Pratica di Shadowing: How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice) - Impara a parlare inglese con YouTube
A2
Hello everyone, and welcome back to Chill Talk English.
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1
Hello everyone, and welcome back to Chill Talk English.
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Hi friends, today is a super useful episode for real life.
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Yes, today we practice English for calling customer service.
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That means you call a company and ask for help, like for an order, your internet, your app, your bill, all that stuff.
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And I have to say, I am not a brave caller.
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Henry is the kind of person who writes a message, then deletes it, then thinks about it for two days.
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That is true.
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But we will make it easy.
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Short sentences, simple words, clear questions.
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And we will do many, many conversations.
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You can listen, then repeat.
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Shadowing is great for speaking.
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One more thing.
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We will use polite, calm English, even if you feel upset.
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Because polite English gets better results, and it keeps your day peaceful.
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Okay, let's start.
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Conversation 1.
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An order is late.
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I'll be the support agent first.
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You call me.
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Good morning.
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I need help with an order.
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Good morning.
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Thank you for calling Brightline Support.
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This is Emma.
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How can I help you today?
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I bought a smartwatch last week, but it has not arrived.
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I'm sorry about that.
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Can you tell me your order number, please?
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Yes, it is BL20419.
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Thank you.
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Let me check that for you.
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Okay.
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I see your package left our warehouse on Friday.
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The delivery company may have a delay.
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Oh, I see.
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I will contact the delivery company and email you an update today.
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Thank you.
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You're welcome.
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Is there anything else I can do for you?
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No, that's all.
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Thanks.
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Key line, it has not arrived.
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And, can you tell me your order number?
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Very common.
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Conversation 2.
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Checking an account balance Now you are the agent, Henry.
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Be confident.
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I will try.
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Hello.
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Thank you for calling Brightline Support.
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This is Henry speaking.
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Hi.
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I'd like to check my account balance.
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Sure.
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Can you share your account number, please?
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Yes.
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It's 771093.
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Thank you.
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For safety, can you tell me the email on your account?
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Yes, it's emma.learns at mail.com.
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Great.
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One moment, please.
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Beep.
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Your balance is 320 USD.
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Thanks.
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Can I also see my recent payments?
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Yes.
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Your last payment was on July 8th for 25 USD for a monthly plan.
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Perfect.
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That's all.
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Happy to help.
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Have a nice day.
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Key line, for safety or for security.
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And, one moment please, it sounds polite.
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Conversation 3, putting someone on hold.
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This one is super real.
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The agent needs time.
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Hi, my home internet keeps disconnecting.
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I'm sorry to hear that.
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I can help.
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First, I need to check your account.
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Can I put you on hold for a moment?
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Yes, that's fine.
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Thank you.
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Beep.
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Thanks for waiting.
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I see a problem with your connection settings.
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I can refresh your connection now.
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It may take two or three minutes.
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Is now a good time?
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Yes, please do it now.
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Great.
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Please stay on the line.
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Beep.
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Okay, I refreshed it.
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Please restart your router and test the Internet.
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All right, I'm restarting it now.
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No problem.
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I'm here.
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Key line.
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Can I put you on hold for a moment?
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Also, thanks for waiting.
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Nice and friendly.
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Conversation 4.
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Transferring a call Sometimes you need the billing team.
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Hello.
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I think there is a problem with my bill.
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I understand.
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The billing team can help you best.
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Can I transfer your call?
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Yes, please.
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Thank you.
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I'm transferring you now.
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Hello?
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Hi, this is Emma from Billing.
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How can I help?
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Hi, my bill looks higher than usual.
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I can check.
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Can you tell me your account number and invoice number?
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Account number 77093, invoice number INV55021.
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Thank you.
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I see the reason.
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There is a small unpaid amount from last month, so this month is higher.
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Oh, I didn't notice that.
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That's okay.
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We can offer a simple payment plan.
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Would you like to hear the options?
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Yes, please.
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Keyline.
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Can I transfer your call?
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And higher than usual.
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Great phrase.
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Conversation 5.
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Asking for tracking information.
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Many learners want the words tracking number.
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Hello.
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I want to check the status of my delivery.
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Sure.
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Can you give me your order number?
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Yes.
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It is BL20988.
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Thanks.
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Beat.
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Your package shipped on August 2nd.
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It should arrive in 3 to 5 business days.
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Can I get the tracking number?
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Of course.
