Shadowing Practice: Episode 21 – Making Complaints Politely in English | Refund, Exchange & Customer Service - Learn English Speaking with Video
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Hi everyone, welcome to episode 21.
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Today we're talking about making complaints politely.
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Yes, because sometimes things go wrong.
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And you need to speak calmly, not angrily.
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And today, Ben complained in the worst way possible.
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I was emotional.
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You were dramatic.
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Same thing.
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Imagine this.
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You buy something and it's broken or it doesn't work.
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You feel disappointed, but you want to be polite.
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Quick question.
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What do you say when there is a problem in a store?
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Think about it.
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Today, you will learn how to complain politely in English.
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Words like issue, refund, exchange, and solution.
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You'll learn how to ask for help calmly.
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After this, you can handle customer service situations confidently.
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Ben, I have a serious problem.
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What happened?
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My headphones are broken.
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Oh no. Did you just buy them?
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Yes, yesterday.
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Okay, let's talk to customer service.
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I'm ready.
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Excuse me, this is a disaster.
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Ben, polite, remember?
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Polite.
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Sorry, excuse me.
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I have an issue with these headphones.
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I'm sorry to hear that.
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What's the problem?
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They don't work.
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No sound.
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Calm.
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Good.
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I'm very disappointed.
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I understand.
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Would you like a refund or an exchange?
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Refund means money back, right?
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Yes.
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Exchange means a new one.
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Exactly.
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I think I want an exchange.
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No problem.
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We can fix this.
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Thank you.
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See, Ben?
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Polite complaints work.
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I apologize for the inconvenience.
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Wow, very professional.
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So what is the solution?
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The solution is a replacement.
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Great.
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Can I speak to the manager?
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Ben, why?
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Just kidding.
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I don't need the manager.
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Here is your new pair.
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Thank you.
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Problem solved.
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I feel better now.
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And you learned how to complain politely.
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Yes, no more disasters.
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Now let's learn the key vocabulary.
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Word 1.
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Problem meaning something wrong.
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Example, I have a problem with this product.
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Your turn, say I have a problem.
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Word 2, issue.
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Meaning a problem more polite.
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Example, I have an issue with my order.
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Your turn, say I have an issue.
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Word 3, broken.
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Meaning not working.
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Example, my phone is broken.
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Your turn.
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Say it's broken.
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Phase 4.
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Doesn't work.
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Meaning not functioning.
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Example.
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This machine doesn't work.
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Your turn.
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Say it doesn't work.
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Word 5.
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Refund.
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Meaning money back.
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Example.
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I want a refund.
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Your turn.
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Say refund.
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Word 6.
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Exchange.
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Meaning change for another one.
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Example, can I get an exchange?
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Your turn, say exchange.
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Word 7, manager.
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Meaning, person in charge.
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Example, can I speak to the manager?
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Your turn, say manager.
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Word 8, service.
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Meaning, help from staff.
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Example, the service was good.
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Your turn, say service.
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Word 9.
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Disappointed.
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Meaning, not happy because something is bad.
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Example, I'm disappointed with this product.
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Your turn.
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Say, I'm disappointed.
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Word 10.
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Fix.
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Meaning, repair or solve.
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Example, can you fix this?
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Your turn, say fix.
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Word 11, apologize.
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Meaning, say sorry.
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Example, we apologize for the problem.
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Your turn, say apologize.
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Word 12, solution.
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Meaning, answer to a problem.
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Example, the solution is a refund.
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Your turn, say solution.
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Today's grammar focus is polite complaint phrases.
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Use I have an issue with.
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I'm disappointed because.
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Could you help me?
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Five examples, I have an issue with my order.
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This product doesn't work.
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Could I get a refund please?
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Could I exchange it?
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I'm I'm sorry, but I'm disappointed.
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Two common mistakes.
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Mistake 1.
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Give me refund.
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Correction.
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Could I get a refund, please?
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Mistake 2.
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I want speak manager.
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Correction.
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I want to speak to the manager.
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Sentence 1.
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I have an issue.
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Slow.
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I have an issue.
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Medium.
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I have an issue.
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Natural.
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I have an issue.
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Sentence 2.
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It doesn't work.
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Slow, it doesn't work.
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Medium, it doesn't work.
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Natural, it doesn't work.
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Sentence 3.
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I want a refund.
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Slow, I want a refund.
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Medium, I want a refund.
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Natural, I want a refund.
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Sentence 4.
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Can I exchange it?
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Slow, can I exchange it?
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Medium, can I exchange it?
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Natural, can I exchange it?
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Sentence 5.
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I'm disappointed.
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Slow.
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I'm disappointed.
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Medium.
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I'm disappointed.
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Natural.
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I'm disappointed.
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Sentence 6.
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We apologize.
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Slow.
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We apologize.
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Medium.
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We apologize.
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Natural.
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We apologize.
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Sentence 7.
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The solution is slow.
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The solution is medium.
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The solution is natural.
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The solution is Sentence 8.
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Can I speak to the manager?
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Slow.
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Can I speak to the manager?
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Medium.
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Can I speak to the manager?
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Natural.
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Can I speak to the manager?
