Shadowing Practice: 20 English Customer Service Phrases - Learn English Speaking with Video
בחר מצב תרגול
כל מצב פותח חדר תרגול במסך מלא.
174 משפטים
אם המשפטים קצרים או ארוכים מדי, לחץ על ערוך כדי להתאים אותם.
1
Hey, so customer service is a big part of many different jobs in many different industries.
2
Customer service is important not only if you are a customer service representative.
3
And every moment that you spend with your customers
4
or your clients is an opportunity for you to make them feel special and to create an amazing experience.
5
And your choice of language or your choice of words reflects how much you care about and value your customers.
6
So in today's lesson, we are learning 20 very useful phrases for customer service.
7
First off, let's have a look at some phrases for getting your conversation started with your customer or your client.
8
Now, two of the most common phrases that I'm sure you have heard
9
and probably used if you work in customer service are, how can I help you or is there anything I can help you with today?
10
How can I help you or is there anything I can help you with today?
11
Now, these two phrases are very common, as I said, and they're kind of the essential foundation of a conversation with a customer.
12
These questions can be asked in a shop or on the phone
13
if you are providing a service or if you are selling a product.
14
If you're talking to a customer and you work in retail, for instance, it's very common to ask, how can I help you today?
15
Or is there anything I can help you with today?
16
Another great phrase is, thank you so much for waiting.
17
Thank you so much for waiting or thank you for your patience.
18
Now this one is common
19
when your customer has been in line waiting to speak to you or when they have been on hold on the phone.
20
You always want to thank them for waiting, okay?
21
People don't like waiting for things.
22
Unfortunately, people are kind of impatient by nature.
23
When you start your conversation by thanking them for waiting or thanking them for their patience,
24
it just sets a positive tone for the rest of the conversation.
25
Another question you might ask early on in your conversation is, is there anything else I can help you with?
26
Is there anything else I can help you with today?
27
And this one is useful for when you have answered your customer or client's question.
28
And then you want to make sure that you've done the maximum you can.
29
You can ask, is there anything else I can do for you?
30
Or is there anything else I can help you with today?
31
Next, let's look at some phrases for when you have to apologize to a customer.
32
Now, there's lots of different reasons and situations in which you might have to apologize to a customer.
33
Perhaps you made a mistake.
34
Perhaps someone else made a mistake.
35
Perhaps your customer just had a bad experience.
36
So it's not necessarily that you've done something wrong
37
and you have to say sorry there are different situations in which apologizing is appropriate, professional, and expected.
38
And when it comes to apologizing, you want to make sure that you are putting yourself in the customer's shoes,
39
even if you are apologizing on behalf of your company or on behalf of someone else.
40
So instead of simply saying, I'm sorry, try putting yourself in your customer's shoes, trying to understand how they feel.
41
And you can use a combination of any of these phrases.
42
I apologize for, I apologize for something.
43
Now, instead of saying I apologize, if you're upset, you want to apologize for something that you actually believe happened.
44
And your choice of words is important.
45
And this is an example.
46
I or we apologize for something.
47
For instance, I apologize for the mistake or for the mix-up.
48
Now mix-up is just another way of saying mistake.
49
Something was mixed up, a mistake was made.
50
Okay I apologize for the mix-up or I apologize for the mistake.
51
As I mentioned your choice of words is important.
52
So instead of saying I apologize if there was a mistake
53
or if someone made a mistake you want to be careful here and you want to say, I apologize for something.
54
Okay.
55
Even if the mistake was not made by you
56
and you're not a hundred percent sure that a mistake was made by saying, I apologize for this happening.
57
It makes the customer feel like you believe them and that you think that their problem is important, that this mistake is important.
58
Whereas I apologize if a mistake was made, sounds like it gives the impression that you kind of doubt
59
that a mistake was made or maybe a mistake wasn't really made
60
but if so i'm sorry instead you want to sound more sure of your apology okay
61
so be careful with your prepositions here
62
so i apologize for the mistake you can also use we instead of i
63
if you're apologizing on behalf of your team your department
64
or your company i apologize
65
or we apologize for the oversight now oversight is is a mistake
66
that is made when someone forgets to do something or essentially overlooks something.