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Your tracking number is DL88301149.
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You can track it on our website.
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Great.
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Thank you for your help.
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You're welcome.
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Conversation 6.
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A product arrives damaged.
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This needs empathy.
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Hi.
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My blender arrived, but it is cracked.
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I'm really sorry to hear that.
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I understand that's frustrating.
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Yeah, I needed it for this week.
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We will fix this.
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I can send a replacement quickly.
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Can you send us a photo of the damage?
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Yes, I can do that.
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Thank you.
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When we get the photo, we will start the replacement right away.
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Okay, thanks.
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Again, I'm sorry for the trouble.
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Key line.
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I understand that's frustrating.
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It sounds human, not robotic.
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Conversation 7.
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Handling a complaint.
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Let's practice calm but serious English.
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Hello, I'm not happy with your service.
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I'm sorry you feel that way.
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Please tell me what happened.
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I contacted support twice, but my problem is still not fixed.
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I understand.
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Thank you for telling me.
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I will escalate this to a supervisor.
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What does escalate mean?
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It means we send it to a higher level, a more experienced person.
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Okay.
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A supervisor will call you within three hours with an update.
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All right.
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I hope it gets better.
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It will, and I appreciate your feedback.
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Conversation 8.
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App login problem.
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Password problems are so common.
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Hi.
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I cannot log in to my app.
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I'm sorry about that.
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What happens when you try?
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I enter my password, but it says it is wrong.
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No worries.
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Let's reset your password.
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What email did you use to sign up?
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I used henry.study at mail.com.
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Thanks.
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I sent a password reset email.
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Please check your inbox.
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Also, check your spam folder.
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Okay, I will.
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If it still doesn't work, contact us again and we'll help.
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Key line.
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What happens when you try?
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Great question for details.
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Conversation 9.
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Changing a shipping address.
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This one has a confirming line.
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Hello, I need to change my shipping address for my order.
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Sure.
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You want to update the shipping address, right?
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Yes, that's right.
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Please tell me the new address.
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88 River Road, Apartment 5B, Lakeside City.
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Thank you.
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I updated it to 88 River Road, Apartment 5B, Lakeside City.
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Perfect.
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Anything else I can help with?
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No, thank you.
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Key line.
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You want to write?
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It checks understanding.
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Conversation 10.
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Slow Internet.
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Offering solutions.
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We give steps one by one.
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Hi.
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My Internet is very slow today.
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I can help you troubleshoot.
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Are you free to try a few steps now?
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Yes, I have time.
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First, please restart your router.
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Then test your speed again.
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Okay.
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If it is still slow, we can schedule a technician visit.
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That sounds good.
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I'll restart the router now.
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Great.
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Tell me how it goes.
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Conversation 11.
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Checking a refund.
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Refund English is important.
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Hello.
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I want to check my refund status.
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Sure.
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Can I have your order number?
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Yes.
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BL199007.
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Thank you.
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Beep.
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I see your refund was processed on Monday.
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It should return to your original payment method within three to five business days.
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Did you send a confirmation email?
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Yes.
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Please check your inbox and spam folder.
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If you don't see it, I can resend it.
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Okay, thanks.
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You're welcome.
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Conversation 12.
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Phone won't turn on.
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Simple tech support words.
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Hi, my new phone will not turn on.
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I'm sorry about that.
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What model is it?
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It's the Sky Phone Mini.
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Thanks.
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When you press the power button, what do you see?
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The screen stays black.
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Nothing happens.
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Let's try a hard restart.
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Press and hold the power button and the volume down button for 10 seconds.
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Okay, I'm doing it now.
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Great.
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Oh, I see the logo now.
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Perfect.
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That means the phone is restarting.
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If the problem comes back, tell us and we will check it again.
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Thank you, Emma.
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Happy to help.
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Conversation 13.
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Updating account information.
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Like changing an email address.
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Hello, I need to change my email on my account.
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Sure, can you tell me your account number?
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It's 771093.
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Thank you.
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For security, can you confirm your phone number on the account?
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Yes, it is 5550184.
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Great, what is your new email address?
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Henry.new at mail.com Done.
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I updated it to Henry.new at mail.com Great.
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Thank you.
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You're welcome.
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Conversation 14.
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Product Recommendation Let's help someone choose a laptop.
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New details, new prices.
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Hello.
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I want to buy a laptop, but I'm not sure which one is best.
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No problem.
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What will you use it for?
