Scene | 情境 A customer calls customer service to solve a problem with an online order. 顧客打電話給客服，解決線上訂單問題。
Conversation | 對話
Customer: Hello, I ordered a pair of headphones from your website last week, but I haven’t received them yet.顧客： 你好，我上週在你們網站訂購了一副耳機，但到現在還沒收到。
Agent: I’m sorry to hear that. Could you please provide your order number so I can check the status?
客服人員： 很抱歉聽到這個問題。請您提供訂單號碼，我好查詢狀態。
Customer: Sure, it’s #45892.
顧客： 好的，是 #45892。
Agent: Thank you. Let me check… According to our system, the package was shipped three days ago. It should arrive within the next two business days.
客服人員： 謝謝。我來查一下… 根據系統，包裹三天前已寄出，應該會在接下來的兩個工作天內送達。
Customer: I see. Can I track the package online?
顧客： 我了解了。我可以在線上追蹤包裹嗎？
Agent: Yes, of course. I’ll send you the tracking link by email right now. You can follow the delivery in real time.
客服人員： 當然。我會立刻寄送追蹤連結到您的電子郵件，您可以即時查看配送進度。
Customer: Great, thank you. What if the package doesn’t arrive by next week?
顧客： 太好了，謝謝。如果下週還沒收到怎麼辦？
Agent: If that happens, please contact us again. We’ll either send a replacement or issue a full refund.
客服人員： 如果發生這種情況，請再次聯繫我們。我們會重新寄送或提供全額退款。
Customer: That’s very helpful. I appreciate your support.
顧客： 這非常有幫助，感謝你的協助。
Agent: You’re welcome. Is there anything else I can assist you with today?
客服人員： 不客氣。今天還有其他需要我協助的地方嗎？
Customer: No, that’s all.
顧客： 沒有了。
Agent: Perfect. Thank you for calling. Have a nice day!
客服人員： 好的，謝謝您的來電。祝您有美好的一天！
📝 Useful Customer Service Phrases
常用客服句型
- I’m sorry to hear that. 很抱歉聽到這個問題。
- Could you please provide your order number? 請您提供訂單號碼。
- Let me check the status for you. 我來幫您查詢狀態。
- I’ll send you the tracking link by email. 我會寄送追蹤連結到您的電子郵件。
- We’ll send a replacement or issue a refund. 我們會重新寄送或提供退款。
- Is there anything else I can assist you with today? 今天還有其他需要我協助的嗎？
