シャドーイング練習: How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice) - YouTubeで英語スピーキングを学ぶ
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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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2
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 2 days.
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That is true but we will make it easy.
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Short sentences, simple words, clear questions and we will do many many conversations.
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You can listen then repeat. Shadowing is great for speaking. One more thing, we will use polite, calm English even if you feel upset because polite English gets better results and it keeps your day peaceful.
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Okay, let's start. Conversation one. An order is late.
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I'll be the support agent first. You call me.
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Good morning. I need help with an order.
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Good morning. Thank you for calling Bright Line Support. This is Emma. 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. Can you tell me your order number, please?
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Yes, it is BL2020419.
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Thank you. Let me check that for you.
1:39.36 – 1:41.60 (2.2s)
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Okay. I see your package left our warehouse on Friday. The delivery company may have a delay.
1:42.40 – 1:49.60 (7.2s)
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Oh, I see. 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. Is there anything else I can do for you?
1:57.68 – 2:00.56 (2.9s)
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No, that's all. 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 two, checking an account balance.
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Now you are the agent, Henry. Be confident.
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I will try. Hello, thank you for calling Bright Line Support. This is Henry speaking.
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Hi, I'd like to check my account balance.
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Sure. Can you share your account number, please?
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Yes, it's 771093.
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Thank you. For safety, can you tell me the email on your account?
2:38.24 – 2:42.16 (3.9s)
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Yes, it's [email protected].
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Great. One moment, please. Beep. Your balance is 320 USD.
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Thanks. Can I also see my recent payments?
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Yes. Your last payment was on July 8th for 25 USD for a monthly plan.
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Perfect. That's all.
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Happy to help. 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. Conversation three. putting someone on hold.
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This one is super real. The agent needs time.
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42
Hi, my home internet keeps disconnecting.
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I'm sorry to hear that. I can help.
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First, I need to check your account. Can I put you on hold for a moment?
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Yes, that's fine.
3:36.16 – 3:36.88 (0.7s)
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Thank you. Be thanks for waiting. I see a problem with your connection settings.
3:37.68 – 3:43.36 (5.7s)
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I can refresh your connection now. It may take two or 3 minutes. Is now a good time?
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Yes, please do it now.
3:50.80 – 3:52.00 (1.2s)
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Great. Please stay on the line. Beep.
3:52.80 – 3:55.36 (2.6s)
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Okay, I refreshed it. Please restart your router and test the internet.
3:56.16 – 4:01.04 (4.9s)
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All right, I'm restarting it now.
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No problem. I'm here.
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Key line, can I put you on hold for a moment?
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Also, thanks for waiting. Nice and friendly.
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Conversation four, transferring a call.
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Sometimes you need the billing team.
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Hello. I think there is a problem with my bill.
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I understand. The billing team can help you best. Can I transfer your call?
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Yes, please.
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Thank you. I'm transferring you now.
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Beat. Hello.
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Hi, this is Emma from billing. How can I help?
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Hi, my bill looks higher than usual. I can check. Can you tell me your account number and invoice number?
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Account number 71093.
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Invoice number INV55021.
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Thank you. Beat. I see the reason. There is a small unpaid amount from last month. So this month is higher.
5:03.52 – 5:12.96 (9.4s)
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Oh, I didn't notice that. 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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Key line, can I transfer your call?
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And higher than usual. Great phrase.
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73
Conversation five, asking for tracking information.
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Many learners want the words tracking number.
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Hello. I want to check the status of my delivery. Sure. Can you give me your order number?
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76
Yes, it is BL2020988.
5:49.04 – 5:53.48 (4.4s)
77
Thanks, Beat. Your package shipped on August 2nd. It should arrive in 3 to 5 business days.
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78
Can I get the tracking number?
6:04.48 – 6:06.00 (1.5s)
79
Of course. Your tracking number is DL88301149.
6:06.80 – 6:12.60 (5.8s)
80
You can track it on our website.
6:14.88 – 6:16.80 (1.9s)
81
Great. Thank you for your help.
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82
You're welcome.
