{"id":17371,"date":"2026-08-14T00:26:42","date_gmt":"2026-08-13T14:26:42","guid":{"rendered":"https:\/\/geoffreychen.com\/when-customer-service-says-well-get-back-to-you-what-happens-next\/"},"modified":"2026-08-14T00:26:42","modified_gmt":"2026-08-13T14:26:42","slug":"when-customer-service-says-well-get-back-to-you-what-happens-next","status":"publish","type":"post","link":"https:\/\/geoffreychen.com\/zh\/when-customer-service-says-well-get-back-to-you-what-happens-next\/","title":{"rendered":"\u5ba2\u670d\u8bf4\u201cWe\u2019ll get back to you\u201d\uff0c\u63a5\u4e0b\u6765\u7a76\u7adf\u8c01\u8981\u505a\u4ec0\u4e48\uff1f"},"content":{"rendered":"<\/p>\n<p><em>\u300a\u6fb3\u6d32\u4eba\u4e3a\u4ec0\u4e48\u8fd9\u6837\u8bf4\uff1f\u300b\u00b7 \u7b2c\u4e09\u5b63\u201c\u628a\u8bdd\u8bf4\u6e05\u695a\u201d\u00b7 \u7b2c 36 \u7bc7<\/em><\/p>\n<p>\u5ba2\u670d\u542c\u5b8c\u95ee\u9898\uff0c\u8bf4\uff1a<code>We\u2019ll get back to you.<\/code> \u7535\u8bdd\u793c\u8c8c\u7ed3\u675f\u3002\u8fc7\u4e86\u51e0\u5929\uff0c\u6ca1\u6709\u90ae\u4ef6\uff0c\u4e5f\u6ca1\u6709\u6765\u7535\u3002\u4f60\u518d\u6b21\u8054\u7cfb\uff0c\u65b0\u7684\u5de5\u4f5c\u4eba\u5458\u95ee\uff1a<code>Do you have a reference number?<\/code> \u8fd9\u65f6\u624d\u53d1\u73b0\uff0c\u4e0a\u4e00\u6b21\u8c08\u8bdd\u4e5f\u8bb8\u7559\u4e0b\u4e86 internal note\uff0c\u5374\u6ca1\u6709\u5f62\u6210\u4e00\u6761\u4f60\u80fd\u591f\u8ffd\u8e2a\u7684\u4e8b\u9879\u3002<\/p>\n<p><code>We\u2019ll get back to you<\/code> \u8868\u793a\u5bf9\u65b9\u627f\u8bfa\u5728\u83b7\u5f97\u4fe1\u606f\u6216\u5904\u7406\u540e\u518d\u6b21\u8054\u7cfb\u3002\u5b83\u6bd4 <code>We\u2019ll look into it<\/code> \u591a\u4e86\u4e00\u5c42\u201c\u56de\u5e94\u4f60\u201d\u7684\u65b9\u5411\uff0c\u5374\u4ecd\u6ca1\u6709\u8bf4\u660e\u7531\u54ea\u4e2a\u56e2\u961f\u5904\u7406\u3001\u7528\u4ec0\u4e48\u6e20\u9053\u56de\u590d\uff0c\u4ee5\u53ca\u4ec0\u4e48\u65f6\u5019\u6ca1\u6709\u6d88\u606f\u5c31\u7b97\u5ef6\u8bef\u3002<\/p>\n<p>\u8c08\u8bdd\u7ed3\u675f\u524d\uff0c\u53ef\u4ee5\u81ea\u7136\u5730\u95ee\uff1a<\/p>\n<blockquote>\n<p><code>Could I have the reference number, please?<\/code><br \/><code>When should I expect an update?<\/code><br \/><code>Will you contact me by phone or email?<\/code><br \/><code>If I haven\u2019t heard by then, which team should I contact?