接案及询问流程(中英文对照版)

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1、接报案用语及接报案询问流程(英文版)1、开头语：Goodmorning/afternoon/evening,sir/madam.ThisisCPICCustomerServiceCallCentre.CanIhelpyou?2、询问车牌号：What’syourlicenseplatenumber?如未通过车牌号调出车辆信息，询问客户保险单号：What’syourinsurancepolicyNo.?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’amsorry.Thereisn’tanyinformationaboutyourcarinoursystem.Pleasech

2、eckyourinsurancepolicyorcontactwiththesectorwhichinsuredyourcar.Andthenyou’dbettercallourcenterafter48(forty-eight)hoursoftheaccident.3、询问出险时间：(日期和时间的表述见附注1)Whichdaydidthisaccidenthappen?……Andwhattimedidithappen?……核实：Wasit……？4、询问报案人姓名和电话：CouldIhaveyourname,please?…………Wouldyoukindlyspellitforme?

3、…………Thankyou,Igotit.MayIhaveyourphonenumber,please?…………CouldIcheckthenumber?Isit********？5、询问出险司机姓名和电话：Andwhodrivedthecarinthisaccident?MayIhavethedriver’snameandthephonenumber,please?6、询问出险地点：（主要道路名称的英文表述见附注2）Wheredidthisaccidenthappen?WhichDistrict?Andwhichstreet?7、询问车辆目前位置：Whereisthecar’spos

4、itionnow？（andwhatisitnamed?）（事故现场Accidentscene[si:n]，定损中心CPIC’sdamagesurveycenter，汽修厂Motorrepairfactory。8、询问责任比例：Whatabouttheresponsibilityproportion?Whotakeresponsibletothisaccident?负全部责任：Takesthefullliability [ˌlaiəˈbiliti]负50%责任：Takesfiftypercentresponsibilities9、询问事故如何发生：Howdidthisaccidenth

5、appen?orWhatcausesit?★★单方事故：●询问车辆损失部位：Whichpartofyourcarisdamagednow?●询问车辆当时行驶、转弯、倒车的方向：Whichdirectiondidyourcarmove/turn/reverse?●询问出险方式碰撞、剐蹭：Didyourcarknockorrubanyobject?●询问事故车辆是否可正常行驶：Now,canyourcarisdrivednormally?●告知客户需提供警察、气象等事故证明：So,IfImaymakeasuggestion,pleaseaskthepolice/Meteorologica

6、l [mi:tiərə'lɔdʒikəl]bureau [ˈbjuərəu]toissuerelatedconfirmingdocumentation.●告知客户先定损后修车，不要扩大损失：First,youshouldgotoCPIC’sdamagesurveycenter,ourstaffwillcheckthecarandtakephotos,thenyoucangotorepairyourcar.Whileusingthecar,pleasedon’texpandtheitloss.●本车前风挡有损Yourcar’sfrontwindshieldisbroken.Isn’ti

7、t?●本车车身有损，是否有被撞击的痕迹？Yourcar’spaintisdamagedbyscratching?Andisthereanytracebyhitting?★★双方事故：●询问双方车辆损失部位：Whichpartofyourcarisdamagednow?andwhatabouttheothercar?●询问双方车辆当时行驶、转弯、倒车的方向：Whichdirectiondidyourcarmove/turn/reverse?Whatabout