6:20.24 – 6:20.96 (0.7s)
83
Conversation six. A product arrives damaged.
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84
This needs empathy.
6:26.56 – 6:27.92 (1.4s)
85
Hi, my blender arrived, but it is cracked.
6:28.72 – 6:32.08 (3.4s)
86
I'm really sorry to hear that. I understand that's frustrating.
6:32.88 – 6:37.20 (4.3s)
87
Yeah, I needed it for this week.
6:38.00 – 6:40.08 (2.1s)
88
We will fix this. I can send a replacement quickly. Can you send us a photo of the damage?
6:40.88 – 6:47.76 (6.9s)
89
Yes, I can do that.
6:48.56 – 6:49.76 (1.2s)
90
Thank you. When we get the photo, we will start the replacement right away.
6:50.56 – 6:55.68 (5.1s)
91
Okay. Thanks again. I'm sorry for the trouble. Key line. I understand that's frustrating.
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92
It sounds human, not robotic.
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93
Conversation seven. handling a complaint. Let's practice calm but serious English. Hello, I'm not happy with your service.
7:08.32 – 7:19.68 (11.4s)
94
I'm sorry you feel that way. Please tell me what happened.
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95
I contacted support twice, but my problem is still not fixed.
7:25.12 – 7:30.48 (5.4s)
96
I understand. Thank you for telling me.
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97
I will escalate this to a supervisor.
7:34.32 – 7:37.04 (2.7s)
98
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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100
Okay. A supervisor will call you within 3 hours with an update.
7:46.80 – 7:52.48 (5.7s)
101
All right. I hope it gets better.
7:53.28 – 7:55.20 (1.9s)
102
It will, and I appreciate your feedback.
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103
Conversation eight, app login problem.
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104
Password problems are so common.
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105
Hi, I cannot log in to my app.
8:07.28 – 8:10.00 (2.7s)
106
I'm sorry about that. What happens when you try?
8:10.80 – 8:14.08 (3.3s)
107
I enter my password, but it says it is wrong.
8:14.88 – 8:18.32 (3.4s)
108
No worries. Let's reset your password.
8:19.12 – 8:21.92 (2.8s)
109
What email did you use to sign up?
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110
I used [email protected].
8:25.92 – 8:29.80 (3.9s)
111
Thanks. I sent a password reset email.
8:30.88 – 8:34.16 (3.3s)
112
Please check your inbox. Also, check your spam folder.
8:34.96 – 8:39.20 (4.2s)
113
Okay, I will.
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114
If it still doesn't work, contact us again and we'll help.
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115
Key line. What happens when you try?
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116
Great question for details.
8:50.56 – 8:52.72 (2.2s)
117
Conversation nine, changing a shipping address.
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118
This one has a confirming line.
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119
Hello. I need to change my shipping address for my order.
9:01.28 – 9:05.36 (4.1s)
120
Sure. You want to update the shipping address, right?
9:06.16 – 9:10.16 (4.0s)
121
Yes, that's right.
9:10.96 – 9:12.00 (1.0s)
122
Please tell me the new address.
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123
88 River Road, apartment 5B, Lakeside City.
9:15.76 – 9:20.88 (5.1s)
124
Thank you. I updated it to 88 River Road, apartment 5B, Lakeside City.
9:21.68 – 9:29.68 (8.0s)
125
Perfect. Anything else I can help with?
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126
No, thank you.
9:34.16 – 9:35.04 (0.9s)
127
Key line. You want to write?
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128
It checks understanding.
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129
Conversation 10. Slow internet. Offering solutions.
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130
We give steps one by one.
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131
Hi, my internet is very slow today.
9:50.08 – 9:53.04 (3.0s)
132
I can help you troubleshoot. Are you free to try a few steps now? Yes, I have time.
9:53.84 – 9:59.68 (5.8s)
133
First, please restart your router, then test your speed again.
10:00.48 – 10:04.64 (4.2s)
134
Okay. If it is still slow, we can schedule a technician visit.
10:05.44 – 10:09.60 (4.2s)
135
That sounds good. I'll restart the router now.
