Shadowing Practice: English for Call Centers ๐Ÿ™‹๐Ÿปโ€โ™€๏ธ | Role Play Practice | Shipping Trouble Mock Call - Learn English Speaking with Video

ื‘ื—ืจ ืžืฆื‘ ืชืจื’ื•ืœ

ื›ืœ ืžืฆื‘ ืคื•ืชื— ื—ื“ืจ ืชืจื’ื•ืœ ื‘ืžืกืš ืžืœื.

30 ืžืฉืคื˜ื™ื
ืื ื”ืžืฉืคื˜ื™ื ืงืฆืจื™ื ืื• ืืจื•ื›ื™ื ืžื“ื™, ืœื—ืฅ ืขืœ ืขืจื•ืš ื›ื“ื™ ืœื”ืชืื™ื ืื•ืชื.
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call center shipping problems role playย  number one call center agent and caller
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hello thank you for calling max warehouseย  this is gloria how may i help you
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hi gloria i'm trying to check on my orderย  certainly sir i'll be happy to check on that for you thank you may i have your phone number orย  the order number please sure my phone number is
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seven 820-704-5678 thank you could i pleaseย  have the billing zip code for your order it's nine one three six two is this mr wallace yesย  that's right you order the sliding shower door
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with the rain glass is that correct yesย  that's right i ordered it about a month ago
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okay mr wallace let me try tracking the orderย  for you thanks i appreciate that bear with me this may take a few minutes that's fine okayย  your order has arrived at the destination port
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do you know when it will be delivered to theย  store i don't see any information on my end
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when i ordered the shower door the websiteย  said that it would be delivered in two weeks
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i do apologize for the delay we haveย  been experiencing supply chain issues
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unfortunately there have been delays on mostย  orders i really wish they had told me that when i ordered i apologize for the inconvenience mrย  wallace let me put a note on the order could we
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text you if there is an update yeah that's fineย  i'd appreciate that do you have any idea when the order might arrive i'm afraid i don't have anyย  other information we do appreciate your patience
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hmm okay i'll give it another week or soย  again mr wallace i am very sorry for the delay
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well i hope it arrives soon is thereย  anything else i can help you with today no just looking forward to receiving my order iย  understand sir thanks for trying thank you for
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calling mr wallace call center shipping problemsย  role play number two call center agent and caller
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hello thank you for callingย  the very best furniture company my name is james how may i help you hello jamesย  i would like to check on the status of my order
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of course ma'am i would be happy to check onย  that for you may i please have your last name and telephone number my last name is davisย  and my telephone number is 451-833-8901
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please wait just a moment while i pull up yourย  order okay thank you i found your order miss davis
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could i please have your billing address zipย  code really fine my zip code is eight four three three zero thank you miss davis youย  ordered the dining room set is that correct
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yes that's correct do you have any idea when myย  order will arrive our system shows that it's still in transit you know i ordered this furnitureย  set almost two months ago miss davis i am
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truly sorry for the delay we are experiencingย  shipping problems due to the supply chain crisis
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so you don't know when it will arrive
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i can make a request to the warehouse to sendย  us an update then we can call you with the information the sales agent said it would takeย  less than a month when i bought this furniture
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i am so sorry miss davis let me see if iย  can get you an update in the next 24 hours
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that would be helpful i really wanted toย  have my new furniture for the holidays
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i am deeply sorry for the inconvenience iย  understand i'm just frustrated with the situation
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is there anything else i can help you withย  today miss davis i just want my furniture please let me know when you get the update weย  will certainly do that ma'am i'd appreciate that
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sorry could i have your name again of course missย  davis it's james thank you for your help james
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again i'm extremely sorry for the shippingย  delay i know i know it's the supply chain
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thank you for calling goodbye rememberย  to watch our other roleplay videos
30
you

ื”ื•ืจื“ ืืคืœื™ืงืฆื™ื”

ื›ืœ ืžื” ืฉืืชื” ืฆืจื™ืš ื›ื“ื™ ืœื“ื‘ืจ ื‘ืฉื˜ืฃ

ื”ื’ื™ื™ืช AIืฆื™ื•ืŸ ืœื›ืœ ืžืฉืคื˜
ืชืจื’ื•ืœ IPAืฉืœื•ื˜ ื‘ื›ืœ ืฆืœื™ืœ
ืื•ืฆืจ ืžื™ืœื™ืื‘ื ื” ืืช ืžืื’ืจ ื”ืžื™ืœื™ื ืฉืœืš
ืžืฉื—ืง ืื•ืฆืจ ืžื™ืœื™ืืœืžื“ ืชื•ืš ื›ื“ื™ ืžืฉื—ืง
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ืื•ืฆืจ ืžื™ืœื™ื ื•ื”ืขืจื•ืช ื”ื’ื™ื™ื” ืœืฉื™ืขื•ืจ ื”ื–ื”

