Shadowing Practice: Angry Customer Demands Refund | Call Center Role Play - Learn English Speaking with Video
Creando lección...
1
Angry customer demands refund.
2
Call center role play.
3
Call center agent and customer.
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Thank you for calling Everline Services.
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My name is Brian.
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How may I assist you today?
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Yes, hello.
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I was just charged twice for the same service yesterday.
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This is ridiculous.
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I want my money back immediately.
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I'm very sorry to hear that.
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I can imagine how frustrating that must be.
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Let me check your account and see what happened.
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May I have your full name and the last four digits of your customer ID to verify your account?
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My name is Ashley Funston, and my customer ID ends in...
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Hold on a sec.
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Yeah, it's 4732.
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Thank you.
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Please give me a moment while I pull up your details.
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Okay, I have your account in front of me.
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I do see two identical charges for the Home Plus subscription from yesterday.
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Exactly.
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But I only signed up once.
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Why are there two charges?
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It appears the system processed the payment twice due to a server error during checkout.
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You were not the only customer affected yesterday.
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We've already started reviewing these cases.
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Well, I really wish you had let me know before I was forced to call you guys.
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You know, this is not the first time I've had a billing issue with your company.
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I completely understand your concern, and I truly apologize for the inconvenience.
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I'll begin the refund process right away and escalate the issue to our technical team, so it doesn't happen again.
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Fine.
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Do you have any idea how long it will take to get my money back?
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The refund will typically reflect on your original payment method within three to five business days, depending on your credit card company.
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To speed things up, I'm marking this case as urgent and have noted that this is a repeat issue on your account.
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That's still kind of long.
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I need that money to pay other bills this week.
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I understand completely.
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If the amount hasn't shown up after three business days, I'll personally follow up with our billing team for you.
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Also, may I offer you a one-month service credit for the inconvenience?
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Hmm, okay.
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At least that's something.
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But I'm warning you, this better not happen again.
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I don't have time to wait on hold and deal with you people.
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I'm so tired of calling customer service again and again.
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I understand how frustrating that must be, and I appreciate you sharing that with me.
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It's our responsibility to make things right, and I will do my best to ensure this issue is resolved smoothly.
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I'm also creating a support ticket with your complaint so it can be reviewed by our management team.
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Well, I'm not sure how that's going to help me pay my bills this week, but whatever.
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So I'll get my refund in about three days and one month of credit.
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Is that right?
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Yes, that's correct.
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You'll also receive a confirmation email shortly with all the details and a reference number.
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Is there anything else I can assist you with today, Ms. Funston?
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No, I guess that covers it.
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Just make sure I actually get the money back.
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Like I said, I really need the money this week.
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Absolutely.
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I've taken care of it, and I'll keep an eye on your case personally.
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Thank you again for your patience, and I apologize once more for the inconvenience.
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We truly appreciate your business.
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Yeah, yeah, save it for the next person.
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At least you seem to have tried, but your company is really awful.
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I appreciate your feedback, ma'am.
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Goodbye.
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Remember to watch our other roleplay videos.
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Vocabulario y notas de pronunciación para esta lección
Esta lección de conversación de nivel B1 se basa en el vídeo “Angry Customer Demands Refund”. Las palabras que más se repiten: customer, refund, account, issue, inconvenience. Este vídeo tiene 66 frases y 609 palabras para practicar shadowing. La parte hablada dura 3:41. El hablante habla a un ritmo natural de unas 165 palabras por minuto, cercano a una conversación cotidiana. El 84 % de las palabras está entre las 3.000 más comunes del inglés; conviene repasar el resto antes de empezar.