10:10.40 – 10:13.44 (3.0s)
136
Great. Tell me how it goes.
10:14.24 – 10:15.92 (1.7s)
137
Conversation 11. Checking a refund.
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138
Refund English is important.
10:20.72 – 10:22.40 (1.7s)
139
Hello. I want to check my refund status.
10:23.20 – 10:26.24 (3.0s)
140
Sure. Can I have your order number?
10:27.04 – 10:29.12 (2.1s)
141
Yes. BL19907.
10:29.92 – 10:33.88 (4.0s)
142
Thank you. Beep. I see your refund was processed on Monday. It should return to your original payment method within 3 to 5 business days.
10:35.52 – 10:46.32 (10.8s)
143
Did you send a confirmation email?
10:47.12 – 10:49.12 (2.0s)
144
Yes. Please check your inbox and spam folder. If you don't see it, I can resend it.
10:49.92 – 10:55.76 (5.8s)
145
Okay. Thanks.
10:56.56 – 10:57.28 (0.7s)
146
You're welcome.
10:58.08 – 10:58.64 (0.6s)
147
Conversation 12. Phone won't turn on.
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148
Simple tech support words.
11:03.76 – 11:05.28 (1.5s)
149
Hi, my new phone will not turn on.
11:06.08 – 11:08.88 (2.8s)
150
I'm sorry about that. What model is it?
11:09.68 – 11:12.00 (2.3s)
151
It's the Skyphone Mini.
11:12.80 – 11:14.32 (1.5s)
152
Thanks. When you press the power button, what do you see?
11:15.12 – 11:18.64 (3.5s)
153
The screen stays black. Nothing happens.
11:19.44 – 11:22.16 (2.7s)
154
Let's try a hard restart. Press and hold the power button and the volume down button for 10 seconds.
11:22.96 – 11:29.60 (6.6s)
155
Okay, I'm doing it now.
11:30.40 – 11:32.00 (1.6s)
156
Great. Oh, I see the logo now.
11:32.80 – 11:35.52 (2.7s)
157
Perfect. That means the phone is restarting. If the problem comes back, tell us and we will check it again.
11:36.32 – 11:43.20 (6.9s)
158
Thank you, Emma.
11:44.00 – 11:44.50 (0.5s)
159
Happy to help.
11:45.28 – 11:45.92 (0.6s)
160
Conversation 13. Updating account information like changing an email address. Hello. I need to change my email on my account.
11:46.72 – 11:57.68 (11.0s)
161
Sure. Can you tell me your account number?
11:58.48 – 12:00.64 (2.2s)
162
It's 71093.
12:01.44 – 12:04.48 (3.0s)
163
Thank you. For security, can you confirm your phone number on the account?
12:05.28 – 12:09.60 (4.3s)
164
Yes, it is 555184.
12:10.40 – 12:14.52 (4.1s)
165
Great. What is your new email address?
12:15.20 – 12:17.60 (2.4s)
166
12:18.40 – 12:21.40 (3.0s)
167
Done. I updated it to [email protected].
12:22.40 – 12:27.40 (5.0s)
168
Great. Thank you.
12:28.24 – 12:28.96 (0.7s)
169
You're welcome.
12:29.76 – 12:30.32 (0.6s)
170
Conversation 14. Product recommendation.
12:31.12 – 12:34.72 (3.6s)
171
Let's help someone choose a laptop. New details, new prices.
12:35.52 – 12:39.68 (4.2s)
172
Hello. I want to buy a laptop, but I'm not sure which one is best.
12:40.48 – 12:44.88 (4.4s)
173
No problem. What will you use it for?
12:45.68 – 12:47.76 (2.1s)
174
Mostly office work. Sometimes I edit photos and short videos.
12:48.56 – 12:53.28 (4.7s)
175
In that case, I recommend the BrightBook Plus. It is fast and good for multitasking.
12:54.08 – 13:00.00 (5.9s)
176
What if I want something light to carry?
13:00.80 – 13:03.20 (2.4s)
177
Then the BrightBook Air is a good option. It is smaller and lighter.
13:04.00 – 13:08.08 (4.1s)
178
What are the price ranges?
