Shadowing Practice: How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice) - Learn English Speaking with Video
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1
Hello everyone, and welcome back to Chill Talk English.
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 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.
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?
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Henry.new at mail.com Done.
296
I updated it to Henry.new at mail.com Great.
297
Thank you.
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You're welcome.
299
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.
313
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.
318
Take your time and choose what fits your life.
319
Conversation 15.
320
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.
325
What is your order number?
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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.
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After sales service, TV problem.
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Now we schedule a technician.
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Hello.
340
My TV has sound, but the screen is black.
341
I'm sorry to hear that.
342
What model is your TV?
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It's the ViewMax 50.
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Thank you.
345
We may need to send a technician to check it.
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What day works for you?
347
Saturday morning is good.
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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.
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Order status update.
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When people are excited, they ask a lot.
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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.
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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.
375
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.
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?
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Yes, we will email you a return label with simple instructions.
383
Okay, thanks.
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You're welcome.
385
Conversation 19.
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Payment failed at checkout.
387
This happens to everyone, even me.
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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.
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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.
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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.
410
What happens when you try to connect?
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It says, can't connect to this network.
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Okay.
413
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.
416
Thanks.
417
Next, please reset your network settings.
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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?
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It comes with 8GB or 12GB of memory.
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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.
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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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Woordenschat en spreektips bij deze les
Deze spreekles op niveau A2 is gebaseerd op de video “How to Call Customer Service in English Conversation Practice”. Deze woorden komen het vaakst terug: conversation, email, account. Deze video bevat 529 zinnen en 2534 woorden om na te spreken. Het gesproken deel duurt 21:56. De spreker praat in een gelijkmatig tempo van ongeveer 116 woorden per minuut, prettig om te shadowen. 83% van de woorden hoort bij de 3.000 meest gebruikte Engelse woorden; de rest kun je beter vooraf bekijken.
Belangrijke woorden in deze video
15 woorden uit de video die het leren waard zijn, met uitspraak en betekenis:
| Woord | Uitspraak | Betekenis |
|---|---|---|
| restart werkwoord | /ˈɹiːˌstɑɹt/ | herbeginnen |
| laptop zelfstandig naamwoord | /ˈlæp.tɑp/ | laptop, notebook |
| refund zelfstandig naamwoord | /ɹɪˈfʌnd/ | teruggave |
| arrive werkwoord | /əˈɹaɪv/ | aankomen, arriveren |
| connect werkwoord | /kəˈnɛkt/ | verbinden |
| feedback zelfstandig naamwoord | /ˈfiːdˌbæk/ | terugkoppeling |
| reset werkwoord | /ɹiːˈsɛt/ | herinitialiseren, terugstellen |
| extend werkwoord | /ɛkˈstɛnd/ | uitbreiden |
| confirmation zelfstandig naamwoord | /ˌkɑn.fəɹˈmeɪ.ʃən/ | bevestiging |
| password zelfstandig naamwoord | /ˈpæs.wɜɹd/ | wachtwoord |
| replacement zelfstandig naamwoord | /ɹɪˈpleɪsmənt/ | vervanger, plaatsvervanger |
| cancel werkwoord | /ˈkæn.sl̩/ | doorhalen, schrappen |
| polite bijvoeglijk naamwoord | /pəˈlaɪt/ | beleefd |
| technician zelfstandig naamwoord | /tɛkˈnɪʃən/ | technicus, technieker |
| package zelfstandig naamwoord | /ˈpæk.ɪd͡ʒ/ | pak |
Phrasal verbs die je zult horen
| Woord | Betekenis |
|---|---|
| come back werkwoord | terugkomen |
Zinnen om te herhalen
Korte, volledige zinnen uit de video die je in alledaagse gesprekken kunt gebruiken:
- How can I help you today?
- Can you tell me your order number, please?
- Is there anything else I can do for you?
- Can you share your account number, please?
- Can I also see my recent payments?
Grammatica in deze video
De structuren die de spreker het meest gebruikt, met de exacte woorden uit de video:
| Structuur | In de video |
|---|---|
| Lijdende vorm be + voltooid deelwoord — het gaat om wat er gebeurt, niet om wie het doet | is cracked · is still not fixed · was processed |
| Present perfect have/has + voltooid deelwoord — iets uit het verleden dat nu nog telt | has not arrived · has not shipped |
| Mogelijkheid met “might / may” might/may + werkwoord — iets is mogelijk maar niet zeker | may have · may take · may need |
| Vergrotende trap -er than / more … than — twee dingen vergelijken | higher than |
Uitspraak om op te letten
De spreker gebruikt 43 samentrekkingen en verkorte vormen, zoals I'm, you're, can't. Spreek ze kort uit, zoals je ze hoort.
- De “th”-klanken: rhythm /ˈɹɪð.əm/, empathy /ˈɛmpəθi/
- De klanken “sh” en “zh”: confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, technician /tɛkˈnɪʃən/, instruction /ɪnˈstɹʌkʃən/, refresh /ɹɪˈfɹɛʃ/, shadow /ˈʃædəʊ̯/
- Lange woorden — let op de klemtoon: confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, supervisor /ˈsupɚˌvaɪzɚ/, automatic /ˌɔː.təˈmæt.ɪk/
Klanken die Nederlandstaligen lastig vinden:
- Stemhebbende eindmedeklinker — /b/, /d/, /g/, /z/, /v/ niet verscherpen: refund /ɹɪˈfʌnd/, arrive /əˈɹaɪv/, extend /ɛkˈstɛnd/, password /ˈpæs.wɜɹd/, package /ˈpæk.ɪd͡ʒ/
- /æ/ — opener dan de Nederlandse “e”: laptop /ˈlæp.tɑp/, feedback /ˈfiːdˌbæk/, password /ˈpæs.wɜɹd/, cancel /ˈkæn.sl̩/, package /ˈpæk.ɪd͡ʒ/
- /g/ — een harde plofklank, geen Nederlandse “g”: logo /ˈloʊ.ɡoʊ/, beginner /bəˈɡɪnɚ/
Zo oefen je met deze video
- Luister de hele video één keer zonder te spreken en noteer de woorden die je niet kent.
- Spreek zin voor zin na op normale snelheid en herhaal elke zin tot je ritme gelijk is aan dat van de spreker.
- Neem jezelf op en vergelijk met het origineel; let daarbij op woorden als restart, laptop, refund.
Wat is de Shadowing-techniek?
Shadowing is een wetenschappelijk onderbouwde taalleermethode die oorspronkelijk is ontwikkeld voor professionele tolkentraining en gepopulariseerd door polyglot Dr. Alexander Arguelles. De methode is eenvoudig maar krachtig: je luistert naar native Engelse audio en herhaalt het onmiddellijk hardop — als een schaduw die de spreker volgt met slechts 1–2 seconden vertraging. In tegenstelling tot passief luisteren of grammaticadrills, dwingt shadowing je hersenen en mondspieren om echte spraakpatronen tegelijkertijd te verwerken en te reproduceren. Onderzoek toont aan dat het de uitspraaknauwkeurigheid, intonatie, ritme, verbonden spraak, luisterbegrip en spreekvaardigheid aanzienlijk verbetert — waardoor het een van de meest effectieve methoden is voor IELTS Speaking-voorbereiding en echte Engelse communicatie.