쉐도잉 연습: How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice) - 영상으로 영어 말하기 배우기

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Hello everyone, and welcome back to Chill Talk English.

Hi friends, today is a super useful episode for real life.

Yes, today we practice English for calling customer service.

That means you call a company and ask for help, like for an order, your internet, your app, your bill, all that stuff.

And I have to say, I am not a brave caller.

Henry is the kind of person who writes a message, then deletes it, then thinks about it for two days.

That is true.

But we will make it easy.

Short sentences, simple words, clear questions.

And we will do many, many conversations.

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.

Okay, let's start.

Conversation 1.

An order is late.

I'll be the support agent first.

You call me.

Good morning.

I need help with an order.

Good morning.

Thank you for calling Brightline Support.

This is Emma.

How can I help you today?

I bought a smartwatch last week, but it has not arrived.

I'm sorry about that.

Can you tell me your order number, please?

Yes, it is BL20419.

Thank you.

Let me check that for you.

Okay.

I see your package left our warehouse on Friday.

The delivery company may have a delay.

Oh, I see.

I will contact the delivery company and email you an update today.

Thank you.

You're welcome.

Is there anything else I can do for you?

No, that's all.

Thanks.

Key line, it has not arrived.

And, can you tell me your order number?

Very common.

Conversation 2.

Checking an account balance Now you are the agent, Henry.

Be confident.

I will try.

Hello.

Thank you for calling Brightline Support.

This is Henry speaking.

Hi.

I'd like to check my account balance.

Sure.

Can you share your account number, please?

Yes.

It's 771093.

Thank you.

For safety, can you tell me the email on your account?

Yes, it's emma.learns at mail.com.

Great.

One moment, please.

Beep.

Your balance is 320 USD.

Thanks.

Can I also see my recent payments?

Yes.

Your last payment was on July 8th for 25 USD for a monthly plan.

Perfect.

That's all.

Happy to help.

Have a nice day.

Key line, for safety or for security.

And, one moment please, it sounds polite.

Conversation 3, putting someone on hold.

This one is super real.

The agent needs time.

Hi, my home internet keeps disconnecting.

I'm sorry to hear that.

I can help.

First, I need to check your account.

Can I put you on hold for a moment?

Yes, that's fine.

Thank you.

Beep.

Thanks for waiting.

I see a problem with your connection settings.

I can refresh your connection now.

It may take two or three minutes.

Is now a good time?

Yes, please do it now.

Great.

Please stay on the line.

Beep.

Okay, I refreshed it.

Please restart your router and test the Internet.

All right, I'm restarting it now.

No problem.

100

I'm here.

101

Key line.

102

Can I put you on hold for a moment?

103

Also, thanks for waiting.

104

Nice and friendly.

105

Conversation 4.

106

Transferring a call Sometimes you need the billing team.

107

Hello.

108

I think there is a problem with my bill.

109

I understand.

110

The billing team can help you best.

111

Can I transfer your call?

112

Yes, please.

113

Thank you.

114

I'm transferring you now.

115

Hello?

116

Hi, this is Emma from Billing.

117

How can I help?

118

Hi, my bill looks higher than usual.

119

I can check.

120

Can you tell me your account number and invoice number?

121

Account number 77093, invoice number INV55021.

122

Thank you.

123

I see the reason.

124

There is a small unpaid amount from last month, so this month is higher.

125

Oh, I didn't notice that.

126

That's okay.

127

We can offer a simple payment plan.

128

Would you like to hear the options?

129

Yes, please.

130

Keyline.

131

Can I transfer your call?

132

And higher than usual.

133

Great phrase.

134

Conversation 5.

135

Asking for tracking information.

136

Many learners want the words tracking number.

137

Hello.

138

I want to check the status of my delivery.

139

Sure.

140

Can you give me your order number?

141

Yes.

142

It is BL20988.

143

Thanks.

144

Beat.

145

Your package shipped on August 2nd.

146

It should arrive in 3 to 5 business days.

147

Can I get the tracking number?

148

Of course.

149

Your tracking number is DL88301149.

150

You can track it on our website.

151

Great.

152

Thank you for your help.

153

You're welcome.

154

Conversation 6.

155

A product arrives damaged.

156

This needs empathy.

157

Hi.

158

My blender arrived, but it is cracked.

