Shadowing-Übung: Don’t Panic! How to Complain in English When Your Package is Missing - Englisch Sprechen Lernen mit Video
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Tom, are you still on hold?
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It's been 40 minutes.
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43. And if that song plays one more time, I'm going to scream.
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Just stay calm.
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You really need that package, right?
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Lily, I told you.
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It's a surprise.
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Don't say what's inside.
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Somebody might hear.
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Who is going to hear?
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It's a phone line.
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Wait, wait.
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Someone picked up.
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Hello?
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Hello?
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Yes, hi.
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My name is Tom, and I'm calling about my package.
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It says delivered, but...
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Here we go.
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Hello, hello, and welcome to Daily English Talk.
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I'm Lily.
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And I'm Tom.
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Yes, that was me on the phone yesterday morning.
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Yes, I was on hold for 43 minutes.
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No, I don't want to talk about the music.
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Today we're learning phone English for a very real problem.
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What do you say when you call customer service because your package never came?
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I have a lot of experience with this one now.
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And that's good news for you because Tom made every mistake so you don't have to.
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By the end of this episode, you'll know the exact words to use when you call a company and something went wrong.
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Before we start, if this is your first time here, welcome to the family.
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Please hit that subscribe button and the little bell.
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We upload a new English lesson every single day.
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And if you've been with us for a while, thank you so much.
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You're the reason we do this.
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Okay, before we start, I have a question for you, our listeners.
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Did you hear how
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Tom kept whispering about the box?
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He wouldn't tell me what's inside.
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Not even now.
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My lips are sealed.
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So, what do you think is inside
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Tom's missing box?
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Think about it while we talk and tell us your guess in the comments.
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Oh, I'm going to enjoy reading those.
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Okay, Tom, start from the beginning.
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What happened with the package?
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So, I ordered it two weeks ago.
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The website said it would arrive on Tuesday.
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On Tuesday afternoon, my phone buzzed.
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A message from the delivery company.
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Your package has been delivered.
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Great news, right?
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Great news.
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I ran downstairs.
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I looked by the front door.
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I looked in the mailroom.
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I looked behind the big plant in the lobby.
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Nothing.
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Nothing at all?
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Nothing.
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So I opened the tracking page and there was a photo.
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A photo of my package sitting on a porch.
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So what's the problem?
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Lily, I live in an apartment.
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I don't have a porch.
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And in the photo, the door was bright yellow and next to it there was a big pink flamingo statue.
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A flamingo?
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A flamingo!
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Wearing little sunglasses!
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Stop it.
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I can't breathe.
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I'm serious.
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Somewhere in this city, there's a yellow door and a flamingo, and my box is sitting right there.
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Okay, so you called the company?
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Yes, and my first call was a disaster.
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Let me show you.
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Pretend you're the customer service agent, and I'll be me yesterday.
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Okay.
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Hello, thank you for calling QuickShip.
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How can I help you?
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Hey, my box is gone.
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It's not here.
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Where is it?
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Sir, please slow down. Which box?
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You see?
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Too fast, no information, and a little bit rude without meaning to be. That happens to everyone.
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When we're upset, our English gets messy.
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The good news is, you can fix it with a few simple phrases.
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And on my second call, that's exactly what I did.
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So today, let's learn those phrases one by one.
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Let's do it.
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Okay, grammar time.
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Today we have two small but powerful things.
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First, how to ask politely with could you.
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Why could and not can?
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Good question.
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Can you help me is okay with friends, but with a stranger on the phone, could you help me sounds softer and more polite.
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Same meaning, nicer feeling.
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So instead of check my order, I say...
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Could you check my order, please?
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Could you check my order, please?
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Ah, that sounds so much better.
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Here are more.
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Could you repeat that, please?
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Could you spell that for me?
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Could you hold on a moment?
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And the second thing?
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The second one is for problems.
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When something should have happened but didn't, we use hasn't or haven't with the past participle.
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My package hasn't arrived.
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I haven't received my refund.
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Why not didn't arrive?
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Great question, Tom.
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Didn't arrive is also correct, but hasn't arrived tells the listener that the problem is still going on right now.
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It's still missing.
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That's exactly what you want to say to a company.
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Oh, so hasn't arrived means I'm still waiting.
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Exactly.
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Try one, Tom.
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Your package, but with hasn't.