Vocabulario clave de este vídeo
Las 15 palabras más avanzadas del vídeo, con su pronunciación y significado:
| Palabra | Pronunciación | Significado |
|---|---|---|
| refund sustantivo | /ɹɪˈfʌnd/ | reembolso, reintegro |
| inconvenience sustantivo | /ɪnkənˈvinjəns/ | inconveniencia |
| frustrate verbo | /ˈfɹʌsˌtɹeɪt/ | frustrar |
| apologize verbo | /əˈpɑləˌd͡ʒaɪz/ | disculparse [with con], pedir(le) perdón [with a] |
| escalate verbo | /ˈɛs.kə.leɪt/ | elevar a un nivel superior |
| roleplay verbo | /ˈroʊl.pleɪ/ | rolear, simular |
| checkout sustantivo | /ˈt͡ʃɛkˌaʊt/ | caja |
| smoothly adverbio | /ˈsmuːðli/ | suavemente, lisamente |
| digit sustantivo | /ˈdɪd͡ʒɪt/ | dígito, cifra |
| verify verbo | /ˈvɛɹɪfaɪ/ | verificar |
| subscription sustantivo | /səbˈskɹɪpʃən/ | abono, suscripción |
| confirmation sustantivo | /ˌkɑn.fəɹˈmeɪ.ʃən/ | confirmación |
| urgent adjetivo | /ˈɜː.d͡ʒənt/ | urgente, acuciante |
| resolve verbo | /ɹɪˈzɑlv/ | resolver, solventar |
| patience sustantivo | /ˈpeɪ̯.ʃəns/ | paciencia |
Phrasal verbs que vas a escuchar
| Palabra | Significado |
|---|---|
| show up verbo | comparecer, personarse |
| sign up verbo | inscribir, alistar |
Gramática en este vídeo
Las estructuras que más usa el hablante, con las palabras exactas del vídeo:
| Estructura | En el vídeo |
|---|---|
| Present perfect have/has + participio pasado — una acción pasada que sigue importando ahora | We've already started · I've had · have noted |
| Voz pasiva be + participio pasado — importa lo que ocurre, no quién lo hace | was just charged · was forced · is resolved |
| Futuro con “will” will + verbo — una decisión, una promesa o una predicción | I'll begin · will take · will typically |
| Present continuous am/is/are + -ing — algo que ocurre ahora o en estos días | I'm marking · I'm warning · I'm also creating |
Pronunciación a tener en cuenta
El hablante usa 17 contracciones y formas reducidas, como I'm, I'll, I've. Dilas en su forma corta, tal como las oyes.
- Los sonidos de “sh” y “zh”: subscription /səbˈskɹɪpʃən/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, patience /ˈpeɪ̯.ʃəns/
- Palabras largas — cuida el acento: inconvenience /ɪnkənˈvinjəns/, apologize /əˈpɑləˌd͡ʒaɪz/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/
Sonidos difíciles para hispanohablantes:
- /v/ — no es /b/: los dientes tocan el labio inferior: inconvenience /ɪnkənˈvinjəns/, verify /ˈvɛɹɪfaɪ/, resolve /ɹɪˈzɑlv/
- /z/ — sonora, no /s/: apologize /əˈpɑləˌd͡ʒaɪz/, resolve /ɹɪˈzɑlv/
- /dʒ/ — no es la “y” ni la “ch”: apologize /əˈpɑləˌd͡ʒaɪz/, digit /ˈdɪd͡ʒɪt/, urgent /ˈɜː.d͡ʒənt/
Cómo practicar con este vídeo
- Escucha el vídeo entero una vez sin hablar y anota las palabras que no conoces.
- Empieza a velocidad 0,75×, haz shadowing frase por frase y vuelve a la velocidad normal cuando te resulte fácil.
- Grábate y compara con el original, prestando atención a palabras como refund, inconvenience, frustrate.
¿Qué es la Técnica de Shadowing?
Shadowing es una técnica de aprendizaje de idiomas respaldada por la ciencia, desarrollada originalmente para la formación de intérpretes profesionales y popularizada por el políglota Dr. Alexander Arguelles. El método es simple pero poderoso: escuchas audio en inglés nativo y lo repites en voz alta de inmediato, como una sombra que sigue al hablante con solo 1-2 segundos de retraso. A diferencia de la escucha pasiva o los ejercicios de gramática, el shadowing obliga a tu cerebro y músculos de la boca a procesar y reproducir simultáneamente patrones de habla reales. Las investigaciones muestran que mejora significativamente la precisión de la pronunciación, la entonación, el ritmo, el habla conectada, la comprensión auditiva y la fluidez al hablar, convirtiéndola en una de las metodologías más efectivas para la preparación del IELTS Speaking y la comunicación en inglés en el mundo real.