<\/code><\/p>\n<\/blockquote>\n<p>\u8fd9\u56db\u53e5\u4e0d\u9700\u8981\u4e00\u6b21\u5168\u90e8\u4f7f\u7528\u3002\u76ee\u6807\u662f\u8ba9\u627f\u8bfa\u62e5\u6709\u8eab\u4efd\u3001\u65f6\u95f4\u548c\u8fd4\u56de\u8def\u5f84\u3002<\/p>\n<h2>Acknowledgement \u4e0d\u7b49\u4e8e outcome<\/h2>\n<p>\u6295\u8bc9\u6d41\u7a0b\u4e2d\u5e38\u89c1\u4e09\u79cd\u4fe1\u606f\uff1a<code>We have received your complaint<\/code>\u3001<code>Your complaint has been assigned<\/code>\u3001<code>We have completed our review<\/code>\u3002\u7b2c\u4e00\u53e5\u786e\u8ba4\u6536\u5230\uff0c\u7b2c\u4e8c\u53e5\u8bf4\u660e\u8fdb\u5165\u5904\u7406\uff0c\u7b2c\u4e09\u53e5\u624d\u8868\u793a\u5f62\u6210\u7ed3\u679c\u3002\u81ea\u52a8\u90ae\u4ef6\u5199\u7740 <code>Your case is important to us<\/code>\uff0c\u5e76\u4e0d\u80fd\u544a\u8bc9\u4f60\u6709\u6ca1\u6709\u8d1f\u8d23\u4eba\u6216\u4f55\u65f6\u4f5c\u51fa\u51b3\u5b9a\u3002<\/p>\n<p>Commonwealth Ombudsman \u5efa\u8bae\u6295\u8bc9\u4eba\u8bb0\u5f55 complaint reference number \u548c\u63d0\u4ea4\u65e5\u671f\uff0c\u5e76\u5728\u673a\u6784\u516c\u5e03\u7684\u671f\u9650\u5185\u6ca1\u6709\u56de\u590d\u65f6\u8ddf\u8fdb\u3002\u5176 Better Practice Complaint Handling Guide \u4e5f\u628a\u6e05\u695a\u7684 outcome communication \u4e0e\u7b80\u5355 acknowledgement \u533a\u5206\uff1a\u5904\u7406\u7ed3\u679c\u5e94\u6982\u62ec\u6295\u8bc9\u3001\u8bf4\u660e\u91c7\u53d6\u7684\u8c03\u67e5\u884c\u52a8\u3001\u8003\u8651\u7684\u4fe1\u606f\u4e0e\u8bc1\u636e\u3001\u51b3\u5b9a\u7406\u7531\u3001\u8865\u6551\u63aa\u65bd\u53ca\u53ef\u7528\u7684 review options\u3002<\/p>\n<p>\u666e\u901a\u6d88\u8d39\u8005\u6295\u8bc9\u672a\u5fc5\u9700\u8981\u8fd9\u6837\u5b8c\u6574\u7684\u884c\u653f\u683c\u5f0f\uff0c\u4f46\u540c\u4e00\u7ed3\u6784\u4ecd\u7136\u6709\u7528\u3002\u5bf9\u65b9\u8bf4 <code>Your complaint has been resolved<\/code> \u65f6\uff0c\u4f60\u53ef\u4ee5\u95ee\uff1a<code>Could you tell me the outcome and what action will now be taken?<\/code> \u7cfb\u7edf\u628a\u72b6\u6001\u6539\u4e3a closed\uff0c\u4e0d\u8868\u793a\u95ee\u9898\u5df2\u7ecf\u6309\u4f60\u7684\u671f\u5f85\u89e3\u51b3\uff1b\u6709\u65f6\u53ea\u662f\u673a\u6784\u5df2\u5b8c\u6210\u81ea\u5df1\u80fd\u591f\u6216\u613f\u610f\u91c7\u53d6\u7684\u5904\u7406\u3002<\/p>\n<h2>Reference number \u6709\u4ec0\u4e48\u7528\uff0c\u53c8\u4e0d\u80fd\u505a\u4ec0\u4e48<\/h2>\n<p>Reference number \u628a\u4e0d\u540c\u7535\u8bdd\u3001\u90ae\u4ef6\u548c\u5de5\u4f5c\u4eba\u5458\u8fde\u63a5\u5230\u540c\u4e00\u8bb0\u5f55\u3002\u518d\u6b21\u8054\u7cfb\u65f6\uff0c\u5148\u63d0\u4f9b\u53f7\u7801\u3001\u59d3\u540d\u548c\u5173\u952e\u65e5\u671f\uff0c\u901a\u5e38\u6bd4\u4ece\u5934\u8bb2\u5b8c\u6574\u6545\u4e8b\u66f4\u5feb\u3002\u4fdd\u5b58\u622a\u56fe\u6216\u786e\u8ba4\u90ae\u4ef6\uff0c\u5e76\u8bb0\u5f55\u627f\u8bfa\u7684\u4e0b\u4e00\u6b21\u66f4\u65b0\u65f6\u95f4\u3002<\/p>\n<p>\u53f7\u7801\u672c\u8eab\u5374\u4e0d\u662f\u8fdb\u5c55\u3002<code>Your