Pratique du Shadowing: Mock Call Sample Recording With Call Flow Guide: PART 1 - Apprendre l'anglais à l'oral avec la vidéo
Création de la leçon...
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Hi guys, welcome back to my channel.
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I'm Sheena and in today's video, I'm super excited because I'm going to do a mock call or a call simulation.
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And that means that I'm going to act as the call center agent
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and somebody on the other end of the line is going to act as my customer.
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And by the end of this mock call, I'm also going to be discussing the call flow
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and the seven steps that you need to do when you're assisting customers over the phone. So let's begin.
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Okay, so I already have my headset on, although I'm going to be using this microphone because it will cancel out the noise from my neighborhood,
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the cats and the dogs and my neighbor singing.
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but I'm gonna wear this headset just to feel the call
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center agent vibe thing going on okay let's begin hi thank
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you for calling power up company this is Candice how may I help you
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hi Candice so I'm calling because you guys overcharged me um my subscription to you guys
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is supposed to be a flat rate $30 per month.
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But for some reason, I am seeing $33 on my paper bill for the month of July.
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So I don't know what's going on.
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I would really appreciate an explanation on this.
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Sure, I'll be happy to pull up your account now and check the billing details for you.
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Can I have your account number together with your first and last name?
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Sure.
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It's 12345.
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And my full name is Joan Williams.
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Thank you, Joan.
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Just give me a few seconds to pull up your account.
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It was for the month of July this year, right?
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July 2020?
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That's right.
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okay let me see that okay i have your account pulled up now
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and i'm only seeing a 30 charge for the month of july this year could you recheck your bill
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and review the amount no
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that can't be right i am literally holding my bail right now and it says july and it says
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$33 in big bold letters.
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So maybe the charge was moved to June or August?
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I don't know.
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All I know is that you're overcharging me and it's written on my paper bill.
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Yes, Joan.
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I also checked your other month's charges this year from January to July 2020
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and all of these months you were only charged $30.
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Let me just
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check further though your last year oh although i i am seeing a 33 charge here
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but this was way back last year on july 2019 would
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you mind checking the year of the billing paper you're holding right now oh oh my god candace i am
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so so sorry to have wasted your time i really thought this was a recent bill.
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No, don't worry about it, Joan.
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You're fine.
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This bill was literally on my table this morning.
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I must have dropped it when I was throwing garbage this morning. So embarrassing.
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My bad.
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Oh, no problem.
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It happens.
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I mean, it happens to all of us, you know.
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I know, right?
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Anyway, Candice, I won't waste any more of your time and thank you so much for your patients.
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You're welcome, Joan.
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Is there anything else that I can help you with today, maybe?
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No, that's all, Candice.
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I won't waste any more of your time.
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Have a good one.
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Have a good one, Joan.
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Thank you for calling Power Up.
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Bye.
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Bye, Candice.
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Okay, that was done.
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Alright guys, so that was the mock call.
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As you probably noticed, that was very short and simple.
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And I did that on purpose
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because in this video I am going to discuss the call flow
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or the seven steps that you need to do when you're answering or assisting customers over the phone.
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Okay so basically there are like five sequence in a call flow.
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There's the opening, there is the probing or asking questions
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and there's the research and And then there's the resolution and then closing the call.
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That's number five.
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But instead of discussing those five,
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I am going to discuss the seven steps that you need to do when assisting customers over the phone.
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I think this is easier to understand because these are verbs.
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So these are instructions.
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So let's say, for example, that you're lost.
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you're just you feel lost
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and you don't know what to do during a call you just refer back to this guide
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and the guide will tell you where you are during your call
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and what to do next so think of this as your map
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when you're in a mock call or when you're talking to a real customer for that matter
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yeah so let's begin
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so the first step is open the call how do you properly open a call
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so first you have to state a greeting you just have to say hi hello
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or good morning and then thank you for calling the company's brand name
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and then you have to state your first name so that the customer
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can address you properly and then how may I help you
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so in this call it was hi thank you for calling
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power up company this is Candice how may I help you
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that's all you have to do now depending on the company
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the how may I help you could vary sometimes it could be hi thank you for calling
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this company this is candace how can i make your day better
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and it really depends on the company maybe they want to customize their opening call
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and that's fine too
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but how may help you is pretty much the standard you can never go wrong with it
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so you're fine okay so that is the opening now
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let's go to empathize or assure
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or both I just said sure I'll be happy to pull up your account now
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and check the billing details for you so
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that is like one sentence assurance
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that I will I am going to help her did I
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have to empathize no let me just insert this here and explain the difference between empathy, apology, and assurance.
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So when do you empathize?
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You empathize when you're saying sorry for the customer, but it's not necessarily your company's fault.
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For example, you're saying, oh, I'm so sorry to hear that.
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That must be really hard for you.
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That is empathy.
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But what if it is your company's fault that the customer is experiencing an issue?
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In that case, you need to apologize to the customer.