67
That's kind of a synonym, okay?
68
Something is supposed to be done and the person responsible just forgot to do it, okay?
69
That's an oversight.
70
I apologize for the confusion or for the misunderstanding.
71
I apologize for the confusion or the misunderstanding.
72
Now, this phrase focuses more on the fact that there was a miscommunication
73
or a misunderstanding instead of whose fault it was okay instead of i apologize
74
that my colleague didn't explain that properly or i apologize
75
that you didn't understand that's not the best choice of words
76
it's kind of putting the blame on someone else instead you just want to focus on the fact
77
that there was a misunderstanding and you want to apologize for
78
that and then go ahead and shift your focus to finding a solution.
79
And I apologize for the inconvenience.
80
I apologize for the inconvenience.
81
This is a good one to use
82
if your customer has been waiting a long time or they've experienced any inconvenience that they shouldn't have.
83
Next, some useful phrases for solving a problem that your customer might have.
84
First up, let's find a solution for you.
85
Let's find a solution for you.
86
This is a nice phrase because it sounds collaborative.
87
It sounds like you and the customer
88
or client could be working together to find a solution
89
or you and your colleagues and your team could be working together to find a solution for your customer.
90
So this is a nice one for after you have listened to the issue, you've listened to the problem, you've taken the time to gather all the information you need,
91
make sure you understand the facts, and then you want to come up with a positive response and say, all right, let's find a solution for you.
92
Another option, I will look into that right away.
93
I will look into that right away.
94
Now look into is a nice phrasal verb to know.
95
Look into just means to investigate something further or get some more information about something.
96
Next, here's what we can do to resolve this issue.
97
Here's what we can do to resolve this issue.
98
Okay, so if your customer has faced a problem or an issue and you have a solution to present to them,
99
this is a great phrase to start the presentation of your solution or the steps that you might need to take.
100
Thank you for bringing this up or thank you for letting me know.
101
Thank you for bringing this up or thank you for letting me know.
102
This is a really nice one for when a customer or client has come to you with an issue, with a problem or with a concern.
103
You can start your response by thanking them for telling you first of all.
104
A lot of customers nowadays do not come to you with their concerns.
105
Instead they stay quiet, they say everything is okay, act like everything is okay, and then go online and leave a bad review.
106
And a lot of people or businesses are surprised because they never had the opportunity to provide a solution.
107
All right.
108
So this is a lovely one.
109
Next, let's look at some phrases for showing or expressing empathy.
110
Now, empathy is the ability to understand how someone else is feeling.
111
You put yourself in someone else's position and understand what they are experiencing or what they are going through.
112
Now it's important to empathize with your customers and with your clients because this shows that you value them,
113
you care about them, and it also helps to calm them down if they are upset about something.
114
Once you are able to empathize with your customers, it puts them in the right mindset to solve any problems.
115
When you show empathy to your customers, it helps to get them into the right mindset to be open to solving a problem.
116
So a good phrase for expressing empathy would be, I completely understand how adjective this must be for you.
117
I completely understand how frustrating this must be for you.
118
I completely understand how difficult this must be for you.
119
A lot of times when you have a customer who's upset, they want to be heard and understood.
120
That is a very first step to delivering good customer service is to listen
121
and to understand the issue that your customer is coming to you with.
122
All right.
123
Another option is I understand this situation has been difficult
124
and I will do everything I can to help you or I will do everything I can to solve it.
125
Now, this is a good one for a customer who has been facing an ongoing issue or an ongoing challenge.
126
and maybe you are not the first person that they've spoken to.
127
So they're becoming more and more frustrated and you want to empathize with them
128
and actually try to take the steps to solve the problem.
129
Another nice one is, I will do my best to help you with this.
130
I will do my best to help you with this.
131
Or if you want to be a little more formal, you could use the word assist instead of help.
