Shadowing Practice: How to Handle Customer Service Calls in English (3 Real-Life Role Plays) | Conversation Practice - Learn English Speaking with Video
Creando lección...
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Welcome back to Chill Talk English.
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Today we're doing something super useful for real life.
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We're practicing call center English.
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Yes, customer service calls can be scary, but we'll make them simple.
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And we'll make them friendly, too.
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Friendly is good.
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I once called support and forgot my own email address.
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Henry, that is very on brand.
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Thank you.
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I try.
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So we'll do three short role play stories.
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Each one is a common problem.
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And while we act, we'll also explain the key phrases so you can copy them and use them.
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Exactly.
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Also, if you're listening for shadowing practice, you can repeat after us.
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Keep your voice calm and clear.
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Okay, Story 1 is about installing a program on two different systems.
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Story 2 is about a new operating system that is not supported yet.
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And Story 3 is about a bill that looks wrong: Double Charge.
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Let's start with Role Play #1.
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Hello!
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Thank you for calling BrightDesk Software.
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My name is Henry.
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How may I help you today?
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Hi, Henry.
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I'm having trouble setting up your program.
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I'm sorry to hear that.
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I'll do my best to help you.
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What seems to be the problem?
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I bought the program this morning, but the installation keeps failing.
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Okay, got it.
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When you say installation, you mean you're trying to put the program on your computer, right?
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Yes, exactly.
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Thanks for confirming.
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What device are you using?
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Well, actually two devices.
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I want it on my Windows laptop and my small Linux computer at home.
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Oh! two devices and two systems.
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That's a little advanced, but we can take it step by step.
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Please, I'm not a tech person.
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I just want it to work.
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Totally understandable.
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First, let's focus on Windows.
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What error message do you see?
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It says missing file setup _core.
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Thank you.
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That message is helpful.
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It usually means the download did not finish correctly.
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So it's not my fault.
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It's probably not your fault.
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It happens with unstable internet.
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Okay, what should I do?
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Please try this: delete the installer file you downloaded, then download it again from your account page.
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Delete and re -download.
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Easy!
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Also, please make sure you have enough space on your drive.
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Do you know how much free space you have?
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Um, not really.
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No worries.
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On Windows, you can open "This PC", then look at the bar under your drive.
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It shows free space.
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Okay, I can check that.
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But what about Linux?
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Good question.
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Linux uses a different installer.
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The Windows file won't work there.
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Oh, I tried to use the same file.
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That explains it.
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For Linux, you need the file that ends with .deb or .rpm, depending on your system.
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I'm already confused.
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You're doing fine.
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Let's simplify.
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On your Linux computer, do you know the name of your system?
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For example, Ubuntu, Mint, Fedora?
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It's Ubuntu.
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My friend installed it for me.
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Great.
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Then you likely need the .deb file.
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Where do I get that? from the same account page, but there is a Linux section.
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It should say Ubuntu /Debian.
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Okay, and then I just click install?
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Almost.
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After downloading, you usually open the file and choose install.
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If it asks for a password, that's your computer password.
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I think I know that password.
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I think.
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That's better than me and my email address.
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So, the main problem is I used the wrong file and maybe a bad download.
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Exactly.
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Now, one more important point: your license allows two devices, but they must be for the same user, that's you.
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That's fine, both are mine.
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Perfect.
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Now, I want to check one thing on our side.
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The "setup _core" error can also happen if our server sends an old version.
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It's rare, but possible.
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So, what happens now?
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Would you mind if I place you on hold for a moment?
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I just need to check your download link.
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Sure, that's fine.
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Thank you, I'll be right back.
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While Henry is checking, listeners,
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notice this phrase: "Would you mind if I place you on hold?" It is polite and it gives a reason.
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That's important.
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Thanks for holding.
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I checked your account and I see something.
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Your download started but it did not complete.
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So, it really was the download?
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Yes.
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The good news is, the fix is simple.
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Please try the download again, but use a stable connection if possible.
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Like home Wi -Fi, not a train.
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Exactly.
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Also, I can send you a fresh download link by email.
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Please do.
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That would make me feel safer.
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I can do that.
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Before I send it, can you confirm your email address?
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Sure, it's emma .learns .english @mail .com.
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Great, I'll send it now.
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Thank you.
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You're welcome!
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One more thing: for Linux, I want to make sure you get the right package.
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Okay.
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This part is a little technical, so I might transfer you to our install specialist.
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They work with Linux every day.
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Is that okay?