reference is 84721<\/code> \u53ea\u8bc1\u660e\u7cfb\u7edf\u5efa\u7acb\u4e86\u67d0\u9879\u8bb0\u5f55\uff1b\u5b83\u6ca1\u6709\u8bc1\u660e\u4e8b\u5b9e\u88ab\u51c6\u786e\u5199\u5165\uff0c\u4e5f\u6ca1\u6709\u627f\u8bfa\u6709\u5229\u7ed3\u679c\u3002\u53ef\u4ee5\u5728\u7b2c\u4e00\u6b21\u8054\u7cfb\u65f6\u7528\u4e00\u53e5\u8bdd\u6838\u5bf9\uff1a<\/p>\n<blockquote>\n<p><code>Could you read back how the issue has been recorded? The main point is that I was charged twice, not that the delivery was late.<\/code><\/p>\n<\/blockquote>\n<p>\u5982\u679c\u5bf9\u65b9\u8981\u6c42\u8865\u5145\u6750\u6599\uff0c\u95ee\u6e05\u6587\u4ef6\u540d\u79f0\u3001\u4e0a\u4f20\u6e20\u9053\u548c deadline\u3002\u53d1\u9001\u540e\u4fdd\u7559 receipt \u6216 submission confirmation\u3002<code>I sent it last week<\/code> \u5bf9\u4f60\u662f\u771f\u5b9e\u8bb0\u5fc6\uff0c\u5bf9\u5927\u578b\u7cfb\u7edf\u5374\u53ef\u80fd\u627e\u4e0d\u5230\u5bf9\u5e94\u5165\u53e3\u3002<\/p>\n<h2>Follow up \u4e0d\u662f\u6bcf\u5929\u91cd\u65b0\u50ac\u95ee<\/h2>\n<p>\u6709\u6548 follow-up \u4f1a\u5f15\u7528\u5df2\u7ea6\u5b9a\u7684\u65f6\u95f4\uff1a<\/p>\n<blockquote>\n<p><code>I\u2019m following up on complaint 84721, lodged on 12 August. I was told I would receive an update within five business days, but I haven\u2019t received one. Could you confirm its current status and the next response date?<\/code><\/p>\n<\/blockquote>\n<p>\u8fd9\u6837\u505a\u628a\u95ee\u9898\u9650\u5b9a\u4e3a\u65f6\u95f4\u7ebf\u4e0e\u4e0b\u4e00\u6b65\uff0c\u4e0d\u9700\u8981\u5148\u91cd\u65b0\u8868\u8fbe\u5168\u90e8\u6124\u6012\u3002\u82e5\u673a\u6784\u5c1a\u672a\u5b8c\u6210\uff0c\u53ef\u4ee5\u8981\u6c42 revised timeframe \u548c delay \u539f\u56e0\u3002\u590d\u6742\u8c03\u67e5\u786e\u5b9e\u53ef\u80fd\u9700\u8981\u66f4\u591a\u65f6\u95f4\uff0c\u5ef6\u671f\u672c\u8eab\u4e0d\u4e00\u5b9a\u4e0d\u5408\u7406\uff1b\u4e0d\u65ad\u5ef6\u671f\u800c\u6ca1\u6709\u89e3\u91ca\uff0c\u624d\u4f7f\u627f\u8bfa\u5931\u53bb\u53ef\u68c0\u67e5\u6027\u3002<\/p>\n<p>ACCC \u5173\u4e8e\u6d88\u8d39\u8005\u6295\u8bc9\u7684\u6307\u5bfc\u5efa\u8bae\u5199\u660e\u95ee\u9898\u4e0e\u5e0c\u671b\u7684 outcome\u3001\u5173\u952e\u65e5\u671f\u3001\u5df2\u7ecf\u91c7\u53d6\u7684\u884c\u52a8\u3001\u652f\u6301\u6587\u4ef6\uff0c\u5e76\u8981\u6c42\u5728\u5408\u7406\u65f6\u95f4\u5185\u56de\u590d\u3002\u82e5\u5546\u5bb6\u4ecd\u4e0d\u89e3\u51b3\uff0c\u5e94\u67e5\u770b\u672c\u5dde consumer protection body\u3001\u884c\u4e1a ombudsman\u3001tribunal \u6216\u5176\u4ed6\u9002\u5408\u6e20\u9053\u3002ACCC \u63a5\u6536\u6709\u5173\u5e7f\u6cdb\u6d88\u8d39\u8005\u95ee\u9898\u7684 reports\uff0c\u5374\u4e00\u822c\u4e0d\u66ff\u4e2a\u4eba\u89e3\u51b3\u4e89\u8bae\uff1b\u628a <code>I reported it to the ACCC<\/code> \u7406\u89e3\u6210 ACCC \u4f1a\u63a5\u7ba1\u4f60\u7684 refund case\uff0c\u53ef\u80fd\u53c8\u4ea7\u751f\u4e00\u6b21\u9519\u8bef\u671f\u5f85\u3002<\/p>\n<p>Escalate \u4e5f\u4e0d\u7b49\u4e8e\u63d0\u9ad8\u97f3\u91cf\u3002\u53ef\u4ee5\u95ee\uff1a<code>Is there an internal review or complaints team that can reconsider this outcome?<\/code> \u82e5\u6536\u5230\u4e66\u9762\u51b3\u5b9a\uff0c\u5148\u770b\u7406\u7531\u4e0e review instructions\u3002\u5411\u5916\u90e8\u673a\u6784\u6295\u8bc9\u524d\uff0c\u8bb8\u591a ombudsman \u4f1a\u8981\u6c42\u4f60\u5148\u5b8c\u6210\u539f\u673a\u6784\u7684\u6295\u8bc9\u8fc7\u7a0b\uff1b\u5177\u4f53\u6761\u4ef6\u5e94\u67e5\u770b\u76f8\u5e94\u673a\u6784\u7684\u73b0\u884c\u89c4\u5219\u3002<\/p>\n<h2>\u7b2c\u4e09\u5b63\u4e3a\u4ec0\u4e48\u4ee5\u8fd9\u53e5\u8bdd\u7ed3\u675f<\/h2>\n<p>\u8fd9\u4e00\u5b63\u4ece GP \u7684 <code>What can I do for you today?<\/code> \u5f00\u59cb\u3002\u75c5\u4eba\u9700\u8981\u628a\u4e0d\u9002\u7ec4\u7ec7\u6210\u533b\u751f\u53ef\u4ee5\u8ffd\u95ee\u7684\u4fe1\u606f\u3002\u5230 000 \u901a\u8bdd\uff0c\u63a5\u7ebf\u5458\u53cd\u8fc7\u6765\u63d0\u4f9b\u7ed3\u6784\uff0c\u6765\u7535\u8005\u8981\u8ddf\u968f\u95ee\u9898\uff0c\u4f7f\u6551\u63f4\u627e\u5230\u5730\u70b9\u3002Condition report \u628a\u5165\u4f4f\u65f6\u7684\u89c2\u5bdf\u7559\u7ed9\u672a\u6765\uff1b\u6392\u73ed\u548c\u7ee9\u6548\u8c08\u8bdd\u8981\u6c42\u6211\u4eec\u5206\u6e05\u53cb\u5584\u8bf7\u6c42\u3001\u6b63\u5f0f\u7a0b\u5e8f\u4e0e\u9002\u7528\u89c4\u5219\u3002\u6d88\u8d39\u6295\u8bc9\u5219\u663e\u793a\uff0c\u8868\u8fbe\u4e0d\u6ee1\u53ea\u6709\u8fdb\u5165\u8bb0\u5f55\u3001\u8d23\u4efb\u548c\u8865\u6551\u540e\uff0c\u624d\u53ef\u80fd\u6539\u53d8\u7ed3\u679c\u3002<\/p>\n<p>\u8fd9\u4e9b\u573a\u666f\u6ca1\u6709\u4e00\u5957\u4e07\u80fd\u7684\u201c\u6fb3\u6d32\u5f0f\u6807\u51c6\u53e5\u201d\u3002\u65e5\u5e38\u8bed\u8a00\u4f9d\u9760\u5171\u540c\u80cc\u666f\uff0c\u53ef\u4ee5\u7701\u7565\u5f88\u591a\u5185\u5bb9\u3002\u4e8b\u60c5\u8d8a\u91cd\u8981\uff0c\u8d8a\u4e0d\u80fd\u8ba9\u7701\u7565\u72ec\u81ea\u627f\u62c5\u540e\u679c\u3002\u6e05\u695a\u4e5f\u4e0d\u662f\u628a\u6bcf\u53e5\u8bdd\u5199\u6210\u5408\u540c\u3002\u5b83\u53ea\u662f\u77e5\u9053\u4f55\u65f6\u9700\u8981\u8865\u4e0a\u5bf9\u8c61\u3001\u671f\u9650\u3001\u8bc1\u636e\u3001\u8d23\u4efb\u4eba\u548c\u590d\u67e5\u8def\u5f84\u3002<\/p>\n<p><code>We\u2019ll