159

I'm really sorry to hear that.

160

I understand that's frustrating.

161

Yeah, I needed it for this week.

162

We will fix this.

163

I can send a replacement quickly.

164

Can you send us a photo of the damage?

165

Yes, I can do that.

166

Thank you.

167

When we get the photo, we will start the replacement right away.

168

Okay, thanks.

169

Again, I'm sorry for the trouble.

170

Key line.

171

I understand that's frustrating.

172

It sounds human, not robotic.

173

Conversation 7.

174

Handling a complaint.

175

Let's practice calm but serious English.

176

Hello, I'm not happy with your service.

177

I'm sorry you feel that way.

178

Please tell me what happened.

179

I contacted support twice, but my problem is still not fixed.

180

I understand.

181

Thank you for telling me.

182

I will escalate this to a supervisor.

183

What does escalate mean?

184

It means we send it to a higher level, a more experienced person.

185

Okay.

186

A supervisor will call you within three hours with an update.

187

All right.

188

I hope it gets better.

189

It will, and I appreciate your feedback.

190

Conversation 8.

191

App login problem.

192

Password problems are so common.

193

Hi.

194

I cannot log in to my app.

195

I'm sorry about that.

196

What happens when you try?

197

I enter my password, but it says it is wrong.

198

No worries.

199

Let's reset your password.

200

What email did you use to sign up?

201

I used henry.study at mail.com.

202

Thanks.

203

I sent a password reset email.

204

Please check your inbox.

205

Also, check your spam folder.

206

Okay, I will.

207

If it still doesn't work, contact us again and we'll help.

208

Key line.

209

What happens when you try?

210

Great question for details.

211

Conversation 9.

212

Changing a shipping address.

213

This one has a confirming line.

214

Hello, I need to change my shipping address for my order.

215

Sure.

216

You want to update the shipping address, right?

217

Yes, that's right.

218

Please tell me the new address.

219

88 River Road, Apartment 5B, Lakeside City.

220

Thank you.

221

I updated it to 88 River Road, Apartment 5B, Lakeside City.

222

Perfect.

223

Anything else I can help with?

224

No, thank you.

225

Key line.

226

You want to write?

227

It checks understanding.

228

Conversation 10.

229

Slow Internet.

230

Offering solutions.

231

We give steps one by one.

232

Hi.

233

My Internet is very slow today.

234

I can help you troubleshoot.

235

Are you free to try a few steps now?

236

Yes, I have time.

237

First, please restart your router.

238

Then test your speed again.

239

Okay.

240

If it is still slow, we can schedule a technician visit.

241

That sounds good.

242

I'll restart the router now.

243

Great.

244

Tell me how it goes.

245

Conversation 11.

246

Checking a refund.

247

Refund English is important.

248

Hello.

249

I want to check my refund status.

250

Sure.

251

Can I have your order number?

252

Yes.

253

BL199007.

254

Thank you.

255

Beep.

256

I see your refund was processed on Monday.

257

It should return to your original payment method within three to five business days.

258

Did you send a confirmation email?

259

Yes.

260

Please check your inbox and spam folder.

261

If you don't see it, I can resend it.

262

Okay, thanks.

263

You're welcome.

264

Conversation 12.

265

Phone won't turn on.

266

Simple tech support words.

267

Hi, my new phone will not turn on.

268

I'm sorry about that.

269

What model is it?

270

It's the Sky Phone Mini.

271

Thanks.

272

When you press the power button, what do you see?

273

The screen stays black.

274

Nothing happens.

275

Let's try a hard restart.

276

Press and hold the power button and the volume down button for 10 seconds.

277

Okay, I'm doing it now.

278

Great.

279

Oh, I see the logo now.

280

Perfect.

281

That means the phone is restarting.

282

If the problem comes back, tell us and we will check it again.

283

Thank you, Emma.

284

Happy to help.

285

Conversation 13.

286

Updating account information.

287

Like changing an email address.

288

Hello, I need to change my email on my account.

289

Sure, can you tell me your account number?

290

It's 771093.

291

Thank you.

292

For security, can you confirm your phone number on the account?

293

Yes, it is 5550184.

294

Great, what is your new email address?

295

Henry.new at mail.com Done.

296

I updated it to Henry.new at mail.com Great.

297

Thank you.

298

You're welcome.