13:08.88 – 13:10.32 (1.4s)
179
Breookbook Plus is usually 1,50 to,300 USD. Brebook Air is usually 750 to 950 USD.
13:11.12 – 13:22.16 (11.0s)
180
Okay, that helps a lot.
13:22.96 – 13:24.16 (1.2s)
181
Great. Take your time and choose what fits your life.
13:24.96 – 13:28.00 (3.0s)
182
Conversation 15. Cancelling an order.
13:28.80 – 13:32.00 (3.2s)
183
People worry about this. We keep it calm.
13:32.80 – 13:35.36 (2.6s)
184
Hi, I need to cancel an order I made today.
13:36.16 – 13:38.96 (2.8s)
185
I can help. What is your order number?
13:39.76 – 13:42.08 (2.3s)
186
B L21201. Thank you. Just a moment. Good news. It has not shipped yet, so I can cancel it now.
13:42.88 – 13:53.20 (10.3s)
187
Great. What about the refund?
13:54.00 – 13:55.76 (1.8s)
188
The refund will go back to your original payment method within 3 to 5 business days.
13:56.56 – 14:01.84 (5.3s)
189
Perfect. Thanks.
14:02.64 – 14:03.60 (1.0s)
190
You're welcome.
14:04.40 – 14:04.90 (0.5s)
191
Conversation 16. After sales service, TV problem. Now we schedule a technician.
14:05.68 – 14:12.96 (7.3s)
192
Hello. My TV has sound, but the screen is black.
14:13.76 – 14:17.44 (3.7s)
193
I'm sorry to hear that. What model is your TV?
14:18.24 – 14:21.12 (2.9s)
194
It's the V-Max 50.
14:21.92 – 14:23.76 (1.8s)
195
Thank you. We may need to send a technician to check it. What day works for you?
14:24.56 – 14:29.44 (4.9s)
196
Saturday morning is good.
14:30.24 – 14:31.44 (1.2s)
197
Great. I scheduled a visit for Saturday morning. You will get a confirmation message soon.
14:32.24 – 14:37.36 (5.1s)
198
Thank you.
14:38.16 – 14:38.66 (0.5s)
199
Of course. Conversation 17. Order status update.
14:39.12 – 14:43.84 (4.7s)
200
When people are excited, they ask a lot.
14:44.64 – 14:47.44 (2.8s)
201
Hi, can I get an update on my order?
14:48.24 – 14:50.64 (2.4s)
202
Sure. What is your order number?
14:51.44 – 14:53.28 (1.8s)
203
BL21055.
14:54.08 – 14:57.08 (3.0s)
204
Thanks. Your order is being prepared now. It is expected to ship tomorrow.
14:57.68 – 15:03.76 (6.1s)
205
Will I get a tracking number? Yes, we will email it as soon as it ships.
15:04.56 – 15:09.44 (4.9s)
206
Great. Anything else today?
15:10.24 – 15:12.24 (2.0s)
207
No, that's it. Conversation 18.
15:13.04 – 15:15.92 (2.9s)
208
Replacing a product with a quality problem.
15:16.72 – 15:19.12 (2.4s)
209
Like headphones with one side not working, but we'll change the details.
15:19.92 – 15:24.48 (4.6s)
210
Hello. I bought wireless earbuds, but the left earbud has no sound.
15:25.28 – 15:30.00 (4.7s)
211
I'm sorry about that. I can help you replace them. Can you tell me your order number and purchase date?
15:30.80 – 15:37.04 (6.2s)
212
Order number BL200031.
15:37.84 – 15:41.72 (3.9s)
213
Purchase date was July 3rd.
15:41.92 – 15:43.68 (1.8s)
214
Thank you.
15:44.48 – 15:45.76 (1.3s)
215
Okay. I created a replacement request.
15:46.56 – 15:48.72 (2.2s)
216
We will send a new pair within 3 to 5 business days.
15:49.52 – 15:53.28 (3.8s)
217
Do I need to send the old pair back?
15:54.08 – 15:56.32 (2.2s)
218
Yes, we will email you a return label with simple instructions.