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Yes, please.
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I would love that.
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Great, I'll transfer you now.
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Thanks for your patience today.
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Thanks for being kind about it.
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Of course, we've all been there.
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Nice!
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That roleplay had three big skills.
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One, explain the problem clearly.
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Two, ask simple questions.
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Three, use polite hold and transfer phrases.
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And if you are the customer, you can say, "I'm not a tech person," or, "Can you explain that in a simple way?" Yes,
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you are allowed to ask for simple English.
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Okay, role play number two.
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This one is about an update that is not ready yet.
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This happens all the time.
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You buy something, then your computer updates, and suddenly nothing works.
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Painful, but real.
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Let's go.
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Hello, thank you for calling CloudNote Support.
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My name is Henry.
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How can I assist you today?
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Hi, Henry.
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I'm having trouble opening your app on my computer.
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I'm sorry about that.
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Let's fix it together.
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What version of the app are you using?
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Um, I'm not sure.
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Where can I find that?
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Great question.
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On the login screen, it usually shows a small number like 4 .2 or 5 .0.
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Do you see anything like that?
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Yes, it says 5 .8 .1.
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Perfect.
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And what operating system are you using?
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I'm on a Mac and I updated last night.
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Do you know the name of the new Mac system?
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Sometimes it has a name like Redwood or Seaside.
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Yes, it's called Mac OS Harbor.
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Thank you, that helps a lot.
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Now, what happens when you try to open CloudNote?
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It opens, then it closes right away.
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So it crashes.
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Yes, and I have work in 10 minutes.
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Sigh.
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I hear you.
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I'll keep this quick.
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May I put you on hold for a moment while I check the compatibility list?
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Okay, but please be fast.
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I understand.
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Thank you.
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While Henry is checking, listeners,
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here is a helpful phrase: "I have work in 10 minutes." You can say, "I'm on a tight schedule,
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too." It means you don't have much time.
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Thank you for holding.
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I found the issue.
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Great!
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Please tell me it's an easy fix.
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I'll be honest, it's not a problem on your side.
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Our latest app version does not fully support macOS Harbor yet.
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"Oh no!
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So I can't use it today?" You still have options, let me explain in simple steps.
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Okay.
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Option 1: Use the web version in your browser.
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It works on macOS Harbor.
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There is a web version?
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Yes, go to cloudnote .com and log in.
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Your notes should be there.
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That's a relief.
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Option 2: If you really need the desktop app, you can wait for our update.
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It will be released early next week.
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early next week, like Monday?
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Most likely Monday or Tuesday.
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Why didn't the app warn me?
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That's a fair question.
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We should communicate better.
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On behalf of our team, I'm sorry for the inconvenience.
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Thank you for saying that.
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Of course, your time matters.
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So for now, browser login is my best choice.
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Yes, and I can also email you the link in the steps, so you don't have to remember everything.
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Please do.
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Great.
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Can you confirm your email address?
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It's emma .harbor @mail .net.
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Thank you, I'll send it now.
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Okay, anything else I should do?
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One small tip: if you use the web version, please check that your browser is updated.
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That helps with security and performance.
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Good point.
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Is there anything else I can assist you with today?
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No, that's it.
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I'm still a little annoyed, but you were helpful.
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I understand and thank you for your patience.
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We'll work to make it smoother.
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Thanks, Henry.
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Bye.
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Goodbye, and good luck with your meeting.
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That one had a very common message.
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It's not supported yet.
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And notice we gave a clear timeline and a temporary solution.
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Also, Henry said, "I'll be honest." That's a nice phrase when you want to be direct but kind.
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Right, being honest is good but we still need to sound respectful.
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Okay, role play number three: billing problems.
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Everyone's favorite topic: money.
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But it's important, and the language is very repeatable: name,
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phone number, verification, balance, new invoice.
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Let's do it.
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Hello.
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Thank you for calling Metro Wave Internet.
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My name is Henry.
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How can I help you today?
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Hi, my bill this month is much higher than usual.
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I think I was charged twice.
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I'm sorry to hear that.
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Let's take a look.
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May I have your full name, please?
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Yes, it's Emma Rivera.
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Thank you, Ms. Rivera.
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And can you tell me the phone number on the account?
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Sure.
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It's 415 -202 -7781.
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Great.
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For security, can you confirm your date of birth?
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Yes, it's August 3, 1999.
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Thank you.
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Please give me a moment while I pull up your account.
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Okay.