132
I'll do my best to assist you with this.
133
Or I understand your concern.
134
I understand your concern.
135
Let's see what we can do for you.
136
I understand your concern.
137
Let's see what we can do.
138
Next is I would be happy to verb that for you.
139
I would be happy to check that for you.
140
I would be happy to do that for you.
141
I would be happy to arrange that for you.
142
And finally, I appreciate your patience.
143
I appreciate your patience.
144
This is a very simple but effective phrase because
145
when you acknowledge the fact that someone has had to be patient and has actually been patient, it really does mean a lot.
146
It helps your customer to realize that you actually care about them, that they are valuable to you, and it puts them in a more positive state of mind.
147
They're going to be more receptive to you and receptive to what you are saying to them.
148
Now with all of these phrases you can use them in combination with each other.
149
You can also adjust how formal you are.
150
Depending on where you live, where you work, the culture of your company, the culture of your location, you will have to adjust your level of formality.
151
Also keep in mind that when you are speaking on behalf of your company or your team, you can use the pronoun we.
152
And if you are speaking on behalf of yourself, of course, you can use I.
153
Now be careful with this one because sometimes when you're speaking to someone face to face, it's a one to one conversation and you keep saying we,
154
we, we, and there's no one else there.
155
It can seem a little bit impersonal and kind of like you're deflecting and you're putting the attention, you know, on a group of people who isn't even there.
156
So just be careful with this one.
157
Now it's also a good idea to use contractions and shorter sentences
158
or shorter versions of these sentences when you are speaking to someone.
159
You can use more formal and longer versions of these sentences
160
if you happen to be writing an email to a customer, for instance.
161
Remember that spoken English and written English are not the same, so you want to make sure that you are adjusting the phrase to best fit the situation.
162
Now, whether you work in customer service
163
or you need to improve your customer service skills in general for the position
164
that you have or that you are looking for, this is a topic that I teach in detail in the Essential English for Business course.
165
That is a self-study online course to teach you the fundamentals of professional English communication.
166
You can learn more about the Essential English for Business course down below in the description box.
167
As well, you can grab your free ebook English Conversations Made Simple also linked down below.
168
If you have any questions on this topic please do drop those in the comments for me
169
and let me know what your experiences have been with working in customer service in English.
170
Customer service is a very very very important part of many many jobs nowadays
171
and developing strong customer service skills are very very valuable.
172
So I hope that you enjoyed today's lesson.
173
Thank you for watching, learning, and spending time here with me today.
174
I'll see you very soon in another one.
הורד אפליקציה
כל מה שאתה צריך כדי לדבר בשטף
הגיית AIציון לכל משפט
