Shadowing Practice: English for Call Centers 🙋🏻♀️ | Role Play Practice | Shipping Trouble Mock Call - Learn English Speaking with Video
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30 sentences
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call center shipping problems role play number one call center agent and caller
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hello thank you for calling max warehouse this is gloria how may i help you
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hi gloria i'm trying to check on my order certainly sir i'll be happy to check on that for you thank you may i have your phone number or the order number please sure my phone number is
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seven 820-704-5678 thank you could i please have the billing zip code for your order it's nine one three six two is this mr wallace yes that's right you order the sliding shower door
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with the rain glass is that correct yes that's right i ordered it about a month ago
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okay mr wallace let me try tracking the order for you thanks i appreciate that bear with me this may take a few minutes that's fine okay your order has arrived at the destination port
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do you know when it will be delivered to the store i don't see any information on my end
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when i ordered the shower door the website said that it would be delivered in two weeks
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i do apologize for the delay we have been experiencing supply chain issues
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unfortunately there have been delays on most orders i really wish they had told me that when i ordered i apologize for the inconvenience mr wallace let me put a note on the order could we
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text you if there is an update yeah that's fine i'd appreciate that do you have any idea when the order might arrive i'm afraid i don't have any other information we do appreciate your patience
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hmm okay i'll give it another week or so again mr wallace i am very sorry for the delay
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well i hope it arrives soon is there anything else i can help you with today no just looking forward to receiving my order i understand sir thanks for trying thank you for
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calling mr wallace call center shipping problems role play number two call center agent and caller
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hello thank you for calling the very best furniture company my name is james how may i help you hello james i would like to check on the status of my order
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of course ma'am i would be happy to check on that for you may i please have your last name and telephone number my last name is davis and my telephone number is 451-833-8901
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please wait just a moment while i pull up your order okay thank you i found your order miss davis
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could i please have your billing address zip code really fine my zip code is eight four three three zero thank you miss davis you ordered the dining room set is that correct
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yes that's correct do you have any idea when my order will arrive our system shows that it's still in transit you know i ordered this furniture set almost two months ago miss davis i am
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truly sorry for the delay we are experiencing shipping problems due to the supply chain crisis
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so you don't know when it will arrive
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i can make a request to the warehouse to send us an update then we can call you with the information the sales agent said it would take less than a month when i bought this furniture
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i am so sorry miss davis let me see if i can get you an update in the next 24 hours
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that would be helpful i really wanted to have my new furniture for the holidays
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i am deeply sorry for the inconvenience i understand i'm just frustrated with the situation
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is there anything else i can help you with today miss davis i just want my furniture please let me know when you get the update we will certainly do that ma'am i'd appreciate that
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sorry could i have your name again of course miss davis it's james thank you for your help james
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again i'm extremely sorry for the shipping delay i know i know it's the supply chain
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thank you for calling goodbye remember to watch our other roleplay videos
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Vocabulary and speaking notes for this lesson
This video has 30 sentences and 688 words to shadow. The speech runs for 6:29. The speaker talks slowly, about 106 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
15 words from the video worth learning, with pronunciation and meaning:
| Word | Pronunciation | Meaning |
|---|---|---|
| delay noun | /dɪˈleɪ̯/ | A period of time before an event occurs; the act of delaying; procrastination; lingering inactivity. |
| arrive verb | /əˈɹaɪv/ | To reach; to get to a certain place. |
| furniture noun | /ˈfɝ.nɪ.t͡ʃɚ/ | Large movable item(s), usually in a room, which enhance(s) the room's characteristics, functionally or decoratively. |
| telephone noun | /ˈtɛləˌfoʊn/ | A telecommunication device which converts data or sounds (usually speech) into electrical signals which are then transmitted to enable two or more people to… |
| 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 |
| warehouse noun | /ˈwɛə(ɹ)haʊs/ | A facility for storing large amounts of merchandise or products. |
| inconvenience noun | /ɪnkənˈvinjəns/ | The quality of being inconvenient. |
| caller noun | /ˈkɔːlə/ | The person who makes a telephone call. |
| deeply adverb | /ˈdi(ː)pli/ | To a deep extent or degree; very greatly. |
| helpful adjective | /ˈhɛlp.fl̩/ | Furnishing help; giving aid; useful. |
| goodbye | /ɡʊdˈbaɪ/ | Farewell; a formula used to another person or persons when the speaker, writer, or person addressed is departing. |
| slide noun | /ˈslaɪ̯d/ | An item of play equipment that children can climb up and then slide down again. |
| destination noun | /dɛstɪˈneɪʃən/ | The place set for the end of a journey or to which something is sent; place or point aimed at. |
| patience noun | /ˈpeɪ̯.ʃəns/ | The quality of being patient. |
| transit noun | /ˈtɹæn.zɪt/ | The act of passing over, across, or through something. |
Phrasal verbs you will hear
| Word | Pronunciation | Meaning |
|---|---|---|
| look forward to verb | To anticipate, expect, or wait for, especially with a feeling of approval or pleasure; to be excited or eager to. | |
| pull up verb | /ˌpʊl ˈʌp/ | To lift upwards or vertically. |
Pronunciation to watch
The speaker uses 11 contractions and reduced forms, such as I'm, don't, I'd. Say them the short way, as you hear them.
- The “sh” and “zh” sounds: destination /dɛstɪˈneɪʃən/, patience /ˈpeɪ̯.ʃəns/
- Long words — get the stress right: apologize /əˈpɑləˌd͡ʒaɪz/, inconvenience /ɪnkənˈvinjəns/, destination /dɛstɪˈneɪʃən/
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 delay, arrive, furniture.
Grammar in this video
The structures the speaker uses most, with the exact words from the video:
| Structure | In the video |
|---|---|
| Present perfect have/has + past participle — a past action that still matters now | has arrived · have been |
| Passive voice be + past participle — the focus is on what happens, not who does it | will be delivered · would be delivered |
| Possibility with “might / may” might/may + verb — something that is possible but not certain | may take · might arrive |
| Future with “will” will + verb — a decision, promise or prediction | i'll be · will be · i'll give |
What is the Shadowing Technique?
Shadowing is a science-backed language learning technique originally developed for professional interpreter training and popularized by polyglot Dr. Alexander Arguelles. The method is simple but powerful: you listen to native English audio and immediately repeat it out loud — like a shadow following the speaker with just a 1–2 second delay. Unlike passive listening or grammar drills, shadowing forces your brain and mouth muscles to simultaneously process and reproduce real speech patterns. Research shows it significantly improves pronunciation accuracy, intonation, rhythm, connected speech, listening comprehension, and speaking fluency — making it one of the most effective methods for IELTS Speaking preparation and real-world English communication.