쉐도잉 연습: Customer Feedback: Improving Services - Advanced Business English Conversation Practice - 영상으로 영어 말하기 배우기
레슨 만드는 중...
1
Thank you for joining this meeting, John.
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Today's topic is Customer Feedback and Service Improvements.
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I'm ready, Lucy.
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Where should we start with the feedback analysis?
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Let's begin by addressing the most frequent issues our customers raised.
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Sounds good.
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Do you have a list of the main concerns?
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Yes, I categorize them: Response time, product knowledge, and user friendliness.
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Interesting.
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Response time is often a significant factor in customer satisfaction.
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Absolutely!
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Customers expect quicker responses especially with urgent issues.
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Do we know what the average response time currently is?
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According to the reports, our average response time is around 48 hours.
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That's quite long, especially in a competitive market.
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I agree.
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We need to find ways to reduce this time significantly.
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Have you considered implementing a chatbot or automated response system?
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Yes, that could help with initial inquiries, but it shouldn't replace personal interaction.
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write.
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Some customers prefer direct contact with a support agent.
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Exactly!
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We need a balance between automation and personal service.
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What about the second issue, product knowledge?
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Customers feel that our representatives lack in -depth knowledge of some features.
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That's not ideal.
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How do you suggest we address this?
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Continuous training sessions focused on product updates might help.
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That's a good idea!
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Agents need to stay informed on all product changes.
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Exactly!
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It would also boost their confidence when handling inquiries.
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Would monthly training sessions be frequent enough?
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Monthly sessions sound good and we could add a knowledge sharing platform.
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A platform for team discussions on complex issues could be very beneficial.
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Agreed.
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It would encourage collaboration and better solutions for customer issues.
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Moving on.
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Let's talk about user -friendliness of our product.
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Are customers finding it challenging to navigate our system?
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Yes, some feedback highlights difficulties in finding key features.
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Do you think a user interface redesign could address this concern?
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Possibly.
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Simplifying the layout could make it more intuitive.
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Good point!
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We could conduct user testing before making any major changes.
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That would provide direct insights into what customers need.
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Exactly!
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We could even involve frequent users in the testing process.
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A great idea is, Involving users would give us practical feedback early on.
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Yes, and it would make them feel valued and included.
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We might also consider offering quick tutorials or guides within the app.
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Yes, that would guide users and reduce reliance on customer support.
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Do we have resources available for such tutorial development?
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Yes, we could allocate part of the team to this project.
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That's promising.
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It would also help with the product knowledge issue.
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True.
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Employees involved in tutorial creation would learn the product thoroughly.
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Exactly.
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It's a win -win for both customers, and our support team.
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Agreed.
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Should we summarize the key action points we discussed?
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Good idea!
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First, we'll work on reducing response times with automation.
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Yes, but we'll still prioritize personal interaction when needed.
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write.
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Second, We'll schedule regular training sessions for product updates.
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and create a knowledge sharing platform to support ongoing learning.
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Third, We'll consider a user interface update Based on customer feedback.
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including user testing to ensure the redesign meets their needs.
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Finally, we'll develop quick tutorials to help users navigate independently.
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Yes, and these tutorials will support both customers and our support team.
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Great.
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This plan covers the main feedback issues comprehensively.
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I agree.
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Let's outline the next steps and set deadlines for each point.
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I'll draft an action plan.
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and we can assign tasks accordingly.
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Perfect!
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Shall we review the progress in our next weekly meeting?
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Yes, that sounds like a good idea.
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We'll monitor each area closely.
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Thank you, John.
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I'm confident these improvements will make a big difference.
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Thank you, Lucy.
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I believe customers will notice and appreciate the changes.
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Now.
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Let's take a look at the meanings of some words mentioned in the conversation.
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Analysis.
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The process of examining something in detail to understand it better.
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Our team performed an analysis of last quarter sales data.
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Inquiries.
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Questions Asked to Gather Information We received multiple inquiries about the new product launch.
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Balance.
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a situation where different elements are in the correct proportions.
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It's important to maintain a balance between work and personal life.