15:57.12 – 16:01.28 (4.2s)
219
Okay. Thanks. You're welcome.
16:02.08 – 16:04.08 (2.0s)
220
Conversation 19. Payment failed at checkout.
16:04.88 – 16:08.40 (3.5s)
221
This happens to everyone, even me.
16:09.20 – 16:12.48 (3.3s)
222
Hi, I can't complete my payment online.
16:13.28 – 16:15.84 (2.6s)
223
I'm sorry to hear that. What message do you see?
16:16.64 – 16:19.36 (2.7s)
224
It says payment failed. Try again.
16:20.16 – 16:22.64 (2.5s)
225
Okay. First, please check your card details and available balance.
16:23.44 – 16:27.92 (4.5s)
226
I checked. Everything looks correct.
16:28.72 – 16:30.48 (1.8s)
227
Thanks for checking. Please try clearing your browser cash or use a different browser.
16:31.28 – 16:36.64 (5.4s)
228
Okay. If it still fails, we can also offer another payment method like a bank transfer link.
16:37.44 – 16:44.00 (6.6s)
229
Great. I'll try a different browser first.
16:44.80 – 16:47.44 (2.6s)
230
Sounds good.
16:48.24 – 16:48.74 (0.5s)
231
Conversation 20. Laptop can't connect to Wi-Fi.
16:49.44 – 16:53.84 (4.4s)
232
We give stepbystep instructions.
16:54.64 – 16:57.04 (2.4s)
233
Hello. My laptop will not connect to Wi-Fi. I'm sorry about that. What model is it?
16:57.84 – 17:04.24 (6.4s)
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It's a Brightbook Air.
17:05.04 – 17:06.48 (1.4s)
235
Thank you. What happens when you try to connect?
17:07.28 – 17:10.08 (2.8s)
236
It says can't connect to this network.
17:10.88 – 17:13.52 (2.6s)
237
Okay. First, please restart the laptop, then try again.
17:14.32 – 17:18.64 (4.3s)
238
I restarted it, but it still doesn't work.
17:19.44 – 17:21.84 (2.4s)
239
Thanks. Next, please reset your network settings. Go to settings, then network, then find network reset.
17:22.64 – 17:31.04 (8.4s)
240
Okay, I'm doing it now.
17:31.84 – 17:34.08 (2.2s)
241
Beat. Great. After the reset, restart one more time.
17:34.88 – 17:39.04 (4.2s)
242
Okay, now it connects.
17:39.84 – 17:41.84 (2.0s)
243
Wonderful. I'm glad it worked.
17:42.64 – 17:44.32 (1.7s)
244
Me, too. Thank you. Conversation 21.
17:45.12 – 17:48.56 (3.4s)
245
Asking for product information. New smartphone.
17:49.36 – 17:52.64 (3.3s)
246
Beginner friendly specs. Not too many hard words.
17:53.44 – 17:56.88 (3.4s)
247
Hi, I want to know about your newest phone.
17:57.68 – 18:00.40 (2.7s)
248
Sure. Our newest model is the Skyphone Pro. It is fast and the battery lasts a long time.
18:01.20 – 18:08.08 (6.9s)
249
What is the screen size?
18:08.88 – 18:10.16 (1.3s)
250
It has a 6.6 in display with bright colors.
18:10.96 – 18:14.96 (4.0s)
251
How much memory does it have?
18:15.76 – 18:17.20 (1.4s)
252
It comes with 8 GB or 12 GB of memory.
18:18.00 – 18:21.52 (3.5s)
253
Storage options are 128 GB and 256 GB.
18:22.32 – 18:28.08 (5.8s)
254
What colors can I choose?
18:28.88 – 18:30.24 (1.4s)
255
Black, white, and green.
18:31.04 – 18:32.88 (1.8s)
256
Nice. Thanks.
18:33.68 – 18:34.56 (0.9s)
257
You're welcome.
18:35.36 – 18:35.92 (0.6s)
258
Conversation 22. Extending a warranty.
18:36.72 – 18:40.16 (3.4s)
259
Very practical for expensive items.