תרגול IPAשלוט בכל צליל
אוצר מיליםבנה את מאגר המילים שלך
משחק אוצר מיליםלמד תוך כדי משחק
FOR YOU
המלץ על סרטון
B28
114 משפטים
36 English Phrases For Professional Customer Service (FREE PDF Guide)
TOEIC PrepBusiness EnglishWorking Adults
![Business English: Customer Service Expressions [Advanced Professional English]](https://img.youtube.com/vi/87typT3y5ys/mqdefault.jpg)
B23
53 משפטים
Business English: Customer Service Expressions [Advanced Professional English]
American AccentTOEIC PrepBusiness EnglishWorking Adults
B14
907 משפטים
100 Essential Phrases & How to Handle Customer Calls in English | English Conversation Practice
TOEIC PrepBusiness EnglishDaily Conversation
B21
422 משפטים
Customer Service Vs. Customer Experience
Business EnglishWorking Adults
B26
275 משפטים
Upper-Intermediate Phrases (B1 + B2) You Definitely Need to Know
Business EnglishDaily ConversationHigh School Students
B21
705 משפטים
English for Work Everyday Business English Audio CDs 0 50min
Business EnglishWorking Adults
B24
22 משפטים
Unit 1 Lesson 3 Listening ex2
Business EnglishWorking Adults
B23
62 משפטים
10 Words: Change Your Basic English to Business English
Business EnglishWorking Adults
B23
62 משפטים
English Job Interview Tips and Tricks 2 - How to Answer Job Interview Questions in English
Business EnglishInterview EnglishWorking Adults
A28
72 משפטים
👂🎧Call Center Listening Practice │General Questions and Answers in English
TOEIC PrepBusiness EnglishWorking Adults
B12
58 משפטים
21 Phrases For Formal Emails - Business English (FREE E-phrasebook)
Business EnglishWorking Adults
B15
359 משפטים
B1 English Listening Practice | Shopping & Customer Service Dialogues | EP53 #luyennghetienganh
TOEIC PrepBusiness EnglishTeens
אוצר מילים והערות הגייה לשיעור הזה
שיעור הדיבור הזה ברמה B2 מבוסס על הסרטון “20 English Customer Service Phrases”. המילים שחוזרות הכי הרבה: customer, apologize, phrase, mistake, instead. בסרטון הזה יש 174 משפטים ו-2305 מילים לתרגול Shadowing. הדיבור נמשך 13:35. הדובר מדבר בקצב טבעי של כ-170 מילים בדקה, קרוב לשיחה יומיומית. 87% מהמילים נמצאות בין 3,000 המילים הנפוצות ביותר באנגלית, כך שקל לעקוב אחרי אוצר המילים.
אוצר מילים מרכזי בסרטון הזה
15 המילים המתקדמות ביותר בסרטון, עם ההגייה והמשמעות שלהן:
| מילה | הגייה | משמעות |
|---|---|---|
| apologize פועל | /əˈpɑləˌd͡ʒaɪz/ | הִתְנַצֵּל |
| empathy שם עצם | /ˈɛmpəθi/ | אֶמְפַּתְיָה |
| patience שם עצם | /ˈpeɪ̯.ʃəns/ | סַבְלָנוּת |
| inconvenience שם עצם | /ɪnkənˈvinjəns/ | אי נוחות |
| adjust פועל | /əˈd͡ʒʌst/ | כוונן, התאים |
| frustrate פועל | /ˈfɹʌsˌtɹeɪt/ | תִּסְכֵּל |
| verb שם עצם | /vɝb/ | פועל, פֹּעַל |
| colleague שם עצם | /ˈkɒliːɡ/ | עָמִית, עמיתה |
| nowadays תואר הפועל | /ˈnaʊ.ə.deɪz/ | כיום |
| confusion שם עצם | /kənˈfjuːʒən/ | בִּלְבּוּל |
| adjective שם עצם | /ˈæd͡ʒ.ɪk.tɪv/ | שֵׁם תּוֹאַר, שֵׁם תֹּאַר |
| contraction שם עצם | /kənˈtɹækʃ(ə)n/ | התכווצות |
| preposition שם עצם | /ˌpɹɛpəˈzɪʃən/ | מילת יחס, מִלַּת יַחַס |
| pronoun שם עצם | /ˈpɹoʊ.naʊn/ | כִּנּוּי גּוּף, מִלַּת גּוּף |
| synonym שם עצם | /ˈsɪn.əˌnɪm/ | מִלָּה נִרְדֶּפֶת |
משפטים שכדאי לחזור עליהם
משפטים קצרים ושלמים מהסרטון שאפשר להשתמש בהם בשיחה יומיומית:
- Is there anything else I can help you with today?
- You can ask, is there anything else I can do for you?
- First up, let's find a solution for you.
- Let's find a solution for you.
- Here's what we can do to resolve this issue.
