Pratique du Shadowing: How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice) - Apprendre l'anglais à l'oral avec la vidéo
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1
Hello everyone, and welcome back to Chill Talk English.
2
Hi friends, today is a super useful episode for real life.
3
Yes, today we practice English for calling customer service.
4
That means you call a company and ask for help, like for an order, your internet, your app, your bill, all that stuff.
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And I have to say, I am not a brave caller.
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Henry is the kind of person who writes a message, then deletes it, then thinks about it for two days.
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That is true.
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But we will make it easy.
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Short sentences, simple words, clear questions.
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And we will do many, many conversations.
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You can listen, then repeat.
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Shadowing is great for speaking.
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One more thing.
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We will use polite, calm English, even if you feel upset.
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Because polite English gets better results, and it keeps your day peaceful.
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Okay, let's start.
17
Conversation 1.
18
An order is late.
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I'll be the support agent first.
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You call me.
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Good morning.
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I need help with an order.
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Good morning.
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Thank you for calling Brightline Support.
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This is Emma.
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How can I help you today?
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I bought a smartwatch last week, but it has not arrived.
28
I'm sorry about that.
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Can you tell me your order number, please?
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Yes, it is BL20419.
31
Thank you.
32
Let me check that for you.
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Okay.
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I see your package left our warehouse on Friday.
35
The delivery company may have a delay.
36
Oh, I see.
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I will contact the delivery company and email you an update today.
38
Thank you.
39
You're welcome.
40
Is there anything else I can do for you?
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No, that's all.
42
Thanks.
43
Key line, it has not arrived.
44
And, can you tell me your order number?
45
Very common.
46
Conversation 2.
47
Checking an account balance Now you are the agent, Henry.
48
Be confident.
49
I will try.
50
Hello.
51
Thank you for calling Brightline Support.
52
This is Henry speaking.
53
Hi.
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I'd like to check my account balance.
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Sure.
56
Can you share your account number, please?
57
Yes.
58
It's 771093.
59
Thank you.
60
For safety, can you tell me the email on your account?
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Yes, it's emma.learns at mail.com.
62
Great.
63
One moment, please.
64
Beep.
65
Your balance is 320 USD.
66
Thanks.
67
Can I also see my recent payments?
68
Yes.
69
Your last payment was on July 8th for 25 USD for a monthly plan.
70
Perfect.
71
That's all.
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Happy to help.
73
Have a nice day.
74
Key line, for safety or for security.
75
And, one moment please, it sounds polite.
76
Conversation 3, putting someone on hold.
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This one is super real.
78
The agent needs time.
79
Hi, my home internet keeps disconnecting.
80
I'm sorry to hear that.
81
I can help.
82
First, I need to check your account.
83
Can I put you on hold for a moment?
84
Yes, that's fine.
85
Thank you.
86
Beep.
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Thanks for waiting.
88
I see a problem with your connection settings.
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I can refresh your connection now.
90
It may take two or three minutes.
91
Is now a good time?
92
Yes, please do it now.
93
Great.
94
Please stay on the line.
95
Beep.
96
Okay, I refreshed it.
97
Please restart your router and test the Internet.
98
All right, I'm restarting it now.
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No problem.
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I'm here.
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Key line.
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Can I put you on hold for a moment?
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Also, thanks for waiting.
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Nice and friendly.
105
Conversation 4.
106
Transferring a call Sometimes you need the billing team.
107
Hello.
108
I think there is a problem with my bill.
109
I understand.
110
The billing team can help you best.
111
Can I transfer your call?
112
Yes, please.
113
Thank you.
114
I'm transferring you now.
115
Hello?
116
Hi, this is Emma from Billing.
117
How can I help?
118
Hi, my bill looks higher than usual.
119
I can check.
120
Can you tell me your account number and invoice number?
121
Account number 77093, invoice number INV55021.
122
Thank you.
123
I see the reason.
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There is a small unpaid amount from last month, so this month is higher.
125
Oh, I didn't notice that.
126
That's okay.
127
We can offer a simple payment plan.
128
Would you like to hear the options?
129
Yes, please.
130
Keyline.
131
Can I transfer your call?