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Mostly office work.
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Sometimes I edit photos and short videos.
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In that case, I recommend the BrightBook Plus.
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It is fast and good for multitasking.
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What if I want something light to carry?
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Then the BrightBook Air is a good option.
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It is smaller and lighter.
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What are the price ranges?
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Bright Book Plus is usually $1,050 to $1,300 USD.
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Bright Book Air is usually $750 to $950 USD.
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Okay, that helps a lot.
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Great.
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Take your time and choose what fits your life.
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Conversation 15.
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Canceling an order.
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People worry about this.
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We keep it calm.
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Hi, I need to cancel an order I made today.
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I can help.
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What is your order number?
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BL-21-201 Thank you.
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Just a moment.
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Good news.
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It has not shipped yet, so I can cancel it now.
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Great.
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What about the refund?
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The refund will go back to your original payment method within 3 to 5 business days.
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Perfect.
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Thanks.
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You're welcome.
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Conversation 16.
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After sales service, TV problem.
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Now we schedule a technician.
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Hello.
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My TV has sound, but the screen is black.
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I'm sorry to hear that.
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What model is your TV?
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It's the ViewMax 50.
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Thank you.
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We may need to send a technician to check it.
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What day works for you?
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Saturday morning is good.
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Great.
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I scheduled a visit for Saturday morning.
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You will get a confirmation message soon.
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Thank you.
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Of course.
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Conversation 17.
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Order status update.
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When people are excited, they ask a lot.
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Hi.
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Can I get an update on my order?
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Sure.
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What is your order number?
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BL 21055.
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Thanks.
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Your order is being prepared now.
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It is expected to ship tomorrow.
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Will I get a tracking number?
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Yes, we will email it as soon as it ships.
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Great.
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Anything else today?
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No, that's it.
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Conversation 18.
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Replacing a product with a quality problem.
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Like headphones with one side not working, but we'll change the details.
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Hello, I bought wireless earbuds but the left earbud has no sound.
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I'm sorry about that.
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I can help you replace them.
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Can you tell me your order number and purchase date?
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Order number BL20031.
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Purchase date was July 3rd.
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Thank you.
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Okay, I created a replacement request.
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We will send a new pair within three to five business days.
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Do I need to send the old pair back?
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Yes, we will email you a return label with simple instructions.
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Okay, thanks.
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You're welcome.
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Conversation 19.
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Payment failed at checkout.
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This happens to everyone, even me.
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Hi, I can't complete my payment online.
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I'm sorry to hear that.
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What message do you see?
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It says, payment failed, try again.
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Okay, first please check your card details and available balance.
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I checked.
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Everything looks correct.
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Thanks for checking.
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Please try clearing your browser cache or use a different browser.
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Okay.
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If it still fails, we can also offer another payment method, like a bank transfer link.
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Great.
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I'll try a different browser first.
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Sounds good.
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Conversation 20.
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Laptop can't connect to Wi-Fi.
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We give step-by-step instructions.
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Hello, my laptop will not connect to Wi-Fi.
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I'm sorry about that.
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What model is it?
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It's a Bright Book Air.
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Thank you.
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What happens when you try to connect?
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It says, can't connect to this network.
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Okay.
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First, please restart the laptop.
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Then try again.
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I restarted it, but it still doesn't work.
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Thanks.
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Next, please reset your network settings.
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Go to Settings, then Network, then find Network Reset.
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Okay.
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I'm doing it now.
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Beat.
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Great.
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After the reset, restart one more time.
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Okay.
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Now it connects.
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Wonderful.
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I'm glad it worked.
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Me too.
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Thank you.
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Conversation 21.
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Asking for product information.
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New smartphone.
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Beginner-friendly specs.
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Not too many hard words.
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Hi.
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I want to know about your newest phone.
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Sure.
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Our newest model is the Sky Phone Pro.
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It is fast and the battery lasts a long time.
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What is the screen size?
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It has a 6.6-inch display with bright colors.
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How much memory does it have?
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It comes with 8GB or 12GB of memory.
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Storage options are 128GB and 256GB.
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What colors can I choose?
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Black, white, and green.
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Nice.
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Thanks.
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You're welcome.
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Conversation 22.
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Extending a warranty.
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Very practical for expensive items.
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Hello, I want to extend the warranty on my laptop.
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Sure.
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What model is it and when did you buy it?
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Brightbook Plus.
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I bought it last September.