18:40.96 – 18:43.28 (2.3s)
260
Hello. I want to extend the warranty on my laptop.
18:44.08 – 18:47.60 (3.5s)
261
Sure. What model is it and when did you buy it?
18:48.40 – 18:51.44 (3.0s)
262
Breook Plus. I bought it last September.
18:52.24 – 18:55.12 (2.9s)
263
Thank you. Beat. Your warranty ends next month. You can extend it for 1 year for 95 USD or 2 years for 170 USD.
18:55.92 – 19:07.52 (11.6s)
264
I want the 2-year option.
19:08.32 – 19:10.00 (1.7s)
265
Great. I added the 2-year extended warranty. You will receive a confirmation email today.
19:10.80 – 19:16.64 (5.8s)
266
Perfect. Anything else?
19:17.44 – 19:19.12 (1.7s)
267
Conversation 23.
19:19.92 – 19:21.84 (1.9s)
268
Leaving feedback.
19:22.64 – 19:24.08 (1.4s)
269
Feedback can be kind and honest.
19:24.88 – 19:27.92 (3.0s)
270
Hi, I want to leave feedback about your service.
19:28.72 – 19:32.16 (3.4s)
271
Thank you. We appreciate that. What would you like to share?
19:32.96 – 19:36.56 (3.6s)
272
Your team is friendly, but your website is a little confusing. I can't find simple help pages fast.
19:37.36 – 19:44.72 (7.4s)
273
Thank you for the clear feedback. I will share it with our website team.
19:45.52 – 19:50.16 (4.6s)
274
Great. And thank you for taking the time to tell us.
19:50.96 – 19:54.48 (3.5s)
275
Conversation 24.
19:55.28 – 19:57.12 (1.8s)
276
Following up on an old issue when there is no answer yet.
19:57.92 – 20:02.96 (5.0s)
277
Hello. I reported an issue last week, but I did not get a reply.
20:03.76 – 20:08.56 (4.8s)
278
I'm sorry about the delay. Do you have a case number? Yes. Case number C90814.
20:09.36 – 20:19.08 (9.7s)
279
Thank you. I see your case is with our technical team now. I will message them and get back to you today.
20:20.16 – 20:27.92 (7.8s)
280
Okay. I really hope it is fixed soon.
20:28.72 – 20:31.52 (2.8s)
281
I understand. Thank you for your patience.
20:32.32 – 20:35.12 (2.8s)
282
Conversation 25.
20:35.92 – 20:37.76 (1.8s)
283
Subscribing to a new service. ending on something positive.
20:38.56 – 20:43.20 (4.6s)
284
Hello, I want to subscribe to your cloud storage service.
20:44.00 – 20:48.08 (4.1s)
285
Great. We have a few plans. How much storage do you need?
20:48.88 – 20:53.12 (4.2s)
286
Around 1 terabte.
20:53.92 – 20:55.28 (1.4s)
287
Our premium plan has 2 terab for $9.99 USD per month. It includes automatic backup and sync on multiple devices.
20:56.08 – 21:06.56 (10.5s)
288
That sounds good. Please sign me up.
21:07.36 – 21:09.52 (2.2s)
289
Done. You will get a confirmation email in a few minutes.
21:10.32 – 21:14.40 (4.1s)
290
Thank you.
21:15.20 – 21:15.70 (0.5s)
291
You're welcome.
21:16.32 – 21:16.88 (0.6s)
292
Okay. We did a lot today in a good way.
21:17.68 – 21:21.68 (4.0s)
293
You did great, Henry.
21:22.48 – 21:23.76 (1.3s)
294
Thank you. I feel like I can call customer service now. Maybe.
21:24.56 – 21:29.60 (5.0s)
295
And you listeners can take these conversations and practice them again.
21:30.40 – 21:34.72 (4.3s)
296
Repeat each line. Copy the rhythm. Also try changing the details, change the product, change the dates, change the numbers, keep the same English.
21:35.52 – 21:47.44 (11.9s)
297
Yes, that is real speaking practice.
