Pratique du Shadowing: Angry Customer Demands Refund | Call Center Role Play - Apprendre l'anglais à l'oral avec la vidéo

Choisissez un mode d'entraînement

Chaque mode ouvre une salle d'entraînement en plein écran.

66 phrases
Si les phrases sont trop courtes ou trop longues, cliquez sur Edit pour les ajuster.
1
Angry customer demands refund.
2
Call center role play.
3
Call center agent and customer.
4
Thank you for calling Everline Services.
5
My name is Brian.
6
How may I assist you today?
7
Yes, hello.
8
I was just charged twice for the same service yesterday.
9
This is ridiculous.
10
I want my money back immediately.
11
I'm very sorry to hear that.
12
I can imagine how frustrating that must be.
13
Let me check your account and see what happened.
14
May I have your full name and the last four digits of your customer ID to verify your account?
15
My name is Ashley Funston, and my customer ID ends in...
16
Hold on a sec.
17
Yeah, it's 4732.
18
Thank you.
19
Please give me a moment while I pull up your details.
20
Okay, I have your account in front of me.
21
I do see two identical charges for the Home Plus subscription from yesterday.
22
Exactly.
23
But I only signed up once.
24
Why are there two charges?
25
It appears the system processed the payment twice due to a server error during checkout.
26
You were not the only customer affected yesterday.
27
We've already started reviewing these cases.
28
Well, I really wish you had let me know before I was forced to call you guys.
29
You know, this is not the first time I've had a billing issue with your company.
30
I completely understand your concern, and I truly apologize for the inconvenience.
31
I'll begin the refund process right away and escalate the issue to our technical team, so it doesn't happen again.
32
Fine.
33
Do you have any idea how long it will take to get my money back?
34
The refund will typically reflect on your original payment method within three to five business days, depending on your credit card company.
35
To speed things up, I'm marking this case as urgent and have noted that this is a repeat issue on your account.
36
That's still kind of long.
37
I need that money to pay other bills this week.
38
I understand completely.
39
If the amount hasn't shown up after three business days, I'll personally follow up with our billing team for you.
40
Also, may I offer you a one-month service credit for the inconvenience?
41
Hmm, okay.
42
At least that's something.
43
But I'm warning you, this better not happen again.
44
I don't have time to wait on hold and deal with you people.
45
I'm so tired of calling customer service again and again.
46
I understand how frustrating that must be, and I appreciate you sharing that with me.
47
It's our responsibility to make things right, and I will do my best to ensure this issue is resolved smoothly.
48
I'm also creating a support ticket with your complaint so it can be reviewed by our management team.
49
Well, I'm not sure how that's going to help me pay my bills this week, but whatever.
50
So I'll get my refund in about three days and one month of credit.
51
Is that right?
52
Yes, that's correct.
53
You'll also receive a confirmation email shortly with all the details and a reference number.
54
Is there anything else I can assist you with today, Ms. Funston?
55
No, I guess that covers it.
56
Just make sure I actually get the money back.
57
Like I said, I really need the money this week.
58
Absolutely.
59
I've taken care of it, and I'll keep an eye on your case personally.
60
Thank you again for your patience, and I apologize once more for the inconvenience.
61
We truly appreciate your business.
62
Yeah, yeah, save it for the next person.
63
At least you seem to have tried, but your company is really awful.
64
I appreciate your feedback, ma'am.
65
Goodbye.
66
Remember to watch our other roleplay videos.

Télécharger l'application

Tout pour parler couramment

Prononciation IAChaque phrase notée
Phonétique (IPA)Maîtrisez chaque son
VocabulaireEnrichissez votre lexique
Jeu de vocabulaireApprenez en jouant
Scanner le QR
Scanner le QR
Download on theApp StoreGet it onGoogle Play

Même chaîne

📞 Call Center Role Play: Handling Out-of-Stock Orders 🛒 & Conversational Idioms 🗣️ with Customers!B1

📞 Call Center Role Play: Handling Out-of-Stock Orders 🛒 & Conversational Idioms 🗣️ with Customers!

