接案与询问流程(中英文对照版).docVIP

接报案用语及接报案询问流程(英文版) 1、开头语： Good morning/afternoon/evening, sir/madam. This is CPIC Customer Service Call Centre .Can I help you? 2、询问车牌号： What’s your license plate number? 如未通过车牌号调出车辆信息，询问客户保险单号： What’s your insurance policy No.? 如仍未调出信息，告知客户查证后，事故发生48小时内报案： I’am sorry. There isn’t any information about your car in our system. Please check your insurance policy or contact with the sector which insured your car. And then you’d better call our center after 48(forty-eight) hours of the accident. 3、询问出险时间：(日期和时间的表述见附注1) Which day did this accident happen? ……And what time did it happen?…… 核实：Was it……？ 4、询问报案人姓名和电话： Could I have your name, please?…………Would you kindly spell it for me?…………Thank you, I got it. May I have your phone number, please?…………Could I check the number? Is it********？ 5、询问出险司机姓名和电话： And who drived the car in this accident? May I have the driver’s name and the phone number, please? 6、询问出险地点：（主要道路名称的英文表述见附注2） Where did this accident happen? Which District? And which street? 7、询问车辆目前位置： Where is the car’s position now？ （and what is it named?） （事故现场Accident scene [si:n]，定损中心CPIC’s damage survey center，汽修厂Motor repair factory。 8、询问责任比例： What about the responsibility proportion? Who take responsible to this accident? 负全部责任：Takes the full liability ?[?lai??biliti] 负50%责任：Takes fifty percent responsibilities 9、询问事故如何发生： How did this accident happen? or What causes it? ★★ 单方事故： ● 询问车辆损失部位： Which part of your car is damaged now? ● 询问车辆当时行驶、转弯、倒车的方向： Which direction did your car move/turn/reverse? ● 询问出险方式碰撞、剐蹭： Did your car knock or rub any object? ● 询问事故车辆是否可正常行驶： Now, can your car is drived normally? ● 告知客户需提供警察、气象等事故证明： So, If I may make a suggestion, please ask the police/Meteorological?[mi:ti?r?l?d?ik?l] bureau?[?bju?r?u] to issue related confirming documentation. ● 告知客户先定损后修车，不要扩大损失： First, you should go to CPIC’s damage survey center, our staff will check the car and take photos, then you can go to repair your car. While using the car, pl