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Collaboration.
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Working together to achieve a common goal.
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Effective collaboration can lead to innovative solutions.
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intuitive.
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easy to understand without explicit instructions.
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The software's intuitive design makes it accessible for all users.
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Comprehensively.
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in a way that includes all or nearly all elements.
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The report covers the project comprehensively, detailing every step.
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ongoing.
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continuing to happen or progress.
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The project is ongoing and will likely be completed by next month.
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redesign.
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the process of creating a new version of something to improve it.
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The website redesign attracted more users and increased engagement.
113
frequent.
114
happening often or regularly.
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Frequent updates help keep the system secure and reliable.
116
Confident.
117
feeling certain about one's abilities or something's success.
118
She is confident that the project will meet the deadline.
119
Thank you for watching our video.
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이번 수업에 대하여
이번 수업에서는 고객 피드백과 서비스 개선에 대한 비즈니스 영어 대화를 연습하게 됩니다. 여러분은 고객의 불만 사항을 분석하고 해결 방안을 논의하는 과정에서 효과적인 의사소통 능력을 키울 것입니다. 또한, 고객 서비스 개선 방안을 제시하는 대화를 통해 영어 회화 능력을 향상시킬 수 있습니다. 이 수업은 실제 비즈니스 환경에서 필요한 영어 회화 스킬을 배양하는 데 초점을 맞춥니다.
주요 어휘 및 구문
- 피드백 (Feedback) - 고객의 의견이나 반응을 의미합니다.
- 응답 시간 (Response time) - 고객의 문의에 대한 응답 속도를 나타냅니다.
- 제품 지식 (Product knowledge) - 제품에 대한 이해도를 의미합니다.
- 사용자 친화성 (User friendliness) - 제품이 사용하기 쉬운 정도를 의미합니다.
- 팀 협력 (Collaboration) - 공동의 목표를 달성하기 위해 함께 일하는 것을 의미합니다.
- 직관적인 (Intuitive) - 별도의 설명 없이 쉽게 이해할 수 있는 것을 의미합니다.
- 개선하다 (Redesign) - 기존의 것을 새롭게 바꿔서 좋게 만드는 것을 의미합니다.
연습 팁
이 비디오의 대화는 속도감 있게 진행됩니다. 영어 쉐도잉 기법을 사용하여 음성을 따라 하는 것이 유용합니다. 대화를 들으면서 발음을 정확하게 흉내 내고, 중요한 포인트나 단어를 반복하여 연습해 보세요. shadowspeak 또는 shadow speech를 이용해 스피드를 조절하며 연습하면, 자연스러운 발음을 기를 수 있습니다. 대화의 톤과 강세를 파악하여 실제 상황에서 사용할 수 있는 회화 능력을 배양하는 것이 중요합니다. 주기적으로 결과를 점검하고, 자주 사용하는 구문을 메모해두면 도움이 될 것입니다. 매주 연습하며 피드백을 주고받는 것도 좋은 방법입니다. таким образом, ваши навыки улучшатся, и вы сможете более уверенно общаться на английском языке.
쉐도잉이란? 영어 실력을 빠르게 키우는 과학적 방법
쉐도잉(Shadowing)은 원래 전문 통역사 훈련을 위해 개발된 언어 학습 기법으로, 다언어 학자인 Dr. Alexander Arguelles에 의해 대중화된 방법입니다. 핵심 원리는 간단하지만 매우 강력합니다: 원어민의 영어를 들으면서 1~2초의 짧은 지연으로 즉시 소리 내어 따라 말하는 것——마치 '그림자(shadow)'처럼 화자를 따라가는 것입니다. 문법 공부나 수동적인 청취와 달리, 쉐도잉은 뇌와 입 근육이 동시에 실시간으로 영어를 처리하고 재현하도록 훈련합니다. 연구에 따르면 이 방법은 발음 정확도, 억양, 리듬, 연음, 청취력, 말하기 유창성을 크게 향상시킵니다. IELTS 스피킹 준비와 자연스러운 영어 소통을 원하는 분들에게 특히 효과적입니다.