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Your turn.
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Answer after the pause.
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Say, I have an issue with this.
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Ask politely for a refund.
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Sample, could I get a refund, please?
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Ask for an exchange.
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Sample, can I exchange it?
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Say, you're disappointed.
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Sample, I'm disappointed with this service.
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Say, please fix this problem.
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Sample, could you fix this please?
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Question 1.
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What does refund mean?
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Answer, money back.
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Question 2.
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What does broken mean?
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Answer, not working.
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Question 3.
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Complete, I have an...
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Answer, issue.
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Question 4.
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What is a solution?
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Answer an answer to a problem.
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Question 5.
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How do you complain politely?
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Answer use calm, polite phrases.
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Your mission today is practice a polite complaint.
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Say, I have an issue with...
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It doesn't work.
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Could I get a refund?
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Practice slow, medium, natural.
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Great job today.
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You can now complain politely in English.
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Episode 22 will be about movies and entertainment.
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And Ben will recommend a terrible movie.
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Hey, my taste is amazing.
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We'll see.
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See you next time.
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Take care.
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Vocabulario y notas de pronunciación para esta lección
Esta lección de conversación de nivel A2 se basa en el vídeo “Episode 21 – Making Complaints Politely in English”. Las palabras que más se repiten: refund, exchange, issue, disappointed, example. Este vídeo tiene 232 frases y 873 palabras para practicar shadowing. La parte hablada dura 8:19. El hablante habla despacio, unas 105 palabras por minuto, así que hay tiempo para imitar cada sonido. El 79 % de las palabras está entre las 3.000 más comunes del inglés; conviene repasar el resto antes de empezar.
Vocabulario clave de este vídeo
15 palabras del vídeo que vale la pena aprender, con su pronunciación y significado:
| Palabra | Pronunciación | Significado |
|---|---|---|
| refund sustantivo | /ɹɪˈfʌnd/ | reembolso, reintegro |
| disappointed adjetivo | /ˌdɪsəˈpɔɪnɪd/ | decepcionado |
| apologize verbo | /əˈpɑləˌd͡ʒaɪz/ | disculparse [with con], pedir(le) perdón [with a] |
| polite adjetivo | /pəˈlaɪt/ | cortés, educado |
| complain verbo | /kəmˈpleɪn/ | quejarse, alegar |
| complaint sustantivo | /kəmˈpleɪnt/ | queja |
| solve verbo | /sɒlv/ | resolver, solucionar |
| disaster sustantivo | /dɪˈzɑːs.təː/ | desastre |
| phrase sustantivo | /ˈfɹeɪ̯z/ | frase |
| correction sustantivo | /kəˈɹɛkʃən/ | corrección |
| headphones sustantivo | /ˈhɛdfoʊnz/ | cascos, auriculares |
| calmly adverbio | /ˈkɑː(ɹ)m.li/ | calmamente, calmosamente |
| replacement sustantivo | /ɹɪˈpleɪsmənt/ | reemplazo, remplazo |
| dramatic adjetivo | /dɹəˈmætɪk/ | dramático |
| repair verbo | /ˈɹiːpɛɚ/ | reparar |
Frases que vale la pena repetir
Frases cortas y completas del vídeo que puedes reutilizar en la conversación diaria:
- Did you just buy them?
- Would you like a refund or an exchange?
- Can I speak to the manager?
- Example, can I get an exchange?
- Example, can I speak to the manager?
Gramática en este vídeo
Las estructuras que más usa el hablante, con las palabras exactas del vídeo:
| Estructura | En el vídeo |
|---|---|
| Voz pasiva be + participio pasado — importa lo que ocurre, no quién lo hace | are broken · is broken |
| Futuro con “will” will + verbo — una decisión, una promesa o una predicción | will learn · You'll learn · will be |
Pronunciación a tener en cuenta
El hablante usa 30 contracciones y formas reducidas, como I'm, doesn't, don't. Dilas en su forma corta, tal como las oyes.
- Palabras largas — cuida el acento: disappointed /ˌdɪsəˈpɔɪnɪd/, apologize /əˈpɑləˌd͡ʒaɪz/, vocabulary /vəˈkæb.jə.lə.ɹi/, inconvenience /ɪnkənˈvinjəns/, confidently /ˈkɑnfɪdəntli/
Sonidos difíciles para hispanohablantes:
- /v/ — no es /b/: los dientes tocan el labio inferior: solve /sɒlv/, vocabulary /vəˈkæb.jə.lə.ɹi/, inconvenience /ɪnkənˈvinjəns/
- /z/ — sonora, no /s/: apologize /əˈpɑləˌd͡ʒaɪz/, disaster /dɪˈzɑːs.təː/, phrase /ˈfɹeɪ̯z/, headphones /ˈhɛdfoʊnz/, pause /pɔːz/
Cómo practicar con este vídeo
- Escucha el vídeo entero una vez sin hablar y anota las palabras que no conoces.
- Haz shadowing frase por frase a velocidad normal, repitiendo cada una hasta que tu ritmo coincida con el del hablante.
- Grábate y compara con el original, prestando atención a palabras como refund, disappointed, apologize.
¿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.