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And higher than usual.
133
Great phrase.
134
Conversation 5.
135
Asking for tracking information.
136
Many learners want the words tracking number.
137
Hello.
138
I want to check the status of my delivery.
139
Sure.
140
Can you give me your order number?
141
Yes.
142
It is BL20988.
143
Thanks.
144
Beat.
145
Your package shipped on August 2nd.
146
It should arrive in 3 to 5 business days.
147
Can I get the tracking number?
148
Of course.
149
Your tracking number is DL88301149.
150
You can track it on our website.
151
Great.
152
Thank you for your help.
153
You're welcome.
154
Conversation 6.
155
A product arrives damaged.
156
This needs empathy.
157
Hi.
158
My blender arrived, but it is cracked.
159
I'm really sorry to hear that.
160
I understand that's frustrating.
161
Yeah, I needed it for this week.
162
We will fix this.
163
I can send a replacement quickly.
164
Can you send us a photo of the damage?
165
Yes, I can do that.
166
Thank you.
167
When we get the photo, we will start the replacement right away.
168
Okay, thanks.
169
Again, I'm sorry for the trouble.
170
Key line.
171
I understand that's frustrating.
172
It sounds human, not robotic.
173
Conversation 7.
174
Handling a complaint.
175
Let's practice calm but serious English.
176
Hello, I'm not happy with your service.
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I'm sorry you feel that way.
178
Please tell me what happened.
179
I contacted support twice, but my problem is still not fixed.
180
I understand.
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Thank you for telling me.
182
I will escalate this to a supervisor.
183
What does escalate mean?
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It means we send it to a higher level, a more experienced person.
185
Okay.
186
A supervisor will call you within three hours with an update.
187
All right.
188
I hope it gets better.
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It will, and I appreciate your feedback.
190
Conversation 8.
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App login problem.
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Password problems are so common.
193
Hi.
194
I cannot log in to my app.
195
I'm sorry about that.
196
What happens when you try?
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I enter my password, but it says it is wrong.
198
No worries.
199
Let's reset your password.
200
What email did you use to sign up?
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I used henry.study at mail.com.
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Thanks.
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I sent a password reset email.
204
Please check your inbox.
205
Also, check your spam folder.
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Okay, I will.
207
If it still doesn't work, contact us again and we'll help.
208
Key line.
209
What happens when you try?
210
Great question for details.
211
Conversation 9.
212
Changing a shipping address.
213
This one has a confirming line.
214
Hello, I need to change my shipping address for my order.
215
Sure.
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You want to update the shipping address, right?
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Yes, that's right.
218
Please tell me the new address.
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88 River Road, Apartment 5B, Lakeside City.
220
Thank you.
221
I updated it to 88 River Road, Apartment 5B, Lakeside City.
222
Perfect.
223
Anything else I can help with?
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No, thank you.
225
Key line.
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You want to write?
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It checks understanding.
228
Conversation 10.
229
Slow Internet.
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Offering solutions.
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We give steps one by one.
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Hi.
233
My Internet is very slow today.
234
I can help you troubleshoot.
235
Are you free to try a few steps now?
236
Yes, I have time.
237
First, please restart your router.
238
Then test your speed again.
239
Okay.
240
If it is still slow, we can schedule a technician visit.
241
That sounds good.
242
I'll restart the router now.
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Great.
244
Tell me how it goes.
245
Conversation 11.
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Checking a refund.
247
Refund English is important.
248
Hello.
249
I want to check my refund status.
250
Sure.
251
Can I have your order number?
252
Yes.
253
BL199007.
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Thank you.
255
Beep.
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I see your refund was processed on Monday.
257
It should return to your original payment method within three to five business days.
258
Did you send a confirmation email?
259
Yes.
260
Please check your inbox and spam folder.
261
If you don't see it, I can resend it.
262
Okay, thanks.
263
You're welcome.
264
Conversation 12.
265
Phone won't turn on.
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Simple tech support words.
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Hi, my new phone will not turn on.
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I'm sorry about that.
269
What model is it?
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It's the Sky Phone Mini.
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Thanks.
272
When you press the power button, what do you see?