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My package hasn't arrived yet, and it's been two weeks.
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Perfect.
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Notice the word yet.
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It goes at the end, and it's a very natural friend for hasn't.
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It hasn't arrived yet.
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Got it.
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I'll never forget it because I said it about 50 times this week.
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Okay, now for the phrases that saved
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Tom's second phone call.
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We have eight today.
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Ready?
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Ready.
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Our first phrase is tracking number.
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It's the long code that follows your package from the store to your home.
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And the agent always asks for it first.
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On my first call, I didn't have it.
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I had to run to my computer, and I'm pretty sure I knocked over my coffee.
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Of course you did.
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So here's the tip.
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Before you call, find your tracking number and keep it ready.
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And the agent might say, could you give me your tracking number, please?
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And you say, sure, it's 4729, and then you read it slowly, number by number.
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Slowly is the key.
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Phone lines are not always clear.
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Phrase number two is the best way to start any call.
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I'm calling about.
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So after hello, you say, I'm calling about my order.
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Yes, or I'm calling about a missing package, or I'm calling about a problem with my delivery.
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It tells the agent right away what you need.
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On my first call, I said, My box is gone.
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Where is it?
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On my second call, I said, Hello, my name is Tom, and I'm calling about a package that hasn't arrived.
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And what happened?
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The agent's voice changed.
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She sounded so much friendlier.
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She said, Of course, Tom.
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I'd be happy to help you.
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See?
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Polite and clear.
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That's the magic.
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Okay, Tom, this one is a personal favorite of yours. On hold.
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Forty -three minutes, Lily.
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On hold means you're waiting on the phone and usually there's music.
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And the agent can say, could you hold on a moment?
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Or, can I put you on hold for a minute?
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So what should the customer say?
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Just say, sure, no problem.
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Or, of course, easy and polite.
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Except I said, please don't leave me alone with that song.
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You didn't.
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I did.
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And the agent laughed, so I think it worked out.
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Next, reference number.
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This is different from the tracking number.
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A reference number is a code the company gives you for your call or your complaint.
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Why is it important?
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Because if you call again, you don't have to explain everything from scratch.
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You just say, my reference number is, and they can see the whole story.
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On my second call, I asked, could you give me a reference number for this complaint, please?
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Very smart, Tom.
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I wrote it on my hand because I couldn't find any paper.
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Then I washed my hands.
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Tom!
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I had to call back and ask again.
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So write it on paper, my friends, not on your hand.
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Phrase number five is a big one, to file a complaint.
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It means to officially tell the company something went wrong and I want you to fix it.
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Is complaint a bad word?
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It sounds a little angry.
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It isn't bad at all.
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It's a normal word in customer service.
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You can say, I'd like to file a complaint, please.
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And you can stay very calm and polite while you say it.
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Exactly.
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The words are strong, but your voice stays friendly.
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So I said, I'd like to file a complaint about my delivery.
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The tracking says it was delivered, but I haven't received it.
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Wow, that was really clear.
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I practiced in the shower.
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Of course you did.
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Number six is for when the first agent can't solve the problem.
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I'd like to speak to a supervisor.
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Or could I speak to a manager, please?
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I needed this one.
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The first agent said, I'm sorry, sir, there's nothing I can do.
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The system says it was delivered.
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Oh, no. What did you say?
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I took a deep breath and I said, I understand, but could I speak to a supervisor, please?
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I'd like to explain the problem.
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And what happened?
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She said, of course, one moment.
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And I got another 40 minutes of music.
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Oh, Tom.
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But the supervisor was really nice.
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She listened to the whole story, even the part about the flamingo.
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You told her about the flamingo?
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It's an important detail.
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Phrase 7.
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Refund.
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A refund is when the company gives your money back.
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So I can say, could I get a refund or I'd like a refund, please.
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Yes, and sometimes the company offers another choice, like sending a new package.
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That's called a replacement.
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Ah, the supervisor asked me, would you prefer a refund or a replacement?
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And what did you say?
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I can't say.
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That's top secret.
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Tom, you're impossible.
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Okay, okay.
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What I can tell you is this.
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Don't answer too fast.
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It's okay to say, could you give me a moment to think about that?
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That's a great tip.
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And our last phrase is a kind one.
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Thanks for your patience.
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Agents say it a lot.
