Pratica di Shadowing: 36 English Phrases For Professional Customer Service (FREE PDF Guide) - Impara a parlare inglese con i video

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Hi everybody!
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In this lesson I'm going to show you 36 really great English phrases for professional customer service.
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The lesson is perfect for you if you work in a call center
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or if you ever need to deal with customers on the phone.
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And some of the most useful phrases you'll learn in this lesson will help you to deal with complaints and angry customers.
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But first we look at answering the call and greeting the customer.
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One of the simplest
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and most professional ways to answer the phone is to say
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hello followed by your company name this is followed by your
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name from customer service how can I help you today for
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example hello English for professionals this is Derek from customer service how can I help you today
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or hello thank you for calling English for professionals this is
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Derek from customer service speaking what can I help you with today
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Now we don't always get a positive response when we answer the call and greet the customer.
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Sometimes they have a problem that they want to tell us about.
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Here's what we can say.
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I'm very sorry to hear that.
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I'll do my best to resolve this for you now.
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Or I'm so sorry to hear that.
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If you could give me your name and order number, I'll start looking into this immediately. But what
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if you're not the right person to help the customer you may need to transfer them to a different person
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or department I understand I'm going to transfer you to our finance or sales
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or shipping department they'll be able to help you with this request matter issue please hold for a moment
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or I understand I'm going to put you through to our name of department
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so they can help resolve this issue is it okay
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if I put you on hold for a moment
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or I see let me transfer you to name of responsible person he
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or she is the right person to talk to
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and I'm sure he
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or she will be able to help you with this would you mind being on hold
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while I get in touch with him or her for you
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if you are the right person to help the customer you'll probably need to get some customer information from them.
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Absolutely.
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Could I please get your full name to check that order for you? Or, great.
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Could you please give me your customer or your account number?
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No problem.
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Do you happen to have the order number so I can bring it up?
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Do you happen to have is just slightly more friendly
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and polite than saying do you have
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and to bring something up means to bring it up on
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a screen in front of you I see could you please give me the account number listed on the invoice
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and you might also need to ask the customer for billing
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or credit card information could you please provide your current billing address or could you please verify your address.
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Could I please have your credit card number, CVV code and expiration date?
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The CVV code is a three -digit number that you should find on the back of your card.
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When dealing with customer requests or questions, we often need a few minutes to check or find other information.
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Here's what we can say in this situation.
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I see.
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I'm going to need a moment to check that for you.
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Can I put you on hold?
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Or I understand.
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Please give me a minute while I pull up that information.
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Would you mind being on hold while I do that?
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To pull up information is very similar to bring up.
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To pull it up on the screen in front of you.
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If we ask the customer to hold, it's very important to thank the customer for holding once we're back on the call with them.
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After checking the information it's very common to say the customer's
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name like a question to make sure they're still on the line then say thank you for holding i have
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that information for you now for example mr callan thank you for holding i have
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that information for you now
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or mr callan thank you for holding i'm sorry it took a little longer than expected
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or mr callan thank you for being so patient.
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I have all the details here now.
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And now it's time to move on to the unpleasant part.
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Dealing with problems, complaints, issues.
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And here's a tip for you.
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If there is a problem or issue of any kind, it doesn't matter whose fault it is, always show understanding for the customer's situation.
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And our first example is incorrect shipping address.
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It looks like your order was shipped to the wrong address.
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I'm very sorry about that.
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I'll correct that and organize a new order right now.
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It will leave our warehouse today and should arrive within and then give the time period.
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Example two, the delivery never arrives.
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I'm so sorry to hear that and then use the customer name.
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Let me bring up your order so we can see what happened and make sure that delivery arrives this time.
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Example 3, missing items.
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I'm so sorry about this mix -up.
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I will correct the order and get the missing items to you as soon as possible.
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Example 4, faulty products.
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I'm very sorry about the inconvenience.
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I know this is frustrating.
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I'll contact my supervisor immediately to see how we can resolve this for you.
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Is it okay if I call you back within the next and then say the number?
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Hours?
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Sometimes when there's an issue or a problem, customers can get quite angry or impatient.
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It's important to stay professional and calm and again to show understanding.
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I can appreciate how frustrating this must be.
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Let me contact my manager and get this resolved for you right now.
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Or I'm very sorry for the inconvenience.
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I know this isn't ideal.
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I'm going to look into this immediately and find out what went wrong and how we can put it right for you.
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Or, I know this is extremely inconvenient and I appreciate your patience.
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I'll make sure we resolve this for you today.
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Or, I'm going to do everything I can to get this resolved as soon as possible.
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And one more example, I totally understand.
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I would feel the same way.
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Please give me a moment to look into this and find the right solution for you.
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But what if we can't fully resolve the issue for the customer on that call?
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What do we say?
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Sorry and then use the customer's name.
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Can I check this with my manager and get back to you in the next hour? Or customer name.
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I'm afraid I'll need more time to look into this properly for you.
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Would you mind if I call you back in the afternoon
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when I found the right solution or the right option for you
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and here are some different ways to close the call thanks
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again for your call do you have any other questions
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or well I'm glad I could help you resolve this issue
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is there anything else I can help you with today
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or please feel free to get back in touch
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if there's anything else I can do for you great well thank you very much for calling
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and have a great day a great evening
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or a great weekend great thanks again
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and have a nice day I hope you liked this lesson
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and found it useful if you did give it a thumbs up and watch one of these next