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The screen stays black.
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Nothing happens.
275
Let's try a hard restart.
276
Press and hold the power button and the volume down button for 10 seconds.
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Okay, I'm doing it now.
278
Great.
279
Oh, I see the logo now.
280
Perfect.
281
That means the phone is restarting.
282
If the problem comes back, tell us and we will check it again.
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Thank you, Emma.
284
Happy to help.
285
Conversation 13.
286
Updating account information.
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Like changing an email address.
288
Hello, I need to change my email on my account.
289
Sure, can you tell me your account number?
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It's 771093.
291
Thank you.
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For security, can you confirm your phone number on the account?
293
Yes, it is 5550184.
294
Great, what is your new email address?
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Henry.new at mail.com Done.
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I updated it to Henry.new at mail.com Great.
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Thank you.
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You're welcome.
299
Conversation 14.
300
Product Recommendation Let's help someone choose a laptop.
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New details, new prices.
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Hello.
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I want to buy a laptop, but I'm not sure which one is best.
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No problem.
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What will you use it for?
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Mostly office work.
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Sometimes I edit photos and short videos.
308
In that case, I recommend the BrightBook Plus.
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It is fast and good for multitasking.
310
What if I want something light to carry?
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Then the BrightBook Air is a good option.
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It is smaller and lighter.
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What are the price ranges?
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Bright Book Plus is usually $1,050 to $1,300 USD.
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Bright Book Air is usually $750 to $950 USD.
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Okay, that helps a lot.
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Great.
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Take your time and choose what fits your life.
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Conversation 15.
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Canceling an order.
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People worry about this.
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We keep it calm.
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Hi, I need to cancel an order I made today.
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I can help.
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What is your order number?
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BL-21-201 Thank you.
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Just a moment.
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Good news.
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It has not shipped yet, so I can cancel it now.
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Great.
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What about the refund?
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The refund will go back to your original payment method within 3 to 5 business days.
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Perfect.
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Thanks.
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You're welcome.
336
Conversation 16.
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After sales service, TV problem.
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Now we schedule a technician.
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Hello.
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My TV has sound, but the screen is black.
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I'm sorry to hear that.
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What model is your TV?
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It's the ViewMax 50.
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Thank you.
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We may need to send a technician to check it.
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What day works for you?
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Saturday morning is good.
348
Great.
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I scheduled a visit for Saturday morning.
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You will get a confirmation message soon.
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Thank you.
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Of course.
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Conversation 17.
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Order status update.
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When people are excited, they ask a lot.
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Hi.
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Can I get an update on my order?
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Sure.
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What is your order number?
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BL 21055.
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Thanks.
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Your order is being prepared now.
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It is expected to ship tomorrow.
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Will I get a tracking number?
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Yes, we will email it as soon as it ships.
366
Great.
367
Anything else today?
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No, that's it.
369
Conversation 18.
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Replacing a product with a quality problem.
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Like headphones with one side not working, but we'll change the details.
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Hello, I bought wireless earbuds but the left earbud has no sound.
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I'm sorry about that.
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I can help you replace them.
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Can you tell me your order number and purchase date?
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Order number BL20031.
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Purchase date was July 3rd.
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Thank you.
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Okay, I created a replacement request.
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We will send a new pair within three to five business days.
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Do I need to send the old pair back?
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Yes, we will email you a return label with simple instructions.
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Okay, thanks.
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You're welcome.
385
Conversation 19.
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Payment failed at checkout.
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This happens to everyone, even me.
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Hi, I can't complete my payment online.
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I'm sorry to hear that.
390
What message do you see?
391
It says, payment failed, try again.
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Okay, first please check your card details and available balance.
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I checked.
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Everything looks correct.
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Thanks for checking.
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Please try clearing your browser cache or use a different browser.
397
Okay.
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If it still fails, we can also offer another payment method, like a bank transfer link.
399
Great.
400
I'll try a different browser first.
401
Sounds good.
402
Conversation 20.
403
Laptop can't connect to Wi-Fi.
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We give step-by-step instructions.
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Hello, my laptop will not connect to Wi-Fi.
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I'm sorry about that.
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What model is it?