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You just have to say, I apologize for this inconvenience.
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That is apology that is owning up to your mistakes.
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Obviously you don't want to apologize when it's not clear or you're not sure, or it's just plainly not your company's fault.
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That would be owning up to a mistake that you didn't commit.
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That would be bad because the customer would think that it is your duty to fix that, even if it's not your company's fault.
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And then we have assurance.
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This is applicable when the customer is only asking for an information.
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She just wants an answer, not much emotion involved from the customer.
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And this is the case in this mock call the customer was just asking a question
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and she just wanted her question answered.
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If there's any emotion, it was a little bit of confusion, but in the end, it was her fault.
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So in this call, assurance was enough.
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I did not have to empathize and certainly not apologize.
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Next, number three.
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Number three is confirm the account.
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Confirming the account of a customer is very important.
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you don't want to miss this you don't want to forget this
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if you don't want your grade your mock call score to be deducted this is very important for security purposes
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because you really want to make sure
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that the person you're talking to is the owner of the account
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and so you should never never forget this now obviously there are situations
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when you don't have to confirm the customer's account and
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that is if the customer doesn't have an account with the company
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but in this call the company the customer actually had an account with the company
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so in this case i ask the customer to confirm her account
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and so i ask her about her account number her first and last name.
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Step number four is probe or ask relevant questions if applicable.
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Probing guys is when you ask a customer a question in order to gain clarity of her situation, of her question, of her concern.
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And in this call, I asked her, it was in the month of July this year, right?
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July 2020.
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and that in itself is an example of a probing question
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because when she said July at the start of the call she didn't really say 2020
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and me I didn't want to assume I really need to make sure
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that she's talking about the correct year
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and correct month then I ask her whether
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or not she's talking about July 2020 and so she said yes
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so that was probing also guys I also want to remind you
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that probing in some situation is not necessary
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because probe you only probe you only ask questions
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when you don't fully understand what the customer is asking when you don't fully understand her concern when you need more information.
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That is a time when you need to probe.
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But there are situations when the customer's concern is really just one simple sentence and you can just answer it right away.
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Then you don't have to ask questions.
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You only need to ask questions when you don't understand fully the customer's question or situation or you need more information.
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but if you already understand what the customer is asking 100 you don't need to ask those questions usually
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when I when I call some call centers
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and I ask them a really simple question like okay how much is the cost for this
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and then the agents ask a probing question
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and ask me back okay just to clarify ma'am you want to know the price of this package
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but in that case you don't really need to ask a question.
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You don't really need to ask the customer the question because you already know it's very simple.
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You just have to answer right away.
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And yeah, and this is one of those cases when you don't really need to probe all the time.
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Probing, you only need to do probing.
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You only need to ask questions when you don't know all the information.
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That's it.
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OK, so step number five is solve the problem
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or answer the question self-explanatory this is where you answer the
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customer's question after gathering all the information this is where you give her the answer
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or if the customer has a problem this is where you give her the solution
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or if the solution she is asking for is not possible then you can just give her an alternative resolution.
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So the resolution part during the call was when I told the customer
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that there was no $33 charge on the month of July 2020.
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This is the part where I informed the customer and I was able to answer her question.
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So this is the resolution part.
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And then the step Number six is offer additional assistance.
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This is very easy.
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This is just a one simple sentence.
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But if you miss this, you will miss points as well.
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I was a QA before for two years.
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And every time an agent forgets to offer additional assistance, then it's a minus 10.
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That's big.
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That's a substantial deduction.
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So you don't want to forget this.
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It's very simple.
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You just have to say, is there anything else that I can help you with today?
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And there it is.
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You earn 10 points.
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The importance of offering additional assistance is that you're basically telling the customer that,
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hey, I am here and I'm willing to help you if you have any other concern.
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It makes the customer feel heard and feel that she matters to the company.
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And that's only one sentence, but it's very important in customer service.
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Is there anything else that I can help you with today?
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Very good.
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Very important.
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Don't forget it.
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And the number seven and the last part of the call is to close the call.
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To close the call, you just have to say, thank you for calling, company name, and have a good day.
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That's it.
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Done.
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Okay, guys.
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So I am done with a mock call.
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I am done with the call flow.
