Shadowing Practice: Handling an Angry Customer on the Phone - Learn English Speaking with Video
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34 sentences
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1
Thanks for calling customer support. How can I help you today?
2
Hi. Honestly, I'm extremely frustrated right now.
3
My order arrived five days late, and it's completely wrong!
4
Oh, I'm really sorry to hear that.
5
Could I take your name, please?
6
It's Collins. The order should be under my email.
7
Thanks, Mr. Collins. Yes, I've found your order.
8
A navy suit in size forty, is that right?
9
Exactly. But what I got is light grey!
10
And it's three sizes too big. It's useless!
11
I completely understand why you're upset.
12
That's definitely not the experience we want you to have.
13
The thing is, I needed it for a wedding.
14
My brother's getting married this Saturday!
15
Oh, I see. So time is really tight.
16
So can you just send the right one tomorrow?
17
Well, I don't want to make a promise I can't keep.
18
Standard delivery might not get there before Saturday.
19
Seriously? So I'm just out of luck, then?
20
Not necessarily. Let me check something for you.
21
Okay, good news! Our downtown store has your size.
22
I can reserve it for you to pick up tomorrow.
23
Wait, really? That would actually solve everything.
24
And I'll email you a free return label for the grey one.
25
Okay... that's a big relief, honestly.
26
I'm also refunding your shipping cost, of course.
27
And here's twenty percent off your next order.
28
Oh! That's very generous of you.
29
Look, I'm sorry I was so short with you earlier.
30
Please don't apologize. You had every right to be annoyed.
31
Is there anything else I can help you with?
32
No, that's everything. You've been really helpful.
33
Enjoy the wedding, and thanks for your patience!
34
Thanks! I'll pick it up first thing tomorrow.
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Vocabulary and speaking notes for this lesson
This B2 speaking lesson is built on the video “Handling an Angry Customer on the Phone”. This video has 34 sentences and 284 words to shadow. The speech runs for 2:01. The speaker talks at a steady 141 words per minute, a comfortable pace for shadowing. 85% of the words are among the 3,000 most common in English; the rest is worth studying before you start. 8 of its 34 sentences are questions, so it is good practice for question intonation and short answers.
Key vocabulary in this video
The 14 most advanced words in the video, with pronunciation and meaning:
| Word | Pronunciation | Meaning |
|---|---|---|
| grey adjective | /ɡɹeɪ/ | Commonwealth standard spelling of gray. |
| necessarily adverb | /ˌnɛs.əˈsɛɹ.ə.li/ | Inevitably; of necessity. |
| helpful adjective | /ˈhɛlp.fl̩/ | Furnishing help; giving aid; useful. |
| label noun | /ˈleɪ.bəl/ | A small ticket or sign giving information about something to which it is attached or intended to be attached. |
| solve verb | /sɒlv/ | To find an answer or solution to a problem or question; to work out. |
| downtown noun | /ˈdaʊ̯nˌtaʊ̯n/ | The main business part of a city or town, usually located at or near its center. |
| arrive verb | /əˈɹaɪv/ | To reach; to get to a certain place. |
| forty adjective | /ˈfoɹti/ | Resembling or characteristic of a fort. |
| generous adjective | /ˈd͡ʒɛn(ə)ɹəs/ | Noble in behaviour or actions; principled, not petty; kind, magnanimous. |
| patience noun | /ˈpeɪ̯.ʃəns/ | The quality of being patient. |
| 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 |
| refund noun | /ɹɪˈfʌnd/ | An amount of money returned. |
| annoy verb | /əˈnoɪ̯/ | To disturb or irritate, especially by continued or repeated acts; to bother with unpleasant deeds. |
| frustrate verb | /ˈfɹʌsˌtɹeɪt/ | To disappoint or defeat; to vex by depriving of something expected or desired. |
Phrasal verbs you will hear
| Word | Meaning |
|---|---|
| pick up verb | To lift; to grasp and raise. |
Sentences worth repeating
Short, complete lines from the video that you can reuse in everyday conversation:
- How can I help you today?
- Honestly, I'm extremely frustrated right now.
- Could I take your name, please?
- Yes, I've found your order.
- Is there anything else I can help you with?
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 | I've found · You've been |
| Future with “will” will + verb — a decision, promise or prediction | I'll email · I'll pick |
Pronunciation to watch
The speaker uses 13 contractions and reduced forms, such as I'm, don't, I'll. Say them the short way, as you hear them.
- Long words — get the stress right: necessarily /ˌnɛs.əˈsɛɹ.ə.li/, apologize /əˈpɑləˌd͡ʒaɪz/
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 grey, necessarily, helpful.
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.