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It's a Bright Book Air.
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Thank you.
410
What happens when you try to connect?
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It says, can't connect to this network.
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Okay.
413
First, please restart the laptop.
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Then try again.
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I restarted it, but it still doesn't work.
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Thanks.
417
Next, please reset your network settings.
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Go to Settings, then Network, then find Network Reset.
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Okay.
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I'm doing it now.
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Beat.
422
Great.
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After the reset, restart one more time.
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Okay.
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Now it connects.
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Wonderful.
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I'm glad it worked.
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Me too.
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Thank you.
430
Conversation 21.
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Asking for product information.
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New smartphone.
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Beginner-friendly specs.
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Not too many hard words.
435
Hi.
436
I want to know about your newest phone.
437
Sure.
438
Our newest model is the Sky Phone Pro.
439
It is fast and the battery lasts a long time.
440
What is the screen size?
441
It has a 6.6-inch display with bright colors.
442
How much memory does it have?
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It comes with 8GB or 12GB of memory.
444
Storage options are 128GB and 256GB.
445
What colors can I choose?
446
Black, white, and green.
447
Nice.
448
Thanks.
449
You're welcome.
450
Conversation 22.
451
Extending a warranty.
452
Very practical for expensive items.
453
Hello, I want to extend the warranty on my laptop.
454
Sure.
455
What model is it and when did you buy it?
456
Brightbook Plus.
457
I bought it last September.
458
Thank you.
459
Beat.
460
Your warranty ends next month.
461
You can extend it for one year for $95 USD or two years for $170 USD.
462
I want the two-year option.
463
Great.
464
I added the two-year extended warranty.
465
You will receive a confirmation email today.
466
Perfect.
467
Anything else?
468
Conversation 23.
469
Leaving feedback.
470
Feedback can be kind and honest.
471
Hi.
472
I want to leave feedback about your service.
473
Thank you.
474
We appreciate that.
475
What would you like to share?
476
Your team is friendly, but your website is a little confusing.
477
I can't find simple help pages fast.
478
Thank you for the clear feedback.
479
I will share it with our website team.
480
Great.
481
And thank you for taking the time to tell us.
482
Conversation 24.
483
Following up on an old issue.
484
When there is no answer yet.
485
Hello, I reported an issue last week, but I did not get a reply.
486
I'm sorry about the delay.
487
Do you have a case number?
488
Yes, case number C90814.
489
Thank you.
490
I see your case is with our technical team now.
491
I will message them and get back to you today.
492
Okay, I really hope it is fixed soon.
493
I understand.
494
Thank you for your patience.
495
Conversation 25.
496
Subscribing to a new service.
497
Ending on something positive.
498
Hello.
499
I want to subscribe to your cloud storage service.
500
Great.
501
We have a few plans.
502
How much storage do you need?
503
Around 1 terabyte.
504
Our premium plan has 2 terabytes for $9.99 USD per month.
505
It includes automatic backup and sync on multiple devices.
506
That sounds good.
507
Please sign me up.
508
Done.
509
You will get a confirmation email in a few minutes.
510
Thank you.
511
You're welcome.
512
Okay, we did a lot today.
513
In a good way.
514
You did great, Henry.
515
Thank you.
516
I feel like I can call customer service now.
517
Maybe.
518
And you listeners can take these conversations and practice them again.
519
Repeat each line.
520
Copy the rhythm.
521
Also, try changing the details.
522
Change the product.
523
Change the dates.
524
Change the numbers.
525
Keep the same English.
526
Yes, that is real speaking practice.
527
Thanks for listening to Chill Talk English.
528
See you next time.
529
Bye!