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It means thank you for waiting and staying calm.
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And you can say it too.
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At the end of the call, I said, Thank you so much for your help, and I appreciate your patience.
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Aw, that's so sweet.
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Remember, the person on the phone didn't lose your package.
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They're a human being having a long day, just like you.
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A little kindness can make a big difference.
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I love that, Tom.
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Honestly, that might be the most important lesson in this whole episode.
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And you know what?
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When I said thank you, she said, Tom, I'm going to personally look into this.
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Oh, that's wonderful.
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I'm still waiting for her call, though.
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Don't worry.
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The yellow door and the flamingo are out there somewhere.
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Somewhere.
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Okay, one quick practice.
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I'll be the agent, and you say the line.
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Ready?
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Ready.
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Thank you for calling Quick Ship.
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How can I help you?
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Hello.
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My name is Tom, and I'm calling about a package that hasn't arrived yet.
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I'm sorry to hear that.
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Could you give me your tracking number, please?
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Sure.
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Could you give me just a moment?
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I'd like to find it. Of course.
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Take your time.
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Okay, I have it.
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It's 4729.
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Thank you, Tom.
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Let me put you on hold for just a minute.
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Sure, no problem.
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I'll just listen to the music. That was great, Tom.
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Please, listeners, practice this one out loud, even if you're alone, especially if you're alone.
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Now, we want to hear from you.
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Have you ever waited for a package that never came?
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Or maybe you had a problem with a company and had to call them.
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Write a sentence in the comments using one phrase from today.
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For example, I'm calling about a package that hasn't arrived yet.
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We read the comments and it's the best way to practice.
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Don't worry about mistakes.
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We're all learning together.
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And don't forget to leave your guess about what's inside my box.
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Yes, please do.
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I'm very curious, too.
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That's all for today's episode.
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Thank you so much for learning with us.
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Thank you for listening.
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If this lesson helped you, please give it a like and subscribe so you don't miss anything.
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We upload a new English lesson every day, so there's always something new to practice.
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Keep speaking, keep practicing, and don't be afraid of the phone.
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You're doing better than you think.
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Until next time, I'm Lily.
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And I'm Tom.
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See you tomorrow, everyone.
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Bye.
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Wortschatz und Sprechhinweise zu dieser Lektion
Diese Sprechübung basiert auf dem Video „Don’t Panic! How to Complain in English When Your Package is Missing“. Diese Wörter kommen am häufigsten vor: Tom, package, agent, calling, phrase. Dieses Video enthält 296 Sätze und 2046 Wörter zum Nachsprechen. Der gesprochene Teil dauert 13:20. Der Sprecher spricht in natürlichem Tempo, etwa 153 Wörter pro Minute, ähnlich wie im Alltagsgespräch. 85 % der Wörter gehören zu den 3.000 häufigsten im Englischen; den Rest solltest du dir vor dem Üben ansehen. 51 der 296 Sätze sind Fragen – gut, um Frageintonation und kurze Antworten zu üben.
Wichtiger Wortschatz in diesem Video
15 lernenswerte Wörter aus dem Video, mit Aussprache und Bedeutung:
| Wort | Aussprache | Bedeutung |
|---|---|---|
| package Substantiv | /ˈpæk.ɪd͡ʒ/ | Paket, Packung |
| arrive Verb | /əˈɹaɪv/ | ankommen, einlangen |
| phrase Substantiv | /ˈfɹeɪ̯z/ | Redewendung, Phrase |
| complaint Substantiv | /kəmˈpleɪnt/ | Klage, Anzeige |
| refund Substantiv | /ɹɪˈfʌnd/ | Erstattung, Rückerstattung |
| lesson Substantiv | /ˈlɛs.ən/ | Lehrstunde, Stunde |
| supervisor Substantiv | /ˈsupɚˌvaɪzɚ/ | Aufseher, Aufseherin |
| polite Adjektiv | /pəˈlaɪt/ | höflich |
| listener Substantiv | /ˈlɪs(ə)nɚ/ | Zuhörer, Zuhörerin |
| replacement Substantiv | /ɹɪˈpleɪsmənt/ | Ersatz, Ersatzspieler |
| breathe Verb | /bɹiːð/ | atmen |
| patience Substantiv | /ˈpeɪ̯.ʃəns/ | Geduld |
| subscribe Verb | /səbˈskɹaɪb/ | abonnieren |
| upload Verb | /ˈʌpˌloʊd/ | hochladen, uploaden |
| porch Substantiv | /pɔɹt͡ʃ/ | Vorbau, Vordach |
Phrasal Verbs, die du hören wirst
| Wort | Aussprache | Bedeutung |
|---|---|---|
| pick up Verb | aufheben, aufnehmen | |
| slow down Verb | verlangsamen | |
| work out Verb | /ˌwɝk ˈaʊt/ | ausrechnen |
Sätze zum Wiederholen
Kurze, vollständige Sätze aus dem Video, die du im Alltag wiederverwenden kannst:
- Tom, are you still on hold?