299

Conversation 14.

300

Product Recommendation Let's help someone choose a laptop.

301

New details, new prices.

302

Hello.

303

I want to buy a laptop, but I'm not sure which one is best.

304

No problem.

305

What will you use it for?

306

Mostly office work.

307

Sometimes I edit photos and short videos.

308

In that case, I recommend the BrightBook Plus.

309

It is fast and good for multitasking.

310

What if I want something light to carry?

311

Then the BrightBook Air is a good option.

312

It is smaller and lighter.

313

What are the price ranges?

314

Bright Book Plus is usually $1,050 to $1,300 USD.

315

Bright Book Air is usually $750 to $950 USD.

316

Okay, that helps a lot.

317

Great.

318

Take your time and choose what fits your life.

319

Conversation 15.

320

Canceling an order.

321

People worry about this.

322

We keep it calm.

323

Hi, I need to cancel an order I made today.

324

I can help.

325

What is your order number?

326

BL-21-201 Thank you.

327

Just a moment.

328

Good news.

329

It has not shipped yet, so I can cancel it now.

330

Great.

331

What about the refund?

332

The refund will go back to your original payment method within 3 to 5 business days.

333

Perfect.

334

Thanks.

335

You're welcome.

336

Conversation 16.

337

After sales service, TV problem.

338

Now we schedule a technician.

339

Hello.

340

My TV has sound, but the screen is black.

341

I'm sorry to hear that.

342

What model is your TV?

343

It's the ViewMax 50.

344

Thank you.

345

We may need to send a technician to check it.

346

What day works for you?

347

Saturday morning is good.

348

Great.

349

I scheduled a visit for Saturday morning.

350

You will get a confirmation message soon.

351

Thank you.

352

Of course.

353

Conversation 17.

354

Order status update.

355

When people are excited, they ask a lot.

356

Hi.

357

Can I get an update on my order?

358

Sure.

359

What is your order number?

360

BL 21055.

361

Thanks.

362

Your order is being prepared now.

363

It is expected to ship tomorrow.

364

Will I get a tracking number?

365

Yes, we will email it as soon as it ships.

366

Great.

367

Anything else today?

368

No, that's it.

369

Conversation 18.

370

Replacing a product with a quality problem.

371

Like headphones with one side not working, but we'll change the details.

372

Hello, I bought wireless earbuds but the left earbud has no sound.

373

I'm sorry about that.

374

I can help you replace them.

375

Can you tell me your order number and purchase date?

376

Order number BL20031.

377

Purchase date was July 3rd.

378

Thank you.

379

Okay, I created a replacement request.

380

We will send a new pair within three to five business days.

381

Do I need to send the old pair back?

382

Yes, we will email you a return label with simple instructions.

383

Okay, thanks.

384

You're welcome.

385

Conversation 19.

386

Payment failed at checkout.

387

This happens to everyone, even me.

388

Hi, I can't complete my payment online.

389

I'm sorry to hear that.

390

What message do you see?

391

It says, payment failed, try again.

392

Okay, first please check your card details and available balance.

393

I checked.

394

Everything looks correct.

395

Thanks for checking.

396

Please try clearing your browser cache or use a different browser.

397

Okay.

398

If it still fails, we can also offer another payment method, like a bank transfer link.

399

Great.

400

I'll try a different browser first.

401

Sounds good.

402

Conversation 20.

403

Laptop can't connect to Wi-Fi.

404

We give step-by-step instructions.

405

Hello, my laptop will not connect to Wi-Fi.

406

I'm sorry about that.

407

What model is it?

408

It's a Bright Book Air.

409

Thank you.

410

What happens when you try to connect?

411

It says, can't connect to this network.

412

Okay.

413

First, please restart the laptop.

414

Then try again.

415

I restarted it, but it still doesn't work.

416

Thanks.

417

Next, please reset your network settings.

418

Go to Settings, then Network, then find Network Reset.

419

Okay.

420

I'm doing it now.

421

Beat.

422

Great.

423

After the reset, restart one more time.

424

Okay.

425

Now it connects.

426

Wonderful.

427

I'm glad it worked.

428

Me too.

429

Thank you.

430

Conversation 21.

431

Asking for product information.

432

New smartphone.

433

Beginner-friendly specs.

434

Not too many hard words.

435

Hi.