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Thank you.
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Beat.
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Your warranty ends next month.
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You can extend it for one year for $95 USD or two years for $170 USD.
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I want the two-year option.
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Great.
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I added the two-year extended warranty.
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You will receive a confirmation email today.
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Perfect.
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Anything else?
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Conversation 23.
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Leaving feedback.
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Feedback can be kind and honest.
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Hi.
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I want to leave feedback about your service.
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Thank you.
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We appreciate that.
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What would you like to share?
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Your team is friendly, but your website is a little confusing.
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I can't find simple help pages fast.
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Thank you for the clear feedback.
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I will share it with our website team.
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Great.
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And thank you for taking the time to tell us.
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Conversation 24.
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Following up on an old issue.
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When there is no answer yet.
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Hello, I reported an issue last week, but I did not get a reply.
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I'm sorry about the delay.
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Do you have a case number?
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Yes, case number C90814.
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Thank you.
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I see your case is with our technical team now.
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I will message them and get back to you today.
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Okay, I really hope it is fixed soon.
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I understand.
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Thank you for your patience.
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Conversation 25.
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Subscribing to a new service.
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Ending on something positive.
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Hello.
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I want to subscribe to your cloud storage service.
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Great.
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We have a few plans.
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How much storage do you need?
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Around 1 terabyte.
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Our premium plan has 2 terabytes for $9.99 USD per month.
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It includes automatic backup and sync on multiple devices.
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That sounds good.
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Please sign me up.
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Done.
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You will get a confirmation email in a few minutes.
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Thank you.
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You're welcome.
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Okay, we did a lot today.
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In a good way.
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You did great, Henry.
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Thank you.
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I feel like I can call customer service now.
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Maybe.
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And you listeners can take these conversations and practice them again.
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Repeat each line.
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Copy the rhythm.
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Also, try changing the details.
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Change the product.
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Change the dates.
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Change the numbers.
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Keep the same English.
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Yes, that is real speaking practice.
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Thanks for listening to Chill Talk English.
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See you next time.
529
Bye!
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Informazioni su questa lezione
In questo video, esploreremo come chiamare il servizio clienti in inglese. Questa lezione è ideale per gli studenti di livello A1-A2 che desiderano migliorare la loro fluenza in inglese attraverso situazioni di vita reale. Praticheremo vocabolario utile relativo a richieste di assistenza per ordini, problemi con internet, e controllo del saldo dell'account. Utilizzeremo frasi semplici e chiari schemi grammaticali, imparando a formulare domande e risposte brevi. La tecnica di shadowing ci aiuterà a migliorare la pronuncia e la comprensione, con una particolare attenzione a mantenere un tono cortese e calmo, anche in situazioni stressanti.
Vocabolario e frasi chiave
- Can you tell me your order number? – Puoi dirmi il tuo numero d'ordine? Utilizzata per identificare un ordine specifico durante una chiamata.
- Thank you for calling support. – Grazie per aver chiamato il supporto. Frase di cortesia da usare all'inizio della conversazione.
- I need help with an order. – Ho bisogno di aiuto con un ordine. Frase utile per iniziare una chiamata al servizio clienti.
- Can I put you on hold? – Posso metterti in attesa? Usata quando l'agente ha bisogno di qualche momento per controllare le informazioni.
- Your balance is... – Il tuo saldo è... Usata durante la verifica del saldo di un account.
- Please restart your router. – Ti prego di riavviare il router. Istruzione comune per risolvere problemi di connessione internet.
Consigli pratici per questo video
Quando pratichi con questo video, ti consiglio di ascoltare attentamente il ritmo e la velocità di parola. Gli agenti usano un linguaggio semplice e chiaro, perfetto per la pratica di conversazione in inglese. Dedica del tempo a ripetere ogni frase dopo averla ascoltata, cercando di imitare l'accento e il tono. Fai attenzione alla pronuncia delle frasi chiave e cerca di applicare la tecnica di shadowing, che ti permetterà di esercitare la tua pronuncia e ascolto simultaneamente. Non preoccuparti se non capisci tutto al primo tentativo; il miglioramento nella fluenza in inglese richiede pratica e pazienza. Inoltre, ricorda che mantenere un tono cortese è fondamentale durante queste interazioni; questo non solo ti aiuterà nel raggiungimento dei tuoi obiettivi, ma renderà anche le tue conversazioni più piacevoli.
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.
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