ืฉื™ืขื•ืจ ื”ื“ื™ื‘ื•ืจ ื”ื–ื” ื‘ืจืžื” B1 ืžื‘ื•ืกืก ืขืœ ื”ืกืจื˜ื•ืŸ โ€œEnglish for Call Centers ๐Ÿ™‹๐Ÿปโ€โ™€๏ธโ€. ื”ืžื™ืœื™ื ืฉื—ื•ื–ืจื•ืช ื”ื›ื™ ื”ืจื‘ื”: davis, miss, wallace, furniture, delay. ื‘ืกืจื˜ื•ืŸ ื”ื–ื” ื™ืฉ 30 ืžืฉืคื˜ื™ื ื•-688 ืžื™ืœื™ื ืœืชืจื’ื•ืœ Shadowing. ื”ื“ื™ื‘ื•ืจ ื ืžืฉืš 6:29. ื”ื“ื•ื‘ืจ ืžื“ื‘ืจ ืœืื˜, ื›-106 ืžื™ืœื™ื ื‘ื“ืงื”, ื›ืš ืฉื™ืฉ ื–ืžืŸ ืœื—ืงื•ืช ื›ืœ ืฆืœื™ืœ. 85% ืžื”ืžื™ืœื™ื ื ืžืฆืื•ืช ื‘ื™ืŸ 3,000 ื”ืžื™ืœื™ื ื”ื ืคื•ืฆื•ืช ื‘ื™ื•ืชืจ ื‘ืื ื’ืœื™ืช; ื›ื“ืื™ ืœืœืžื•ื“ ืืช ื”ืฉืืจ ืœืคื ื™ ืฉืžืชื—ื™ืœื™ื.

ืื•ืฆืจ ืžื™ืœื™ื ืžืจื›ื–ื™ ื‘ืกืจื˜ื•ืŸ ื”ื–ื”

9 ื”ืžื™ืœื™ื ื”ืžืชืงื“ืžื•ืช ื‘ื™ื•ืชืจ ื‘ืกืจื˜ื•ืŸ, ืขื ื”ื”ื’ื™ื™ื” ื•ื”ืžืฉืžืขื•ืช ืฉืœื”ืŸ:

ืžื™ืœื”ื”ื’ื™ื™ื”ืžืฉืžืขื•ืช
furniture ืฉื ืขืฆื/หˆfษ.nษช.tอกสƒษš/ืจึธื”ึดื™ื˜
inconvenience ืฉื ืขืฆื/ษชnkษ™nหˆvinjษ™ns/ืื™ ื ื•ื—ื•ืช
warehouse ืฉื ืขืฆื/หˆwษ›ษ™(ษน)haสŠs/ืžึทื—ึฐืกึธืŸ
apologize ืคื•ืขืœ/ษ™หˆpษ‘lษ™หŒdอกส’aษชz/ื”ึดืชึฐื ึทืฆึตึผืœ
frustrate ืคื•ืขืœ/หˆfษนสŒsหŒtษนeษชt/ืชึดึผืกึฐื›ึตึผืœ
patience ืฉื ืขืฆื/หˆpeษชฬฏ.สƒษ™ns/ืกึทื‘ึฐืœึธื ื•ึผืช
destination ืฉื ืขืฆื/dษ›stษชหˆneษชสƒษ™n/ื™ึทืขึทื“
slide ืฉื ืขืฆื/หˆslaษชฬฏd/ืžึทื’ึฐืœึตืฉึธืื”
goodbye/ษกสŠdหˆbaษช/ืœึฐื”ึดืชึฐืจึธืื•ึนืช, ืฉึธืืœื•ึนื

ื“ืงื“ื•ืง ื‘ืกืจื˜ื•ืŸ ื”ื–ื”

ื”ืžื‘ื ื™ื ืฉื”ื“ื•ื‘ืจ ืžืฉืชืžืฉ ื‘ื”ื ื”ื›ื™ ื”ืจื‘ื”, ืขื ื”ืžื™ืœื™ื ื”ืžื“ื•ื™ืงื•ืช ืžื”ืกืจื˜ื•ืŸ:

ืžื‘ื ื”ื‘ืกืจื˜ื•ืŸ
ื”ื•ื•ื” ืžื•ืฉืœื (Present perfect) have/has + past participle โ€” ืคืขื•ืœื” ืฉืงืจืชื” ื‘ืขื‘ืจ ื•ืขื“ื™ื™ืŸ ื™ืฉ ืœื” ื—ืฉื™ื‘ื•ืช ืื• ื”ืฉืคืขื” ืขื›ืฉื™ื•has arrived ยท have been
ืกื‘ื™ืœ (Passive voice) be + past participle โ€” ื”ื“ื’ืฉ ื”ื•ื ืขืœ ืžื” ืฉืงื•ืจื”, ืœื ืขืœ ืžื™ ืฉืขื•ืฉื” ืืช ื”ืคืขื•ืœื”will be delivered ยท would be delivered
ืืคืฉืจื•ืช ืขื โ€œmight / mayโ€ might/may + verb โ€” ืžืฉื”ื• ืฉื™ื›ื•ืœ ืœืงืจื•ืช, ืืš ืœื ื‘ื˜ื•ื—may take ยท might arrive
ืขืชื™ื“ ืขื โ€œwillโ€ will + verb โ€” ื”ื—ืœื˜ื”, ื”ื‘ื˜ื—ื” ืื• ื ื™ื‘ื•ื™ ืœื’ื‘ื™ ื”ืขืชื™ื“i'll be ยท will be ยท i'll give

ื”ื’ื™ื™ื” ืฉืฉื•ื•ื” ืœืฉื™ื ืœื‘ ืืœื™ื”

ื”ื“ื•ื‘ืจ ืžืฉืชืžืฉ ื‘-11 ืงื™ืฆื•ืจื™ื ื•ืฆื•ืจื•ืช ืžืงื•ืฆืจื•ืช, ื›ืžื• I'm, don't, I'd. ืืžืจื• ืื•ืชื ื‘ืฆื•ืจื” ื”ืงืฆืจื”, ื›ืคื™ ืฉืืชื ืฉื•ืžืขื™ื ืื•ืชื.

  • ื”ืฆืœื™ืœื™ื ืฉืœ โ€œshโ€ ื•-โ€œzhโ€: patience /หˆpeษชฬฏ.สƒษ™ns/, destination /dษ›stษชหˆneษชสƒษ™n/
  • ืžื™ืœื™ื ืืจื•ื›ื•ืช โ€” ืฉื™ืžื• ืœื‘ ืœื”ื˜ืขืžื”: inconvenience /ษชnkษ™nหˆvinjษ™ns/, apologize /ษ™หˆpษ‘lษ™หŒdอกส’aษชz/, destination /dษ›stษชหˆneษชสƒษ™n/

ืฆืœื™ืœื™ื ืฉื“ื•ื‘ืจื™ ืขื‘ืจื™ืช ืžืชืงืฉื™ื ื‘ื”ื:

  • /r/ โ€” ื”ืœืฉื•ืŸ ืœื ื ื•ื’ืขืช ื‘ืฉื•ื ืžืงื•ื, ืœื ื”-โ€œืจโ€ ื”ื’ืจื•ื ื™ืช: warehouse /หˆwษ›ษ™(ษน)haสŠs/, frustrate /หˆfษนสŒsหŒtษนeษชt/, roleplay /หˆroสŠl.pleษช/, transit /หˆtษนรฆn.zษชt/
  • ืขื™ืฆื•ืจ ืงื•ืœื™ ื‘ืกื•ืฃ ืžื™ืœื” โ€” /b/, /d/, /g/, /z/, /v/ ื‘ืœื™ ืœื”ืคื•ืš ืื•ืชื ืœืื˜ื•ืžื™ื: apologize /ษ™หˆpษ‘lษ™หŒdอกส’aษชz/, slide /หˆslaษชฬฏd/

ืื™ืš ืœืชืจื’ืœ ืขื ื”ืกืจื˜ื•ืŸ ื”ื–ื”