436

I want to know about your newest phone.

437

Sure.

438

Our newest model is the Sky Phone Pro.

439

It is fast and the battery lasts a long time.

440

What is the screen size?

441

It has a 6.6-inch display with bright colors.

442

How much memory does it have?

443

It comes with 8GB or 12GB of memory.

444

Storage options are 128GB and 256GB.

445

What colors can I choose?

446

Black, white, and green.

447

Nice.

448

Thanks.

449

You're welcome.

450

Conversation 22.

451

Extending a warranty.

452

Very practical for expensive items.

453

Hello, I want to extend the warranty on my laptop.

454

Sure.

455

What model is it and when did you buy it?

456

Brightbook Plus.

457

I bought it last September.

458

Thank you.

459

Beat.

460

Your warranty ends next month.

461

You can extend it for one year for $95 USD or two years for $170 USD.

462

I want the two-year option.

463

Great.

464

I added the two-year extended warranty.

465

You will receive a confirmation email today.

466

Perfect.

467

Anything else?

468

Conversation 23.

469

Leaving feedback.

470

Feedback can be kind and honest.

471

Hi.

472

I want to leave feedback about your service.

473

Thank you.

474

We appreciate that.

475

What would you like to share?

476

Your team is friendly, but your website is a little confusing.

477

I can't find simple help pages fast.

478

Thank you for the clear feedback.

479

I will share it with our website team.

480

Great.

481

And thank you for taking the time to tell us.

482

Conversation 24.

483

Following up on an old issue.

484

When there is no answer yet.

485

Hello, I reported an issue last week, but I did not get a reply.

486

I'm sorry about the delay.

487

Do you have a case number?

488

Yes, case number C90814.

489

Thank you.

490

I see your case is with our technical team now.

491

I will message them and get back to you today.

492

Okay, I really hope it is fixed soon.

493

I understand.

494

Thank you for your patience.

495

Conversation 25.

496

Subscribing to a new service.

497

Ending on something positive.

498

Hello.

499

I want to subscribe to your cloud storage service.

500

Great.

501

We have a few plans.

502

How much storage do you need?

503

Around 1 terabyte.

504

Our premium plan has 2 terabytes for $9.99 USD per month.

505

It includes automatic backup and sync on multiple devices.

506

That sounds good.

507

Please sign me up.

508

Done.

509

You will get a confirmation email in a few minutes.

510

Thank you.

511

You're welcome.

512

Okay, we did a lot today.

513

In a good way.

514

You did great, Henry.

515

Thank you.

516

I feel like I can call customer service now.

517

Maybe.

518

And you listeners can take these conversations and practice them again.

519

Repeat each line.

520

Copy the rhythm.

521

Also, try changing the details.

522

Change the product.

523

Change the dates.

524

Change the numbers.

525

Keep the same English.

526

Yes, that is real speaking practice.

527

Thanks for listening to Chill Talk English.

528

See you next time.

529

Bye!

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FOR YOU

이 레슨에 대해

이 레슨은 "How to Call Customer Service in English Conversation Practice" 동영상을 기반으로 하여, 실제 생활에서 고객 서비스 센터에 전화할 때 필요한 영어 말하기 연습을 집중적으로 다룹니다. 주문 문제, 계좌 잔액 확인, 인터넷 연결 오류와 같이 자주 겪는 상황들을 통해 영어를 연습할 수 있습니다.

이 동영상은 짧고 간단한 문장, 명확한 질문을 사용하여 쉐도잉 연습에 최적화되어 있습니다. 학습자들은 다양한 대화 시나리오를 통해 다음과 같은 것을 연습할 수 있습니다:

어휘 주제: 주문 번호, 배송 회사, 계좌 잔액, 연결 설정, 일시 대기 등 고객 서비스 관련 핵심 어휘.
문법 패턴: 정중한 요청(Can you tell me...?, I'd like to check...), 사과 표현(I'm sorry about that., I'm sorry to hear that.), 정보 확인 및 제공 문장.
말하기 맥락: 침착하고 정중하게 자신의 문제를 설명하고 해결책을 요청하는 연습. 고객 서비스 담당자와 고객 양쪽의 역할을 모두 연습하며 영어 유창성을 향상시킬 수 있습니다.

