèn, qǐng suíshí liánxì wǒmen。

Gǎnxiè nín de lǐjiě hé zhīchí, wǒmen huì jìnlì wèi nín tígōng gèng hǎo de fúwù tǐyàn。

English

Due to objective reasons that caused the delivery delay, we sincerely apologize, and have arranged priority delivery for you.

There is an anomaly with your order, we are handling it urgently. If you have any questions, please feel free to contact us.

Thank you for your understanding and support, we will do our best to provide you with a better service experience.

Cultural Taboos

中文

避免使用过激的语言或语气，保持冷静和礼貌。

拼音

Bìmiǎn shǐyòng guòjī de yǔyán huò yǔqì, bǎochí língjìng hé lǐmào。

English

Avoid using aggressive language or tone, remain calm and polite.

Key Points

中文

在与客服沟通时，提供准确的订单号和详细描述问题，有助于快速解决问题。注意沟通语气，避免口头冲突。

拼音

Zài yǔ kèfú gōutōng shí, tígōng zhǔnquè de dìngdānhào hé xiángxì miáoshù wèntí, yǒuzhù yú kuàisù jiějué wèntí。 Zhùyì gōutōng yǔqì, bìmiǎn kǒutóu chōngtú。

English

When communicating with customer service, providing the accurate order number and detailed problem description helps to resolve the issue quickly. Pay attention to your tone and avoid verbal conflicts.

Practice Tips

中文

模拟与客服的对话场景，练习如何清晰地表达自己的需求和不满。

尝试用不同的语气表达同样的意思，感受语气对沟通效果的影响。

学习一些常用的道歉和安抚语句，提升沟通效率。

拼音

Móni ǔ kèfú de duìhuà chǎngjǐng, liànxí rúhé qīngxī de biǎodá zìjǐ de xūqiú hé bùmǎn。

Chángshì yòng bùtóng de yǔqì biǎodá tóngyàng de yìsi, gǎnshòu yǔqì duì gōutōng xiàoguǒ de yǐngxiǎng。

Xuéxí yīxiē chángyòng de dàoqiàn hé ānfǔ yǔjù, tíshēng gōutōng xiàolǜ。

English

Simulate conversation scenarios with customer service, practice how to clearly express your needs and dissatisfaction.

Try expressing the same meaning with different tones, and feel how the tone affects the communication effect.

Learn some commonly used apology and soothing statements to improve communication efficiency.