쉐도잉 연습: English for Call Centers 🙋🏻‍♀️ | Role Play Practice - 영상으로 영어 말하기 배우기

call center english role play conversation number one

call center agent and customer hello thank you for calling acme technology my name is carol how may i help you

hi carol i'm having trouble with your computer program

i can help you with that sir what kind of problem are you having

i'm having trouble installing the program

i'm sorry about the difficulties you're having i'll try my best to help you solve the problem well i'm trying to install it on both windows and linux

i see that's a little complicated

would you mind if i put you on hold for a minute i just need to check on the code

okay that's fine thank you sir please hold for a minute

hello sir thank you very much for holding i'm sorry but could i transfer you to my supervisor

sure that's fine i appreciate it i will transfer your call now

call center english role play conversation number two

hello thank you for calling spirit systems this is tom speaking how can i assist you

hello i recently bought a new computer and i'm having trouble loading your software

all right ma'am could you please tell me which version you are trying to load

it's the gr something hold on a sec i'm trying to find the version of the program sure please take your time

it is the gr5 turbo thank you ma'am the gr5 turbo

i'm sorry about the troubles you are having i'll try my best to help you solve the issue

all right thank you ma'am which operating system are you currently using

i'm on a mac and the os is mount tam

i see could i put you on hold for a few minutes i need to speak with technical support

okay but i need to get back to work soon

i completely understand it should only take a couple of minutes

okay thanks thank you very much for holding ma'am i think i found the problem

great please tell me i apologize but our company has not yet released an update for that os it will be available early next week

ah now i understand well that explains it

on behalf of our company i am very sorry for the delay please check our website for the update next week

okay i'll do that is there anything else i can assist you with today no that should do it

thank you very much for calling ma'am

yeah okay thanks for looking into it thank you again ma'am goodbye

call center english roleplay conversation number three

hello thank you for calling horizon mobile my name is sarah how can i help you

yes my bill for this month is double the amount from last month i think there is an accounting mistake

oh let's look into this may i have your full name and phone number please yes it is paul s

thompson my number is 619-563-9810 thank you mr thompson for verification purposes

may i have your date of birth sure my date of birth is may 11 1978

thank you sir could you give me a minute to pull up your account information sure of course

thank you for waiting sir i found your last billing invoice and it does appear there has been an error i thought so we are very sorry for the double billing

i will notify our accounting department and they will send a new bill

how long will that take you should receive it in three to five business days

okay could you tell me my current balance

yes of course sir your current balance is 87.16

okay that sounds about right

is there anything else i can assist you with today no that should do it

again i apologize for the error thank you very much for calling mr thompson

thanks for getting that sorted out

it was my pleasure sir thank you goodbye

goodbye if you enjoyed this video please hit the like button and share it thank you so much for watching and see you next time

you

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Vocabulary and speaking notes for this lesson

This B1 speaking lesson is built on the video “English for Call Centers 🙋🏻‍♀️”. The speaker keeps coming back to these words: sir, calling, trouble, hold, center. This video has 49 sentences and 681 words to shadow. The speech runs for 8:15. The speaker talks slowly, about 82 words per minute, so there is time to copy every sound. 85% of the words are among the 3,000 most common in English; the rest is worth studying before you start.

Key vocabulary in this video

The 12 most advanced words in the video, with pronunciation and meaning:

Word	Pronunciation	Meaning
goodbye	/ɡʊdˈbaɪ/	Farewell; a formula used to another person or persons when the speaker, writer, or person addressed is departing.
turbo noun	/ˈtɝ.boʊ/	A turbine.
carol noun	/ˈkɛɹəl/	A ballad or song of joy.
install verb	/ɪnˈstɔl/	To connect, set up or prepare something for use
apologize verb	/əˈpɑləˌd͡ʒaɪz/	To make an apology or excuse; to acknowledge some fault or offense, with expression of regret for it, by way of amends
invoice noun	/ˈɪnˌvɔɪs/	A bill; a commercial document issued by a seller to a buyer indicating the products, quantities and agreed prices for products or services that the seller has…
roleplay verb	/ˈroʊl.pleɪ/	To act out a scenario or fantasy with another person or other people.
verification noun	/ˌvɛ.ɹə.fɪˈkeɪ.ʃən/	The act or process of verifying.
notify verb	/ˈnoʊtɪfaɪ/	To give (someone) notice (of some event).
supervisor noun	/ˈsupɚˌvaɪzɚ/	A person with the official task of overseeing the work of a person or group, or of other operations and activities.
linux noun		Any unix-like operating system that uses the Linux kernel.
horizon noun	/həˈɹaɪ.zən/	The visible horizontal line (in all directions) where the sky appears to meet the earth in the distance.

Phrasal verbs you will hear

Word	Pronunciation	Meaning
get back to verb		Return to (an activity)
pull up verb	/ˌpʊl ˈʌp/	To lift upwards or vertically.
sort out verb		To clarify by reviewing mentally.

이 영상의 문법

화자가 가장 많이 쓰는 문형을 영상 속 실제 표현과 함께 정리했습니다.

문형	영상 속 표현
“should” 조언 should + 동사 — 하는 것이 좋은 일을 말할 때	should only take · should do · should receive
현재진행 am/is/are + -ing — 지금 또는 요즘 일어나고 있는 일	i'm having · you're having · are trying
“will” 미래 will + 동사 — 결정, 약속 또는 예측	i'll try · will transfer · will be
의무: must / have to / need to 어떤 일이 필요하다고 말할 때	need to check · need to speak · need to get

Pronunciation to watch

The speaker uses 13 contractions and reduced forms, such as I'm, I'll, you're. Say them the short way, as you hear them.

Long words — get the stress right: apologize /əˈpɑləˌd͡ʒaɪz/, verification /ˌvɛ.ɹə.fɪˈkeɪ.ʃən/, supervisor /ˈsupɚˌvaɪzɚ/

How to practise with this video

Listen to the whole video once without speaking and note the words you do not know.
Shadow it sentence by sentence at normal speed, repeating each one until your rhythm matches the speaker.
Record yourself and compare with the original, paying attention to words like goodbye, turbo, carol.

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.

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Vocabulary and speaking notes for this lesson

Key vocabulary in this video

Phrasal verbs you will hear

이 영상의 문법

Pronunciation to watch

How to practise with this video

쉐도잉이란? 영어 실력을 빠르게 키우는 과학적 방법