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Listeners, "For security, can you confirm?" is a very common phrase If you are the customer,
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you can ask, "Why do you need that?" if you feel unsure, but usually it is normal.
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Thanks for waiting.
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I'm looking at your invoices now and you are right.
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I see two charges for the same monthly plan.
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I knew it.
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I'm not crazy.
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You are not crazy.
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This is our mistake.
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I apologize for the error.
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How did it happen?
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It looks like your payment went through, but our system did not record it correctly.
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Then it charged you again the next day.
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That's exactly what it feels like.
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Here's what I can do.
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I will report this to our billing team right now and we will issue a corrected invoice.
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Will I get my money back?
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Yes, the extra charge will be refunded to your original payment method.
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How long will that take?
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The corrected invoice will be sent within 2 to 4 business days.
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The refund usually appears in 5 to 7 business days, depending on your bank.
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Okay, that sounds fair.
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Would you like me to tell you your current balance after the correction?
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Yes, please.
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After removing the duplicate charge, your balance is $62 .40 USD.
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That sounds like my normal bill.
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Great.
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Also, I can add a note to your account so you don't get late fees while this is processing.
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Oh, thank you.
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I was worried about that.
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No problem, I've added the note.
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Can you send me an email confirmation?
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Yes, I'll send a confirmation email with the case number.
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Can you confirm your email address?
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It's Emma dot Rivera at inbox dot org.
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Thank you.
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I'll send that now.
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Okay.
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Is there anything else I can assist you with today?
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No, that's all.
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Thanks for fixing it.
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You're welcome, and again, I'm sorry for the trouble.
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Bye.
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Goodbye.
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And thank you for calling Metro Wave Internet.
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That was clean and realistic.
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and very satisfying a clear mistake a clear apology and a clear timeline
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Let's quickly pull out some key phrases you can steal.
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I'm having trouble with...
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Could you please tell me which version you are using?
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Would you mind if I put you on hold?
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Thank you for holding.
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I found the issue.
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It has not been released yet but it will be available early next week and for billing, for verification purposes, and I apologize for the error.
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Also, is there anything else I can assist you with today?
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That's a classic closing line.
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If you want to sound extra polite as a customer, you can say, "Thanks for looking into it." Or "I appreciate your help." Simple but warm.
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Before we finish, let's do a mini practice.
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Emma, say a problem in one sentence.
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I'll respond like an agent.
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Okay, I can't log in to my account.
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I'm sorry to hear that.
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I'll help you with it.
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What message do you see when you try to log in?
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"Nice!
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Your turn, Henry.
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My bill is higher than usual." I'm sorry about that.
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Let's look into it.
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May I have your full name and the phone number on the account?
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Perfect!
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If you practice like this for 5 minutes a day, you will feel much more confident.
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And confidence matters.
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Even if your grammar is not perfect, a calm voice and clear sentences help a lot.
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Thanks for hanging out with us on Chill Talk English.
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See you next time!
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And remember, you don't need perfect English, you need useful English.
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Bye.
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Master Real-Life Customer Service Calls: Your English Speaking Goals
This video is your ticket to nailing one of the most practical fluency milestones: handling customer service calls with confidence. Whether you’re prepping for work, daily life, or even IELTS speaking practice, these role plays teach you to communicate clearly, stay calm, and solve problems—skills that matter in real-world English. You’ll move beyond memorized phrases to natural, conversational interactions, making you ready for everything from tech support to billing issues.
Phrase Bank: Reusable Expressions for Smooth Calls
Steal these proven phrases from the dialogue to sound professional and friendly:
- “How may I help you today?” – The perfect opening for any customer service role.
- “I’m sorry to hear that. I’ll do my best to help.” – Shows empathy and initiative.
- “When you say [X], you mean [Y], right?” – Clarifies confusion without sounding rude.
- “Let’s take it step by step.” – Calms stressed callers (and yourself!).
- “That message is helpful. It usually means…” – Turns problems into solvable clues.
Fix Your Weak Spots: Pronunciation & Rhythm with Shadowing
Ever struggle to keep up with fast-paced calls? The video’s natural rhythm is ideal for shadowspeak (or shadow speak), a technique where you repeat phrases right after the speaker. This trains your mouth to move like a native and improves your listening speed. Focus on stressing key words like “help,” “step,” and “usually”—it makes your speech clearer. For improve english pronunciation, mimic the friendly tone in phrases like “Totally understandable” to sound approachable. Practice daily, and you’ll notice calls feel easier, faster, and more natural.
¿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.