get back to you<\/code> \u5e76\u4e0d\u662f\u4e00\u53e5\u574f\u8bdd\u3002\u5927\u91cf\u670d\u52a1\u5de5\u4f5c\u786e\u5b9e\u65e0\u6cd5\u5728\u7b2c\u4e00\u6b21\u8054\u7cfb\u65f6\u7acb\u5373\u5b8c\u6210\u3002\u95ee\u9898\u5728\u4e8e\uff0c\u627f\u8bfa\u82e5\u6ca1\u6709\u53ef\u8ffd\u8e2a\u7684\u5f62\u5f0f\uff0c\u65f6\u95f4\u4e00\u957f\u5c31\u4f1a\u4ece\u53cc\u65b9\u5171\u540c\u7684\u4e0b\u4e00\u6b65\uff0c\u53d8\u6210\u53ea\u6709\u6765\u7535\u8005\u8bb0\u5f97\u7684\u53e5\u5b50\u3002\u95ee\u4e00\u4e2a reference number\uff0c\u786e\u8ba4\u56de\u590d\u65f6\u95f4\uff0c\u5e76\u77e5\u9053\u6ca1\u6709\u6d88\u606f\u65f6\u56de\u5230\u54ea\u91cc\u3002\u82f1\u8bed\u4f9d\u7136\u53ef\u4ee5\u8f7b\u677e\uff0c\u8d23\u4efb\u5374\u4e0d\u5fc5\u56e0\u6b64\u6d88\u5931\u3002<\/p>\n<h3>\u4e3b\u8981\u8d44\u6599<\/h3>\n<ul>\n<li><a href=\"https:\/\/www.accc.gov.au\/consumers\/problem-with-a-product-or-service-you-bought\/contacting-a-business-to-fix-a-problem\" target=\"_blank\" rel=\"noopener\">ACCC, \u201cContacting a business to fix a problem\u201d<\/a><\/li>\n<li><a href=\"https:\/\/www.ombudsman.gov.au\/complaints\/how-to-make-a-complaint\" target=\"_blank\" rel=\"noopener\">Commonwealth Ombudsman, \u201cHow to make a complaint\u201d<\/a><\/li>\n<li><a href=\"https:\/\/www.ombudsman.gov.au\/about\/education-events-and-resources\" target=\"_blank\" rel=\"noopener\">Commonwealth Ombudsman, education and resources\uff08\u542b <em>Better Practice Complaint Handling Guide<\/em>\uff09<\/a><\/li>\n<li><a href=\"https:\/\/www.accc.gov.au\/consumers\/problem-with-a-product-or-service-you-bought\/where-to-go-for-consumer-help\" target=\"_blank\" rel=\"noopener\">ACCC, \u201cWhere to go for consumer help\u201d<\/a><\/li>\n<\/ul>\n<p>\u2014\u2014<\/p>\n<p>\u7ee7\u7eed\u9605\u8bfb\uff1a<a href=\"https:\/\/geoffreychen.com\/zh\/why-do-australians-say-it-this-way\/\">\u300a\u6fb3\u6d32\u4eba\u4e3a\u4ec0\u4e48\u8fd9\u6837\u8bf4\uff1f\u300b\u7cfb\u5217\u603b\u9875<\/a><\/p>\n<p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":17897162,"featured_media":0,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":true,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_geoff_meta_description_en":"Explains how the phrase We\u2019ll get back to you can blur responsibility and timing in customer service, and what to ask, record and follow up.","_geoff_meta_description_zh":"\u6587\u7ae0\u89e3\u6790\u5ba2\u670d\u8bf4 We\u2019ll get back to you 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