21:48.24 – 21:50.72 (2.5s)
298
Thanks for listening to Chill Talk English.
21:51.52 – 21:53.92 (2.4s)
299
See you next time. Bye.
21:54.72 – 21:58.56 (3.8s)
顧客サービスへの電話：英語での実践会話練習で英語スピーキング力を向上
このページでは、YouTube動画「How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice)」の内容に基づいて、語学学習者向けの英語スピーキング練習コンテンツを提供します。電話でのカスタマーサービス対応という、日常生活で非常に役立つスキルを効果的に習得し、あなたの英語の流暢さを高めるためのヒントが満載です。
このレッスンについて
この動画レッスンは、英語で顧客サービスに電話をかける際の具体的なシチュエーションを想定した英語スピーキング練習に特化しています。A1からA2レベルの学習者を対象としていますが、実用的な英語表現を学びたい全ての方にとって非常に有益です。動画では、以下のような実際の状況に基づいた会話練習が提供されます。
- 語彙トピック: 注文の遅延、アカウント残高の確認、インターネット接続の問題、課金に関する問い合わせなど、具体的な顧客サービス関連の語彙が豊富に含まれています。これらの語彙は、実生活で直面する可能性のある問題を英語で説明する際に役立ちます。
- 文法パターン: 丁寧な依頼の表現（"I need help with...", "Can you tell me...?"）、状況説明の仕方（"It has not arrived."）、問題解決のための質問（"Is now a good time?"）など、電話対応で頻繁に使用される文法パターンを実践的に練習できます。
- スピーキングの文脈: 実際の電話対応のエージェントと顧客のロールプレイを通じて、冷静かつ丁寧に問題を伝える方法、相手の質問に明確に答える方法を学びます。特に、感情的にならずpolite, calm Englishを使うことの重要性が強調されており、これは発音練習やイントネーションにも良い影響を与えます。
重要な語彙とフレーズ
この動画レッスンで学べる、顧客サービスとの電話で役立つ重要な英語フレーズと語彙をいくつかご紹介します。これらの表現をマスターすることで、あなたの英語スピーキング練習がより効果的になります。
- I need help with an order. (注文について助けが必要です。)
→ 具体的な問題を伝える際の丁寧な導入表現です。orderの部分を、my internetやmy billなど、助けが必要なトピックに置き換えられます。
- It has not arrived. (まだ届いていません。)
→ 配送の遅延を伝える際によく使われる表現です。現在完了形を使い、状況が継続していることを示します。
- Can you tell me your order number, please? (注文番号を教えていただけますか？)
→ 情報提供を求める際の丁寧な質問です。order numberの部分をaccount numberなどに変えて応用できます。
- I'd like to check my account balance. (口座残高を確認したいです。)
→ 自分のアカウント情報について問い合わせる際の丁寧な表現です。I'd like toは「〜したいのですが」という意味で、依頼や希望を伝える際に非常に便利です。
- For safety, / For security, ... (安全のため、/ セキュリティのため、...)
