Pratique du Shadowing: English for Call Centers 🙋🏻‍♀️ | Role Play Practice | How to Speak with Angry Customers - Apprendre l'anglais à l'oral avec la vidéo

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call center english role play the  angry customer conversation number one
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call center agent and customer hello thank you for calling the superstore  my name is olivia how may i help you
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yeah i bought a new tv from your store
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well it arrived today and the screen  is broken it has a large crack
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oh i am so sorry about that so the  tv arrived with a crack yes and i was planning to have a party at my house to watch  a game tomorrow when can you get me another tv
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oh i can check on that for you right away  sir do you happen to have your order number
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yes uh it's zero four five eight
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thank you for that and may i have your name please
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yes it's richardson my first name is jeffrey
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thank you mr richardson let me look up  your order this will only take a moment
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yeah fine thank you sir i'm looking it up now
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mr richardson i did check  our stock in the warehouse
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unfortunately we no longer have the tv you ordered  oh that's just great what am i supposed to do now
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we can offer a full refund  for the damaged television
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or a credit to purchase  another tv from our inventory
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a new model and when would that get here
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didn't i just tell you that i'm having  people over to watch a big game tomorrow
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are you even listening to me
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yes mr richardson i am here to help you i  will do everything i can to find a solution
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yeah but when the heck can you get me a new tv
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sir that will depend on the tv model you choose
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would you like me to confirm the  models we can ship immediately
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how long will that take it shouldn't take very long are  you in front of your computer
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yes i am because i am at work and i  really don't have time to choose a new tv
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i need to make other arrangements
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i understand sir again we are very  sorry for the damage television
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i'll call you back later about  the refund what is your name again
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my name is olivia sir yeah  you'll be hearing back from me
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thank you for calling the superstore sir goodbye
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conversation number two call center agent and  customer hello thank you for calling software
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solutions my name is john how may i help you yes  hi john i can't seem to open your software program
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i can help you ma'am could you please  tell me which program you are using
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it's the insurance software just a  second the latest one with the annuities
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all right that's our halcyon  program what seems to be the problem
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well every time i try to open the  stupid program it just crashes
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okay i understand could you please  tell me which browser you're using
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my browser yeah i'm using  chrome no wait i'm using firefox
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and could you tell me which  version of firefox you're using
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version uh where can i find that information
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on the top far left of your screen do  you see the firefox menu yes i see that
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click on firefox and there  will be a pull down menu
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okay i got it great your first choice is about firefox click  on that and it will show the version number
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let me see i'm checking okay  it says i'm using firefox 93
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i understand ma'am version 93 i  think i know what the issue could be
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don't tell me i need to buy a new computer
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not at all ma'am however you do need to  update your firefox browser to version 96
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if you update to the most recent browser  the software should open on your computer
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all right let me check for the new update
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okay i just started to download the latest version
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if you would like i can stay on the line  with you while you perform the update
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i would appreciate that hold  on a sec it's almost loaded
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just let me know if you have any questions
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the browser restarted let me try opening up your  software well that's a good sign no crash so far
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as the software is loading are  you able to see our company logo
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yes i can see it hey it  seems to be working finally
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would you like me to stay on the line ma'am  no i think i'm all set thank you for your help
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it was my pleasure ma'am thank you for  calling software solutions have a nice day
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remember to watch our other call center  role play videos thank you for watching
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you

Context & Background

In the world of customer service, particularly within call centers, effective communication is crucial. This is especially true when dealing with challenging situations, such as when a customer is angry or frustrated. The dialogues in this video showcase two different scenarios: an irate customer unhappy with a broken television and another experiencing issues with software. Each dialogue highlights the importance of empathy, patience, and clear communication, which are essential skills for any call center agent. By learning to handle these interactions, you can enhance your English speaking skills and develop the necessary tactics to tackle tough conversations.

Top 5 Phrases for Daily Communication

  • “How may I help you?” – A polite way to initiate a conversation with a customer.
  • “I am sorry about that.” – Acknowledging the customer's frustration is critical in de-escalating tense situations.
  • “Let me check on that for you right away.” – This shows you're proactive and willing to assist.
  • “I understand, and I am here to help you.” – Empathy is key in building rapport with dissatisfied customers.
  • “This will only take a moment.” – Communicating that you value the customer’s time can be reassuring for them.

Step-by-step Shadowing Guide

To effectively improve your English speaking while practicing with these scenarios, follow this shadowing technique:

  1. Watch the video attentively: Focus on the tone and pacing of the dialogue. Understanding the context is essential, especially in high-stress conversations.
  2. Listen for key phrases: Notice the phrases listed above. Pay attention to how they are used in different emotional contexts, especially how politeness and assertiveness are balanced.
  3. Repeat after the speaker: Use the shadow speech technique. As you hear a phrase being spoken, pause the video and repeat it. Emulate the speaker's intonation and emotion. This practice is crucial for mastering effective communication in English.
  4. Record yourself: After shadowing a few times, try speaking the dialogues without the video as a prompt. Record yourself to track your pronunciation and fluency.
  5. Engage in real-life practice: Apply what you've learned by practicing these dialogues with friends or through role-play during your English speaking practice sessions.

By integrating these strategies into your learning routine, you're optimizing your experience to learn English with YouTube. Not only will you increase your vocabulary, but you'll also enhance your confidence in real-world situations. Remember, consistency is key in mastering new language skills. Embrace the challenge, utilize shadow speak, and watch your proficiency grow!

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.