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Vocabolario e note di pronuncia per questa lezione

Questa lezione di conversazione di livello B2 si basa sul video “36 English Phrases For Professional Customer Service”. Le parole che ritornano più spesso: customer, issue, example, resolve, hold. Questo video contiene 114 frasi e 1284 parole da ripetere con lo shadowing. Il parlato dura 8:11. Chi parla ha un ritmo naturale di circa 157 parole al minuto, vicino a una conversazione quotidiana. Il 89% delle parole rientra nelle 3.000 più comuni dell’inglese, quindi il lessico è facile da seguire.

Vocaboli chiave di questo video

Le 15 parole più avanzate del video, con pronuncia e significato:

ParolaPronunciaSignificato
resolve verbo/ɹɪˈzɑlv/risolvere, accordarsi
inconvenience sostantivo/ɪnkənˈvinjəns/disagio, inconveniente
greet verbo/ɡɹiːt/accogliere
expiration sostantivo/ˌɛk.spɚˈeɪ̯.ʃən/respirazione
inconvenient aggettivo/ˌɪn.kənˈviːni.ənt/sconveniente
invoice sostantivo/ˈɪnˌvɔɪs/fattura
impatient aggettivo/ɪmˈpeɪʃənt/impaziente
faulty aggettivo/ˈfɔlti/difettoso, imperfetto
digit sostantivo/ˈdɪd͡ʒɪt/cifra
unpleasant aggettivo/ʌnˈplɛzn̩t/spiacevole, sgradevole
polite aggettivo/pəˈlaɪt/cortese, educato
incorrect aggettivo/ˌɪn.kəˈɹɛkt/errato, scorretto
supervisor sostantivo/ˈsupɚˌvaɪzɚ/supervisore
organize verbo/ˈɔɹɡənaɪz/organizzare
thumb sostantivo/ˈθʌm/pollice, dito grosso

I phrasal verb che sentirai

ParolaSignificato
bring up verbomenzionare, nominare
find out verboscoprire

Frasi da ripetere

Frasi brevi e complete del video che puoi riutilizzare nella conversazione di tutti i giorni:

  • Here's what we can say.
  • I'm very sorry to hear that.
  • Could you please give me your customer or your account number?
  • Here's what we can say in this situation.
  • Can I put you on hold?

Pronuncia a cui fare attenzione

Chi parla usa 33 contrazioni e forme ridotte, come I'm, I'll, you'll. Pronunciale nella forma breve, così come le senti.

  • I suoni “sh” e “zh”: expiration /ˌɛk.spɚˈeɪ̯.ʃən/, impatient /ɪmˈpeɪʃənt/, patience /ˈpeɪ̯.ʃəns/
  • Parole lunghe — attenzione all’accento: inconvenience /ɪnkənˈvinjəns/, expiration /ˌɛk.spɚˈeɪ̯.ʃən/, inconvenient /ˌɪn.kənˈviːni.ənt/, supervisor /ˈsupɚˌvaɪzɚ/

I suoni difficili per chi parla italiano:

  • Consonante finale — senza aggiungere una vocale dopo: resolve /ɹɪˈzɑlv/, frustrate /ˈfɹʌsˌtɹeɪt/, inconvenience /ɪnkənˈvinjəns/, greet /ɡɹiːt/, inconvenient /ˌɪn.kənˈviːni.ənt/

Come esercitarsi con questo video

  1. Ascolta tutto il video una volta senza parlare e annota le parole che non conosci.
  2. Inizia a velocità 0,75×, fai shadowing frase per frase e torna alla velocità normale quando diventa facile.
  3. Registrati e confronta con l’originale, facendo attenzione a parole come resolve, inconvenience, greet.

Cos'è la tecnica dello Shadowing?

Shadowing è una tecnica di apprendimento delle lingue supportata da studi scientifici, originariamente sviluppata per la formazione dei traduttori professionisti e resa popolare dal poliglotta Dr. Alexander Arguelles. Il metodo è semplice ma potente: ascolti un audio in inglese di madrelingua e lo ripeti immediatamente ad alta voce — come un'ombra che segue il parlante con un ritardo di solo 1–2 secondi. A differenza dell'ascolto passivo o degli esercizi di grammatica, lo shadowing costringe il tuo cervello e i muscoli della bocca a elaborare e riprodurre simultaneamente i modelli di discorso reale. La ricerca dimostra che migliora significativamente la precisione della pronuncia, l'intonazione, il ritmo, il discorso connesso, la comprensione dell'ascolto e la fluidità del parlato — rendendolo uno dei metodi più efficaci per la preparazione alla prova di speaking dell'IELTS e per la comunicazione reale in inglese.

Tecnica dello shadowing: leggi la guida completa passo dopo passo →