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In my next video of mock calls, I am going to make the customers a little bit more difficult,
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their situations and problems a little bit more complicated
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and the call a little bit longer
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because my goal for making these videos of mock calls is
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to expose you to different scenarios to different personalities of customers
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so you will basically have a realistic experience of how it
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is really to answer calls over the phone you probably also noticed
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that i did a little bit of edit with my voice um the customer
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that was actually my voice the customer's voice was actually mine
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i just edited a bit to make it sound more different from my voice i also edited
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and i also edited it to make sure
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that it sounds like the customer is talking through the telephone
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because it will help you guys it will help you once you're on the floor
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and you're handling a mock call
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or an actual call from a customer you're gonna get used to it
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and you're not gonna be as anxious as you would be then
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when it's your first time hearing that kind of setting and
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if you just got hired or you have no call center experience
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and you want to pass your call center training maybe you already passed your call center interview
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and you just really want to improve your call call handling skills
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subscribe to my channel
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because I am going to be uploading around maybe 10 to
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15 videos of mock calls different situations different scenarios different customers different complexities of problems
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so pretty much by the end of these videos you should
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you should have a good foundation of call handling skills
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so make sure to subscribe to my channel click the subscribe button below
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and don't forget to like this video and subscribe that's all guys okay bye i'm hungry
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Vocabulaire et conseils d’expression pour cette leçon
Cette leçon d’expression orale de niveau B1 s’appuie sur la vidéo « Mock Call Sample Recording With Call Flow Guide: PART 1 ». Les mots qui reviennent le plus souvent : customer, account, july, mock. Cette vidéo contient 229 phrases et 2437 mots à répéter en shadowing. La partie parlée dure 16:28. Le locuteur parle à un rythme régulier d’environ 148 mots par minute, confortable pour le shadowing. 88 % des mots font partie des 3 000 mots les plus courants en anglais, le vocabulaire est donc facile à suivre.
Vocabulaire clé de cette vidéo
Les 15 mots les plus avancés de la vidéo, avec leur prononciation et leur sens :
| Mot | Prononciation | Sens |
|---|---|---|
| probe nom | /pɹoʊb/ | sonde, explorateur |
| mock verbe | /mɑk/ | imiter |
| empathize verbe | /ˈɛmpəˌθaɪz/ | compatir, s'apitoyer |
| assurance nom | /əˈʃʊɹəns/ | assurance |
| subscribe verbe | /səbˈskɹaɪb/ | abonner, s'abonner |
| apologize verbe | /əˈpɑləˌd͡ʒaɪz/ | s'excuser, faire l'apologie de |
| edit verbe | /ˈɛdɪt/ | modifier, corriger |
| overcharge verbe | surcharger | |
| headset nom | /ˈhɛdsɛt/ | casque, casque-micro |
| empathy nom | /ˈɛmpəθi/ | empathie |
| apology nom | /əˈpɑ.lə.d͡ʒi/ | excuse |
| applicable adjectif | /əˈplɪk.ə.bəl/ | applicable |
| scenario nom | /sɪˈnɛəɹioʊ/ | scénario |
| emotion nom | /ɪˈməʊ.ʃən/ | émotion |
| depend verbe | /dɪˈpɛnd/ | dépendre |
Les verbes à particule que vous entendrez
| Mot | Prononciation | Sens |
|---|---|---|
| pull up verbe | /ˌpʊl ˈʌp/ | soulever |
Des phrases à répéter
Des phrases courtes et complètes de la vidéo, à réutiliser dans la conversation de tous les jours :
- Is there anything else that I can help you with today, maybe?
- I won't waste any more of your time.
- Then you don't have to ask questions.
- Is there anything else that I can help you with today?
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 | was moved · were only charged · was done |
| Passé continu was/were + -ing — une action en cours à un moment du passé | was throwing · was just asking · was probing |
| Conseil avec « should » should + verbe — dire ce qu’il vaut mieux faire | should never never forget · should have |
| Présent continu am/is/are + -ing — ce qui se passe en ce moment | you're assisting · I'm calling · am seeing |
Prononciation à surveiller
Le locuteur utilise 65 contractions et formes réduites, comme don't, you're, I'm. Prononcez-les sous leur forme courte, telles que vous les entendez.
- Les sons « th »: empathize /ˈɛmpəˌθaɪz/, empathy /ˈɛmpəθi/, gather /ˈɡæðɚ/
- Les sons « sh » et « zh »: assurance /əˈʃʊɹəns/, emotion /ɪˈməʊ.ʃən/, deduction /dɪˈdʌkʃən/, simulation /ˌsɪm.jəˈleɪ.ʃn̩/, subscription /səbˈskɹɪpʃən/
- Mots longs — placez bien l’accent: apologize /əˈpɑləˌd͡ʒaɪz/, apology /əˈpɑ.lə.d͡ʒi/, applicable /əˈplɪk.ə.bəl/, explanatory /ɪkˈsplæn.ə.t(ɔː.)ɹi/, inconvenience /ɪnkənˈvinjəns/
Les sons difficiles pour les francophones :
- /tʃ/ et /dʒ/ — à ne pas adoucir en « ch » et « j »: apologize /əˈpɑləˌd͡ʒaɪz/, apology /əˈpɑ.lə.d͡ʒi/, garbage /ˈɡɑɹ.bɪd͡ʒ/
- /r/ anglais — langue recourbée, sans frotter la gorge: probe /pɹoʊb/, assurance /əˈʃʊɹəns/, subscribe /səbˈskɹaɪb/, scenario /sɪˈnɛəɹioʊ/, embarrass /ɪmˈbæɹəs/
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 probe, mock, empathize.
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.