특히, 어려운 상황에서도 정중한 영어를 사용하는 것이 더 좋은 결과를 가져온다는 중요한 교훈을 얻을 수 있습니다. 이는 실질적인 영어 말하기 연습에 큰 도움이 될 것입니다.

주요 어휘 및 표현

I need help with an order.
주문 관련 도움이 필요합니다. (고객 서비스에 전화하여 가장 먼저 할 수 있는 말 중 하나입니다.)
It has not arrived.
아직 도착하지 않았습니다. (배송 지연 상황을 설명할 때 유용합니다.)
Can you tell me your order number, please?
주문 번호를 알려주시겠어요? (고객 서비스 상담사가 자주 묻는 질문입니다. 'account number', 'case number' 등으로 응용 가능합니다.)
I'd like to check my account balance.
계좌 잔액을 확인하고 싶습니다. (계정 정보를 문의할 때 정중하게 사용하는 표현입니다.)
Can I put you on hold for a moment?
잠시 기다려주시겠어요? (상담사가 정보를 확인하거나 다른 조치를 취할 때 사용하는 표현입니다. 고객 입장에서는 'Yes, that's fine.' 등으로 응답할 수 있습니다.)
I'm sorry to hear that.
유감입니다. (상대방의 불편함이나 문제를 공감하며 사과할 때 사용하는 정중한 표현입니다.)
Is there anything else I can do for you?
도와드릴 다른 일이 있으신가요? (상담사가 대화를 마무리하기 전 고객에게 추가 도움이 필요한지 물을 때 사용합니다.)

이 동영상 연습 팁

이 동영상은 효과적인 쉐도잉 기법을 통해 발음 연습과 영어 유창성을 동시에 향상시킬 수 있는 훌륭한 자료입니다. 다음 팁을 활용하여 최대의 학습 효과를 얻어보세요:

역할 바꿔 연습하기: 동영상에서 고객과 상담사 두 역할이 번갈아 나옵니다. 각 대화마다 두 역할을 모두 쉐도잉하여 실제 상황에 더 잘 대비하세요. 특히, 상담사 역할에서 'Can I help you today?', 'Thank you for calling'과 같은 시작 및 마무리 표현들을 익힐 수 있습니다.
정중한 어조에 집중: 동영상에서 강조하듯이, 정중하고 침착한 영어는 더 좋은 결과를 가져옵니다. 화가 나더라도 감정을 조절하며 말하는 연습을 통해 억양과 어조를 다듬으세요. 이는 IELTS 스피킹 시험에서도 고득점을 위한 중요한 요소입니다.
말하기 속도 조절: 처음에는 원어민의 말하기 속도를 따라가기 어렵다면, 동영상을 느리게 재생하거나 문장 단위로 끊어 들으면서 반복하세요. 정확한 발음 연습에 집중한 후 점차 속도를 높여 원어민의 리듬과 속도에 맞춰가는 것이 중요합니다.
핵심 문장 암기 및 응용: "I need help with an order.", "Can you tell me your order number?"와 같은 핵심 문장들은 일상생활에서 다양하게 응용될 수 있습니다. 이 문장들을 외우고, 다른 단어를 넣어 나만의 문장을 만들어보는 연습을 해보세요.
청취 후 즉시 반복: 쉐도잉 기법의 핵심은 원어민의 말을 듣는 즉시 따라 말하는 것입니다. 이는 뇌가 영어를 더 자연스럽게 처리하고, 말하기 근육을 단련하는 데 도움을 줍니다. 동영상에서 제시하는 짧고 명확한 문장들을 집중해서 따라 해보세요.

이 영상의 문법

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

문형	영상 속 표현
수동태 be + 과거분사 — 누가 하는지보다 무슨 일이 일어나는지에 초점	is cracked · is still not fixed · was processed
현재완료 have/has + 과거분사 — 과거의 일이 지금도 관련이 있을 때	has not arrived · has not shipped
“might / may” 가능성 might/may + 동사 — 가능하지만 확실하지 않은 일	may have · may take · may need
비교급 -er than / more … than — 두 대상을 비교	higher than

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.

섀도잉 방법: 단계별 전체 가이드 읽기 →

쉐도잉 연습: How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice) - 영상으로 영어 말하기 배우기

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이 동영상 연습 팁

이 영상의 문법

쉐도잉이란? 영어 실력을 빠르게 키우는 과학적 방법