Shadowing Practice: Angry Customer Demands Refund | Call Center Role Play - Learn English Speaking with Video

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66 משפטים
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1
Angry customer demands refund.
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Call center role play.
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Call center agent and customer.
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Thank you for calling Everline Services.
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My name is Brian.
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How may I assist you today?
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Yes, hello.
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I was just charged twice for the same service yesterday.
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This is ridiculous.
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I want my money back immediately.
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I'm very sorry to hear that.
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I can imagine how frustrating that must be.
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Let me check your account and see what happened.
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May I have your full name and the last four digits of your customer ID to verify your account?
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My name is Ashley Funston, and my customer ID ends in...
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Hold on a sec.
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Yeah, it's 4732.
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Thank you.
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Please give me a moment while I pull up your details.
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Okay, I have your account in front of me.
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I do see two identical charges for the Home Plus subscription from yesterday.
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Exactly.
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But I only signed up once.
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Why are there two charges?
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It appears the system processed the payment twice due to a server error during checkout.
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You were not the only customer affected yesterday.
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We've already started reviewing these cases.
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Well, I really wish you had let me know before I was forced to call you guys.
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You know, this is not the first time I've had a billing issue with your company.
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I completely understand your concern, and I truly apologize for the inconvenience.
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I'll begin the refund process right away and escalate the issue to our technical team, so it doesn't happen again.
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Fine.
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Do you have any idea how long it will take to get my money back?
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The refund will typically reflect on your original payment method within three to five business days, depending on your credit card company.
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To speed things up, I'm marking this case as urgent and have noted that this is a repeat issue on your account.
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That's still kind of long.
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I need that money to pay other bills this week.
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I understand completely.
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If the amount hasn't shown up after three business days, I'll personally follow up with our billing team for you.
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Also, may I offer you a one-month service credit for the inconvenience?
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Hmm, okay.
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At least that's something.
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But I'm warning you, this better not happen again.
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I don't have time to wait on hold and deal with you people.
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I'm so tired of calling customer service again and again.
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I understand how frustrating that must be, and I appreciate you sharing that with me.
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It's our responsibility to make things right, and I will do my best to ensure this issue is resolved smoothly.
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I'm also creating a support ticket with your complaint so it can be reviewed by our management team.
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Well, I'm not sure how that's going to help me pay my bills this week, but whatever.
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So I'll get my refund in about three days and one month of credit.
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Is that right?
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Yes, that's correct.
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You'll also receive a confirmation email shortly with all the details and a reference number.
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Is there anything else I can assist you with today, Ms. Funston?
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No, I guess that covers it.
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Just make sure I actually get the money back.
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Like I said, I really need the money this week.
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Absolutely.
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I've taken care of it, and I'll keep an eye on your case personally.
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Thank you again for your patience, and I apologize once more for the inconvenience.
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We truly appreciate your business.
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Yeah, yeah, save it for the next person.
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At least you seem to have tried, but your company is really awful.
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I appreciate your feedback, ma'am.
65
Goodbye.
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Remember to watch our other roleplay videos.

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Vocabulary and speaking notes for this lesson

This B1 speaking lesson is built on the video “Angry Customer Demands Refund”. The speaker keeps coming back to these words: customer, refund, account, issue, inconvenience. This video has 66 sentences and 609 words to shadow. The speech runs for 3:41. The speaker talks at a natural 165 words per minute, close to everyday conversation. 84% of the words are among the 3,000 most common in English; the rest is worth studying before you start.

Key vocabulary in this video

The 15 most advanced words in the video, with pronunciation and meaning:

WordPronunciationMeaning
refund noun/ɹɪˈfʌnd/An amount of money returned.
inconvenience noun/ɪnkənˈvinjəns/The quality of being inconvenient.
frustrate verb/ˈfɹʌsˌtɹeɪt/To disappoint or defeat; to vex by depriving of something expected or desired.
apologize verb/əˈpɑləˌd͡ʒaɪz/To make an apology or excuse; to acknowledge some fault or offense, with expression of regret for it, by way of amends
escalate verb/ˈɛs.kə.leɪt/To increase (something) in extent or intensity; to intensify or step up.
roleplay verb/ˈroʊl.pleɪ/To act out a scenario or fantasy with another person or other people.
checkout noun/ˈt͡ʃɛkˌaʊt/The process of checking out of a hotel, or the latest time to vacate a room in one.
smoothly adverb/ˈsmuːðli/in a smooth manner; smooth
digit noun/ˈdɪd͡ʒɪt/A position in a sequence of numerals representing a place value in a positional number system.
verify verb/ˈvɛɹɪfaɪ/To substantiate or prove the truth of something.
subscription noun/səbˈskɹɪpʃən/Access to a resource for a period of time, generally for payment.
confirmation noun/ˌkɑn.fəɹˈmeɪ.ʃən/An official indicator that things will happen as planned.
urgent adjective/ˈɜː.d͡ʒənt/Requiring immediate attention.
resolve verb/ɹɪˈzɑlv/To find a solution to (a problem).
patience noun/ˈpeɪ̯.ʃəns/The quality of being patient.

Phrasal verbs you will hear

WordPronunciationMeaning
pull up verb/ˌpʊl ˈʌp/To lift upwards or vertically.
show up verbTo appear, arrive, or attend, especially suddenly or erratically.
sign up verbTo add a name to the list of people who are participating in something.

דקדוק בסרטון הזה

המבנים שהדובר משתמש בהם הכי הרבה, עם המילים המדויקות מהסרטון:

מבנהבסרטון
הווה מושלם (Present perfect) have/has + past participle — פעולה שקרתה בעבר ועדיין יש לה חשיבות או השפעה עכשיוWe've already started · I've had · have noted
סביל (Passive voice) be + past participle — הדגש הוא על מה שקורה, לא על מי שעושה את הפעולהwas just charged · was forced · is resolved
עתיד עם “will” will + verb — החלטה, הבטחה או ניבוי לגבי העתידI'll begin · will take · will typically
הווה ממושך (Present continuous) am/is/are + -ing — משהו שמתרחש כרגע או בסביבה הקרובה לזמן הזהI'm marking · I'm warning · I'm also creating

Pronunciation to watch

The speaker uses 17 contractions and reduced forms, such as I'm, I'll, I've. Say them the short way, as you hear them.

  • The “sh” and “zh” sounds: subscription /səbˈskɹɪpʃən/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, patience /ˈpeɪ̯.ʃəns/
  • Long words — get the stress right: inconvenience /ɪnkənˈvinjəns/, apologize /əˈpɑləˌd͡ʒaɪz/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/

How to practise with this video

  1. Listen to the whole video once without speaking and note the words you do not know.
  2. Start at 0.75× speed, shadow it sentence by sentence, then go back to normal speed once it feels easy.
  3. Record yourself and compare with the original, paying attention to words like refund, inconvenience, frustrate.

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.

טכניקת Shadowing: קרא את המדריך המלא שלב אחר שלב →