  1. ื”ืงืฉื™ื‘ื• ืœื›ืœ ื”ืกืจื˜ื•ืŸ ืคืขื ืื—ืช ื‘ืœื™ ืœื“ื‘ืจ, ื•ืจืฉืžื• ืืช ื”ืžื™ืœื™ื ืฉืืชื ืœื ืžื›ื™ืจื™ื.
  2. ืชืจื’ืœื• Shadowing ืžืฉืคื˜ ืื—ืจ ืžืฉืคื˜ ื‘ืžื”ื™ืจื•ืช ืจื’ื™ืœื”, ื•ื—ื–ืจื• ืขืœ ื›ืœ ืžืฉืคื˜ ืขื“ ืฉื”ืงืฆื‘ ืฉืœื›ื ืชื•ืื ืืช ื”ื“ื•ื‘ืจ.
  3. ื”ืงืœื™ื˜ื• ืืช ืขืฆืžื›ื ื•ื”ืฉื•ื• ืœืžืงื•ืจ, ืชื•ืš ืชืฉื•ืžืช ืœื‘ ืœืžื™ืœื™ื ื›ืžื• furniture, inconvenience, warehouse.

ืžื”ื™ ื˜ื›ื ื™ืงืช ื”ืฉืื“ื•ืื™ื ื’?

ืฉืื“ื•ืื™ื ื’ ื”ื™ื ื˜ื›ื ื™ืงืช ืœืžื™ื“ืช ืฉืคื” ืžื‘ื•ืกืกืช ืžื“ืข ืฉืคื•ืชื—ื” ื‘ืžืงื•ืจ ืœื”ื›ืฉืจืช ืžืชื•ืจื’ืžื ื™ื ืžืงืฆื•ืขื™ื™ื ื•ืคื•ืคื•ืœืจื™ืช ืขืœ ื™ื“ื™ ื”ืคื•ืœื™ื’ืœื•ื˜ ื“"ืจ ืืœื›ืกื ื“ืจ ืืจื’ื•ืืœืก. ื”ืฉื™ื˜ื” ืคืฉื•ื˜ื” ืืš ืขื•ืฆืžืชื™ืช: ืืชื” ืžืงืฉื™ื‘ ืœืื•ื“ื™ื• ื‘ืื ื’ืœื™ืช ื™ืœื™ื“ื™ืช ื•ื—ื•ื–ืจ ืขืœื™ื• ื‘ืงื•ืœ ืจื ืžื™ื“ โ€” ื›ืžื• ืฆืœ ื”ืขื•ืงื‘ ืื—ืจื™ ื”ื“ื•ื‘ืจ ืขื ืขื™ื›ื•ื‘ ืฉืœ 1โ€“2 ืฉื ื™ื•ืช ื‘ืœื‘ื“. ื‘ื ื™ื’ื•ื“ ืœื”ืื–ื ื” ืคืกื™ื‘ื™ืช ืื• ืชืจื’ื™ืœื™ ื“ืงื“ื•ืง, ืฉืื“ื•ืื™ื ื’ ืžื›ืจื™ื— ืืช ื”ืžื•ื— ื•ื”ืฉืจื™ืจื™ื ื‘ืคื” ืœืขื‘ื“ ื•ืœืฉื—ื–ืจ ื“ืคื•ืกื™ ื“ื™ื‘ื•ืจ ืืžื™ืชื™ื™ื ื‘ื• ื–ืžื ื™ืช. ืžื—ืงืจื™ื ืžืจืื™ื ืฉื–ื” ืžืฉืคืจ ืžืฉืžืขื•ืชื™ืช ืืช ื“ื™ื•ืง ื”ื”ื’ื™ื™ื”, ื”ืื™ื ื˜ื•ื ืฆื™ื”, ื”ืงืฆื‘, ื”ื“ื™ื‘ื•ืจ ื”ืžื—ื•ื‘ืจ, ื”ื‘ื ืช ื”ืฉืžื™ืขื” ื•ืฉื˜ืฃ ื”ื“ื™ื‘ื•ืจ โ€” ืžื” ืฉื”ื•ืคืš ืื•ืชื• ืœืื—ืช ื”ืฉื™ื˜ื•ืช ื”ื™ืขื™ืœื•ืช ื‘ื™ื•ืชืจ ืœื”ื›ื ื” ืœIELTS Speaking ื•ืœืชืงืฉื•ืจืช ื‘ืื ื’ืœื™ืช ื‘ืขื•ืœื ื”ืืžื™ืชื™.

ื˜ื›ื ื™ืงืช Shadowing: ืงืจื ืืช ื”ืžื“ืจื™ืš ื”ืžืœื ืฉืœื‘ ืื—ืจ ืฉืœื‘ โ†’