- How can I help you?
- Could you check my order, please?
- Could you repeat that, please?
- Could you spell that for me?
Grammatik in diesem Video
Die Strukturen, die der Sprecher am häufigsten verwendet, mit den genauen Worten aus dem Video:
| Struktur | Im Video |
|---|---|
| Present Perfect have/has + Partizip Perfekt – eine vergangene Handlung, die jetzt noch wichtig ist | It's been · you've been · has been delivered |
| Passiv be + Partizip Perfekt – wichtig ist, was geschieht, nicht wer es tut | are sealed · has been delivered · was delivered |
| Möglichkeit mit „might / may“ might/may + Verb – etwas ist möglich, aber nicht sicher | might hear · might say · might be |
| Superlativ the -est / the most … – das Höchste oder Niedrigste einer Gruppe | the best · the most important |
Aussprache, auf die du achten solltest
Der Sprecher verwendet 84 Kurzformen und abgeschwächte Formen, zum Beispiel I'm, don't, hasn't. Sprich sie in der kurzen Form, so wie du sie hörst.
- Die Laute „sh“ und „zh“: patience /ˈpeɪ̯.ʃəns/, wash /wɑʃ/
- Lange Wörter – auf die Betonung achten: supervisor /ˈsupɚˌvaɪzɚ/, participle /ˈpɑɹtɪˌsɪpəl/
Laute, die Deutschsprachigen schwerfallen:
- /w/ — mit runden Lippen, nicht wie das deutsche „w“ (/v/): wash /wɑʃ/, whisper /ˈ(h)wɪspɚ/
- Stimmhafter Auslaut — /b/, /d/, /g/, /z/, /v/ am Wortende nicht verhärten: package /ˈpæk.ɪd͡ʒ/, arrive /əˈɹaɪv/, phrase /ˈfɹeɪ̯z/, refund /ɹɪˈfʌnd/, subscribe /səbˈskɹaɪb/
- /æ/ — offener als „ä“: package /ˈpæk.ɪd͡ʒ/, grammar /ˈɡɹæm.ə(ɹ)/, scratch /skɹæt͡ʃ/, statue /ˈstæt͡ʃu/
So übst du mit diesem Video
- Höre dir das ganze Video einmal an, ohne zu sprechen, und notiere die Wörter, die du nicht kennst.
- Beginne mit 0,75-facher Geschwindigkeit, sprich Satz für Satz nach und wechsle zur normalen Geschwindigkeit, sobald es leichtfällt.
- Nimm dich auf und vergleiche mit dem Original; achte dabei auf Wörter wie package, arrive, phrase.
Was ist die Shadowing-Technik?
Shadowing ist eine wissenschaftlich fundierte Sprachlerntechnik, die ursprünglich für die professionelle Dolmetscherausbildung entwickelt und durch den Polyglotten Dr. Alexander Arguelles populär gemacht wurde. Die Methode ist einfach aber wirkungsvoll: Du hörst englisches Audio von Muttersprachlern und wiederholst es sofort laut — wie ein Schatten, der dem Sprecher mit nur 1–2 Sekunden Verzögerung folgt. Anders als passives Hören oder Grammatikübungen zwingt Shadowing dein Gehirn und deine Mundmuskulatur, gleichzeitig echte Sprachmuster zu verarbeiten und zu reproduzieren. Studien zeigen, dass es Aussprachegenauigkeit, Intonation, Rhythmus, verbundene Sprache, Hörverständnis und Sprechflüssigkeit signifikant verbessert — was es zu einer der effektivsten Methoden für die IELTS Speaking-Vorbereitung und reale englische Kommunikation macht.