→ 個人情報などを確認する際に、その理由を丁寧に説明する導入句です。
- One moment, please. (少々お待ちください。)
→ 相手に待ってもらう際に使う、非常に丁寧で一般的なフレーズです。電話応対で頻出します。
- Can I put you on hold for a moment? (少々お待ちいただけますか？)
→ 自分が相手を保留にする際に使う丁寧な表現です。
- Is there anything else I can do for you? (他に何かできることはありますか？)
→ 電話の終わりに、顧客に対して追加の用件がないか尋ねる際の定型句です。非常に丁寧で好印象を与えます。
この動画の練習のコツ
この動画を活用したシャドーイング練習は、あなたの英語スピーキング練習を劇的に向上させます。以下の具体的なアドバイスを参考に、効率的に学習を進めましょう。
- 話速に注意: 動画の会話は、実際の電話対応を想定し、比較的クリアで聞き取りやすい速度で進行します。まずはスクリプトを見ながら、登場人物の自然な話速とリズムに合わせて発話する練習から始めましょう。徐々にスクリプトなしで追随できるようになることが目標です。
- アクセントとトーンの模倣: 「polite, calm English」が強調されているように、感情的にならず、丁寧で落ち着いたトーンを真似ることが重要です。特に、謝罪の表現（"I'm sorry about that."）や感謝の表現（"Thank you."）のイントネーションに注意し、自然な響きを身につけましょう。これは発音練習にも繋がります。
- ロールプレイで実践: 一人で練習する際は、顧客役とエージェント役の両方を演じてみましょう。それぞれ異なる視点での応答を練習することで、より実践的な英語の流暢さが身につきます。可能であれば、友人と一緒にロールプレイを行うのも効果的です。
- 状況と感情を意識する: 「注文が遅れている」「インターネットが繋がらない」といった状況を想像し、その状況でどのような気持ちになるかを考えながらも、冷静に、そして明確に情報を伝える練習をしましょう。これは、IELTS対策のような試験のスピーキングセクションにおいても、タスク達成能力を高める上で非常に役立ちます。
- 反復練習の重要性: 一度見ただけで終わらせず、何度も繰り返しシャドーイングやロールプレイングを行うことで、フレーズが自然に口から出てくるようになります。異なるシチュエーションを想定して、少しずつ表現をアレンジしてみるのも良いでしょう。
シャドーイングとは？英語上達に効果的な理由
シャドーイング（Shadowing）は、もともとプロの通訳者養成プログラムで開発された言語学習法で、多言語習得者として知られるDr. Alexander Arguelles によって広く普及されました。方法はシンプルですが非常に効果的：ネイティブスピーカーの英語を聞きながら、1〜2秒の遅延で声に出してすぐに繰り返す——まるで「影（shadow）」のように話者を追いかけます。文法ドリルや受動的なリスニングと異なり、シャドーイングは脳と口の筋肉が同時にリアルタイムで英語を処理・再現することを強制します。研究により、発音精度、抑揚、リズム、連音、リスニング力、そして会話の流暢さが大幅に向上することが確認されています。IELTSスピーキング対策や自然な英語コミュニケーションを目指す方に特におすすめです。
ShadowingEnglishでの効果的な学習方法
- 動画を選ぶ: 自然で明瞭な英語が使われているYouTube動画を選びましょう。TED Talks、BBC News、映画のシーン、ポッドキャスト、IELTS模範解答などが最適です。URLをコピーして検索バーに貼り付けてください。短い動画（5分以内）や、自分が本当に興味を持てるテーマから始めるのがコツです。
- まず聞いて内容を理解する: 最初は1倍速でただ聞くだけにしましょう。まだ繰り返す必要はありません。文の意味を理解し、話者がどのように単語を強調し、音を繋げ、間を取っているかに注目してください。内容を把握してからシャドーイングに入ると、はるかに効果的です。
- シャドーイングモードを設定する:
- Wait Mode（待機モード）:
+3sまたは+5sを選ぶと、動画が一文を読み終えた後に自動で一時停止し、繰り返す時間が生まれます。完全に手動でコントロールしたい場合はManualを選んでNextを自分で押しましょう。 - Sub Sync（字幕同期）: YouTubeの字幕と音声がずれることがあります。
±100msで調整して、正確なタイミングで追えるようにしてください。
- Wait Mode（待機モード）:
- 声に出してシャドーイングする（最重要）: ここが練習の本質です。文が流れると同時に——または一時停止中に——はっきりと自信を持って声に出して繰り返しましょう。ただ単語を読むだけでなく、話者のリズム、強調、高低、連音をそっくりそのまま真似することが大切です。「影」のように話者に重なるのが理想。Repeat機能を使って同じ文を何度も繰り返し、自然に出てくるまで定着させましょう。
- 徐々に難易度を上げて続ける: 一つのパッセージに慣れたら、さらに挑戦してみましょう。速度を <code>1.25x</code> や <code>1.5x</code> に上げれば、高速の言語反射を鍛えられます。Wait Modeを <code>Off</code> にして連続シャドーイングするのが最も上級で効果的なモードです。毎日15〜30分継続すれば、数週間で目に見える変化を実感できます。