Daily ConversationWorking Adults
📞 Call Center English Role Play Practice | Troubleshooting a Broken Thermostat 🚨B1
1

📞 Call Center English Role Play Practice | Troubleshooting a Broken Thermostat 🚨

Business EnglishWorking Adults
English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Phone CompanyB1
7

English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Phone Company

TOEIC PrepBusiness EnglishWorking Adults
English for Call Centers 🙋🏻‍♀️ | Role Play PracticeB1
3

English for Call Centers 🙋🏻‍♀️ | Role Play Practice

TOEIC PrepBusiness EnglishWorking Adults
English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Banking and FinanceB1
5

English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Banking and Finance

TOEIC PrepBusiness EnglishWorking Adults
English for Call Centers 🙋🏻‍♀️ | Role Play Practice | How to Speak with Angry CustomersB1
6

English for Call Centers 🙋🏻‍♀️ | Role Play Practice | How to Speak with Angry Customers

TOEIC PrepBusiness EnglishWorking Adults
English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Shipping Trouble Mock CallB1
6

English for Call Centers 🙋🏻‍♀️ | Role Play Practice | Shipping Trouble Mock Call

TOEIC PrepBusiness EnglishWorking Adults
FOR YOU

Vidéo recommandée

Angry 😡 Customer Asks for a Compensation / Insurance ScenarioB1
1
107 phrases

Angry 😡 Customer Asks for a Compensation / Insurance Scenario

TOEIC PrepBusiness EnglishWorking Adults
American English Shadowing Speaking Practice #14 | Internet IssuesB1
13
36 phrases

American English Shadowing Speaking Practice #14 | Internet Issues

American AccentTOEIC PrepBusiness EnglishUniversity Students
Working in a call center takes special skill! God bless us all 😅😅 #callcenter #fyp #customerserviceB1
3
47 phrases

Working in a call center takes special skill! God bless us all 😅😅 #callcenter #fyp #customerservice

TOEIC PrepBusiness EnglishWorking Adults
🔥Customer Complaint Form — Product ReturnB1
4
85 phrases

🔥Customer Complaint Form — Product Return

TOEIC PrepBusiness EnglishWorking Adults
Optimum Customer ServiceB1
2
34 phrases

Optimum Customer Service

TOEIC PrepBusiness EnglishWorking Adults
🍝 What Do You Say When There's Hair in Your Food? #learnenglish #customerserviceB1
6
41 phrases

🍝 What Do You Say When There's Hair in Your Food? #learnenglish #customerservice

TOEIC PrepBusiness EnglishDaily Conversation
Handling an Angry Customer on the PhoneB1
14
34 phrases

Handling an Angry Customer on the Phone

American AccentBusiness EnglishDaily ConversationWorking Adults
Simulación De Llamada de Call Center | Mock CallB1
6
78 phrases

Simulación De Llamada de Call Center | Mock Call

TOEIC PrepBusiness EnglishWorking Adults
How to Handle Customer Service Calls in English (3 Real-Life Role Plays) | Conversation PracticeB1
7
331 phrases

How to Handle Customer Service Calls in English (3 Real-Life Role Plays) | Conversation Practice

TOEIC PrepBusiness EnglishDaily Conversation
Quarterly Sales Review: Why Did Sales Drop in the North?B1
55
32 phrases

Quarterly Sales Review: Why Did Sales Drop in the North?

British AccentBusiness EnglishWorking Adults

Vocabulaire et conseils d’expression pour cette leçon

Cette leçon d’expression orale de niveau B1 s’appuie sur la vidéo « Angry Customer Demands Refund ». Les mots qui reviennent le plus souvent : customer, refund, account, issue, inconvenience. Cette vidéo contient 66 phrases et 609 mots à répéter en shadowing. La partie parlée dure 3:41. Le locuteur parle à un rythme naturel d’environ 165 mots par minute, proche d’une conversation courante. 84 % des mots font partie des 3 000 mots les plus courants en anglais ; le reste mérite d’être vu avant de commencer.