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Vocabulaire et conseils d’expression pour cette leçon
Cette leçon d’expression orale de niveau A2 s’appuie sur la vidéo « How to Call Customer Service in English Conversation Practice ». Les mots qui reviennent le plus souvent : conversation, email, account. Cette vidéo contient 529 phrases et 2534 mots à répéter en shadowing. La partie parlée dure 21:56. Le locuteur parle à un rythme régulier d’environ 116 mots par minute, confortable pour le shadowing. 83 % 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
15 mots de la vidéo à retenir, avec leur prononciation et leur sens :
| Mot | Prononciation | Sens |
|---|---|---|
| restart verbe | /ˈɹiːˌstɑɹt/ | recommencer |
| laptop nom | /ˈlæp.tɑp/ | ordinateur portable, portable |
| refund nom | /ɹɪˈfʌnd/ | remboursement |
| arrive verbe | /əˈɹaɪv/ | arriver |
| connect verbe | /kəˈnɛkt/ | accoupler, connecter |
| feedback nom | /ˈfiːdˌbæk/ | évaluation, réaction |
| reset verbe | /ɹiːˈsɛt/ | remettre à zéro, réinitialiser |
| extend verbe | /ɛkˈstɛnd/ | étendre |
| confirmation nom | /ˌkɑn.fəɹˈmeɪ.ʃən/ | confirmation |
| password nom | /ˈpæs.wɜɹd/ | mot de passe, mot d'ordre |
| replacement nom | /ɹɪˈpleɪsmənt/ | remplaçant, substitut |
| cancel verbe | /ˈkæn.sl̩/ | annuler, résilier |
| polite adjectif | /pəˈlaɪt/ | poli |
| technician nom | /tɛkˈnɪʃən/ | technicien, technicienne |
| package nom | /ˈpæk.ɪd͡ʒ/ | paquet, paquetage |
Les verbes à particule que vous entendrez
| Mot | Sens |
|---|---|
| come back verbe | revenir |
| sign up verbe | inscrire |
Des phrases à répéter
Des phrases courtes et complètes de la vidéo, à réutiliser dans la conversation de tous les jours :
- How can I help you today?
- Can you tell me your order number, please?
- Is there anything else I can do for you?
- Can you share your account number, please?
- Can I also see my recent payments?
La grammaire de cette vidéo
Les structures que le locuteur utilise le plus, avec les mots exacts de la vidéo :
| Structure | Dans la vidéo |
|---|---|
| Voix passive be + participe passé — l’accent est mis sur ce qui arrive, pas sur qui le fait | is cracked · is still not fixed · was processed |
| Present perfect have/has + participe passé — une action passée qui compte encore maintenant | has not arrived · has not shipped |
| Possibilité avec « might / may » might/may + verbe — quelque chose de possible mais pas certain | may have · may take · may need |
| Comparatifs -er than / more … than — comparer deux éléments | higher than |
Prononciation à surveiller
Le locuteur utilise 43 contractions et formes réduites, comme I'm, you're, can't. Prononcez-les sous leur forme courte, telles que vous les entendez.
- Les sons « th »: rhythm /ˈɹɪð.əm/, empathy /ˈɛmpəθi/
- Les sons « sh » et « zh »: confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, technician /tɛkˈnɪʃən/, instruction /ɪnˈstɹʌkʃən/, refresh /ɹɪˈfɹɛʃ/, shadow /ˈʃædəʊ̯/
- Mots longs — placez bien l’accent: confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, supervisor /ˈsupɚˌvaɪzɚ/, automatic /ˌɔː.təˈmæt.ɪk/
Les sons difficiles pour les francophones :
- /h/ — il se souffle, il n’est pas muet: warehouse /ˈwɛə(ɹ)haʊs/, headphones /ˈhɛdfoʊnz/
- /tʃ/ et /dʒ/ — à ne pas adoucir en « ch » et « j »: package /ˈpæk.ɪd͡ʒ/, checkout /ˈt͡ʃɛkˌaʊt/
- /r/ anglais — langue recourbée, sans frotter la gorge: restart /ˈɹiːˌstɑɹt/, refund /ɹɪˈfʌnd/, arrive /əˈɹaɪv/, reset /ɹiːˈsɛt/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/
Comment s’entraîner avec cette vidéo
- Écoutez la vidéo en entier une fois sans parler et notez les mots que vous ne connaissez pas.
- Répétez phrase par phrase à vitesse normale, en reprenant chacune jusqu’à ce que votre rythme corresponde à celui du locuteur.
- Enregistrez-vous et comparez avec l’original, en faisant attention à des mots comme restart, laptop, refund.
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.