דקדוק בסרטון הזה
המבנים שהדובר משתמש בהם הכי הרבה, עם המילים המדויקות מהסרטון:
| מבנה | בסרטון |
|---|---|
| הווה מושלם ממושך (Present perfect continuous) have/has been + -ing — פעולה שהתחילה בעבר ועדיין נמשכת עכשיו | has been waiting · has been facing |
| הווה מושלם (Present perfect) have/has + past participle — פעולה שקרתה בעבר ועדיין יש לה חשיבות או השפעה עכשיו | have heard · has been · have answered |
| סביל (Passive voice) be + past participle — הדגש הוא על מה שקורה, לא על מי שעושה את הפעולה | can be asked · was made · was not made |
הגייה ששווה לשים לב אליה
הדובר משתמש ב-27 קיצורים וצורות מקוצרות, כמו you're, you've, I'm. אמרו אותם בצורה הקצרה, כפי שאתם שומעים אותם.
- הצלילים של “th”: empathy /ˈɛmpəθi/, empathize /ˈɛmpəˌθaɪz/
- הצלילים של “sh” ו-“zh”: patience /ˈpeɪ̯.ʃəns/, confusion /kənˈfjuːʒən/, contraction /kənˈtɹækʃ(ə)n/, preposition /ˌpɹɛpəˈzɪʃən/, impatient /ɪmˈpeɪʃənt/
- מילים ארוכות — שימו לב להטעמה: apologize /əˈpɑləˌd͡ʒaɪz/, misunderstand /mɪs.ʌn.də(ɹ)ˈstænd/, inconvenience /ɪnkənˈvinjəns/, formality /fɔːrˈmælɪti/, impersonal /ɪmˈpɝsənəl/
צלילים שדוברי עברית מתקשים בהם:
- /æ/ — פתוח יותר מה-“אֶ” העברית, לא כמו “a” ב-“cup”: misunderstand /mɪs.ʌn.də(ɹ)ˈstænd/, adjective /ˈæd͡ʒ.ɪk.tɪv/, contraction /kənˈtɹækʃ(ə)n/, formality /fɔːrˈmælɪti/, collaborative /kəˈlæb.ə.ɹə.tɪv/
- /r/ — הלשון לא נוגעת בשום מקום, לא ה-“ר” הגרונית: misunderstand /mɪs.ʌn.də(ɹ)ˈstænd/, frustrate /ˈfɹʌsˌtɹeɪt/, receptive /ɹəˈsɛptɪv/, resolve /ɹɪˈzɑlv/, contraction /kənˈtɹækʃ(ə)n/
- עיצור קולי בסוף מילה — /b/, /d/, /g/, /z/, /v/ בלי להפוך אותם לאטומים: apologize /əˈpɑləˌd͡ʒaɪz/, misunderstand /mɪs.ʌn.də(ɹ)ˈstænd/, empathize /ˈɛmpəˌθaɪz/, receptive /ɹəˈsɛptɪv/, verb /vɝb/
איך לתרגל עם הסרטון הזה
- הקשיבו לכל הסרטון פעם אחת בלי לדבר, ורשמו את המילים שאתם לא מכירים.
- התחילו במהירות 0.75×, תרגלו Shadowing משפט אחר משפט, וחזרו למהירות רגילה כשזה מרגיש קל.
- הקליטו את עצמכם והשוו למקור, תוך תשומת לב למילים כמו apologize, empathy, patience.
מהי טכניקת השאדואינג?
שאדואינג היא טכניקת למידת שפה מבוססת מדע שפותחה במקור להכשרת מתורגמנים מקצועיים ופופולרית על ידי הפוליגלוט ד"ר אלכסנדר ארגואלס. השיטה פשוטה אך עוצמתית: אתה מקשיב לאודיו באנגלית ילידית וחוזר עליו בקול רם מיד — כמו צל העוקב אחרי הדובר עם עיכוב של 1–2 שניות בלבד. בניגוד להאזנה פסיבית או תרגילי דקדוק, שאדואינג מכריח את המוח והשרירים בפה לעבד ולשחזר דפוסי דיבור אמיתיים בו זמנית. מחקרים מראים שזה משפר משמעותית את דיוק ההגייה, האינטונציה, הקצב, הדיבור המחובר, הבנת השמיעה ושטף הדיבור — מה שהופך אותו לאחת השיטות היעילות ביותר להכנה לIELTS Speaking ולתקשורת באנגלית בעולם האמיתי.