Vocabulaire clé de cette vidéo

Les 15 mots les plus avancés de la vidéo, avec leur prononciation et leur sens :

MotPrononciationSens
refund nom/ɹɪˈfʌnd/remboursement
inconvenience nom/ɪnkənˈvinjəns/dérangement, désagrément
frustrate verbe/ˈfɹʌsˌtɹeɪt/frustrer
apologize verbe/əˈpɑləˌd͡ʒaɪz/s'excuser, faire l'apologie de
escalate verbe/ˈɛs.kə.leɪt/intensifier
roleplay verbe/ˈroʊl.pleɪ/rôler
checkout nom/ˈt͡ʃɛkˌaʊt/caisse
smoothly adverbe/ˈsmuːðli/souplement, doucement
digit nom/ˈdɪd͡ʒɪt/chiffre
verify verbe/ˈvɛɹɪfaɪ/vérifier
subscription nom/səbˈskɹɪpʃən/abonnement
confirmation nom/ˌkɑn.fəɹˈmeɪ.ʃən/confirmation
urgent adjectif/ˈɜː.d͡ʒənt/urgent
resolve verbe/ɹɪˈzɑlv/résoudre
patience nom/ˈpeɪ̯.ʃəns/patience

Les verbes à particule que vous entendrez

MotPrononciationSens
pull up verbe/ˌpʊl ˈʌp/soulever
show up verbeapparaître, se montrer se pointer
sign up verbeinscrire

La grammaire de cette vidéo

Les structures que le locuteur utilise le plus, avec les mots exacts de la vidéo :

StructureDans la vidéo
Present perfect have/has + participe passé — une action passée qui compte encore maintenantWe've already started · I've had · have noted
Voix passive be + participe passé — l’accent est mis sur ce qui arrive, pas sur qui le faitwas just charged · was forced · is resolved
Futur avec « will » will + verbe — une décision, une promesse ou une prédictionI'll begin · will take · will typically reflect
Présent continu am/is/are + -ing — ce qui se passe en ce momentI'm marking · I'm warning · I'm also creating

Prononciation à surveiller

Le locuteur utilise 17 contractions et formes réduites, comme I'm, I'll, I've. Prononcez-les sous leur forme courte, telles que vous les entendez.

  • Les sons « sh » et « zh »: subscription /səbˈskɹɪpʃən/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, patience /ˈpeɪ̯.ʃəns/
  • Mots longs — placez bien l’accent: inconvenience /ɪnkənˈvinjəns/, apologize /əˈpɑləˌd͡ʒaɪz/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/

Les sons difficiles pour les francophones :

  • /tʃ/ et /dʒ/ — à ne pas adoucir en « ch » et « j »: apologize /əˈpɑləˌd͡ʒaɪz/, checkout /ˈt͡ʃɛkˌaʊt/, digit /ˈdɪd͡ʒɪt/, urgent /ˈɜː.d͡ʒənt/
  • /r/ anglais — langue recourbée, sans frotter la gorge: refund /ɹɪˈfʌnd/, frustrate /ˈfɹʌsˌtɹeɪt/, roleplay /ˈroʊl.pleɪ/, verify /ˈvɛɹɪfaɪ/, subscription /səbˈskɹɪpʃən/

Comment s’entraîner avec cette vidéo

  1. Écoutez la vidéo en entier une fois sans parler et notez les mots que vous ne connaissez pas.
  2. Commencez à la vitesse 0,75×, répétez phrase par phrase, puis revenez à la vitesse normale quand cela devient facile.
  3. Enregistrez-vous et comparez avec l’original, en faisant attention à des mots comme refund, inconvenience, frustrate.

Qu'est-ce que la technique du Shadowing ?

Le Shadowing est une technique d'apprentissage des langues fondée sur la science, développée à l'origine pour la formation des interprètes professionnels. Le principe est simple mais puissant : vous écoutez de l'anglais natif et le répétez immédiatement à voix haute — comme une ombre suivant le locuteur avec un décalage de 1 à 2 secondes. Les recherches montrent une amélioration significative de la précision de la prononciation, de l'intonation, du rythme, des liaisons, de la compréhension orale et de la fluidité.

Technique du shadowing : lire le guide complet étape par étape →