Pratica di Shadowing: Angry Customer Demands Refund | Call Center Role Play - Impara a parlare inglese con i video
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66 frasi
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1
Angry customer demands refund.
2
Call center role play.
3
Call center agent and customer.
4
Thank you for calling Everline Services.
5
My name is Brian.
6
How may I assist you today?
7
Yes, hello.
8
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.
35
To speed things up, I'm marking this case as urgent and have noted that this is a repeat issue on your account.
36
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?
41
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.
50
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.
56
Just make sure I actually get the money back.
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Like I said, I really need the money this week.
58
Absolutely.
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I've taken care of it, and I'll keep an eye on your case personally.
60
Thank you again for your patience, and I apologize once more for the inconvenience.
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We truly appreciate your business.
62
Yeah, yeah, save it for the next person.
63
At least you seem to have tried, but your company is really awful.
64
I appreciate your feedback, ma'am.
65
Goodbye.
66
Remember to watch our other roleplay videos.
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Vocabolario e note di pronuncia per questa lezione
Questa lezione di conversazione di livello B1 si basa sul video “Angry Customer Demands Refund”. Le parole che ritornano più spesso: customer, refund, account, issue, inconvenience. Questo video contiene 66 frasi e 609 parole da ripetere con lo shadowing. Il parlato dura 3:41. Chi parla ha un ritmo naturale di circa 165 parole al minuto, vicino a una conversazione quotidiana. Il 84% delle parole rientra nelle 3.000 più comuni dell’inglese; conviene studiare le altre prima di iniziare.
Vocaboli chiave di questo video
Le 15 parole più avanzate del video, con pronuncia e significato:
| Parola | Pronuncia | Significato |
|---|---|---|
| refund sostantivo | /ɹɪˈfʌnd/ | rimborso |
| inconvenience sostantivo | /ɪnkənˈvinjəns/ | disagio, inconveniente |
| apologize verbo | /əˈpɑləˌd͡ʒaɪz/ | scusarsi |
| checkout sostantivo | /ˈt͡ʃɛkˌaʊt/ | check-out |
| smoothly avverbio | /ˈsmuːðli/ | facilmente, agevolmente |
| digit sostantivo | /ˈdɪd͡ʒɪt/ | cifra |
| subscription sostantivo | /səbˈskɹɪpʃən/ | abbonamento |
| confirmation sostantivo | /ˌkɑn.fəɹˈmeɪ.ʃən/ | conferma |
| urgent aggettivo | /ˈɜː.d͡ʒənt/ | urgente |
| resolve verbo | /ɹɪˈzɑlv/ | risolvere, accordarsi |
| patience sostantivo | /ˈpeɪ̯.ʃəns/ | pazienza |
| depend verbo | /dɪˈpɛnd/ | dipendere |
| identical aggettivo | /ɪˈdɛntɪkl̩/ | identico |
| goodbye | /ɡʊdˈbaɪ/ | arrivederci, addio |
| feedback sostantivo | /ˈfiːdˌbæk/ | valutazione, riscontro |
La grammatica di questo video
Le strutture che chi parla usa di più, con le parole esatte del video:
| Struttura | Nel video |
|---|---|
| Present perfect have/has + participio passato — un’azione passata che conta ancora adesso | We've already started · I've had · have noted |
| Forma passiva be + participio passato — conta ciò che accade, non chi lo fa | was just charged · was forced · is resolved |
| Futuro con “will” will + verbo — una decisione, una promessa o una previsione | I'll begin · will take · will typically reflect |
| Present continuous am/is/are + -ing — qualcosa che succede adesso o in questo periodo | I'm marking · I'm warning · I'm also creating |
Pronuncia a cui fare attenzione
Chi parla usa 17 contrazioni e forme ridotte, come I'm, I'll, I've. Pronunciale nella forma breve, così come le senti.
- I suoni “sh” e “zh”: subscription /səbˈskɹɪpʃən/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, patience /ˈpeɪ̯.ʃəns/
- Parole lunghe — attenzione all’accento: inconvenience /ɪnkənˈvinjəns/, apologize /əˈpɑləˌd͡ʒaɪz/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/
I suoni difficili per chi parla italiano:
- Consonante finale — senza aggiungere una vocale dopo: refund /ɹɪˈfʌnd/, inconvenience /ɪnkənˈvinjəns/, frustrate /ˈfɹʌsˌtɹeɪt/, apologize /əˈpɑləˌd͡ʒaɪz/, escalate /ˈɛs.kə.leɪt/
Come esercitarsi con questo video
- Ascolta tutto il video una volta senza parlare e annota le parole che non conosci.
- Inizia a velocità 0,75×, fai shadowing frase per frase e torna alla velocità normale quando diventa facile.
- Registrati e confronta con l’originale, facendo attenzione a parole come refund, inconvenience, apologize.
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.