Shadowing Practice: What Level of Customer Service Does YOUR Organization Provide? - Learn English Speaking with Video

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71 sentences

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It's called the six levels of service and it starts low with the word basic.

What does that mean?

Bare minimum.

Does that ever happen?

Yeah, and when it does, the experience someone else gets is just basic.

It goes like this.

Basic.

Everyone, go.

How do you feel?

just saying it brings you down and that's not where you want to be so let's take one step up

and now we're talking industry average compliant tick the box make

sure everything is done according to the service level agreement meet

the specifications do what is expected here's how you say

this cross your arms please everybody cross your arms take the sound of your voice

and movement up in your nose like this.

Expectant.

Now that's not where you want to be.

So let's take another step.

When you serve someone the way they like it, the way they hope for, the way they prefer, then the word is desired.

And here's how to say it.

Take your shoulders and roll them.

Ready?

Everybody roll your shoulders.

Come on.

Morning exercise.

Here we go.

Roll, roll, roll.

What's matter your shoulders broken sir yeah there we go okay and now add the sound like this desire

ready one two three go tell your partner how well he did that we have three levels ready down low is

basic cross your arms and back shoulders desire what's higher than desired when you serve someone in a way that's unexpected,

but they like it.

It's like getting a little gift and they go, oh, what a nice surprise.

Take your hands and go like this.

Surprising.

Ready?

One, two, three.

Surprising.

Very good.

What's higher than surprising?

Astonishing, extraordinary, incredible, amazing.

I call it unbeat.

And here's how you say it.

One, two.

Yeah, yeah, yeah, yeah.

I got a bunch of people going, hold on, hold on.

What's on the bottom?

What's below basic?

Terrible.

Unacceptable.

Horrible.

So bad, I make a little joke, and I call it criminal.

I don't mean break of the law.

Did you see ethics up there?

Uh -uh.

But I do mean break of promise.

Have you ever had someone in this room say to you, I'll call you back this afternoon?

And you did not get the call?

Now they may say, oh, that's expected.

But the experience you have is that someone lets you down.

We're going to go out into the world with a brand new,

gorgeous, delicious, incredible, market record setting brand with a promise that says integrated complete

Pifa from the cradle to grave if we don't deliver on

that what level could

that be for our customers below the bare minimum here's how to say

it put your hands together like handcuffs ready everybody go like

this criminal one two three criminal one step up basic cross your arms

and spank shoulders desire hands surprising

fist come on give me one ABC unbelievable unbelievable one two three

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Vocabulary and speaking notes for this lesson

This speaking lesson is built on the video “What Level of Customer Service Does YOUR Organization Provide?”. The speaker keeps coming back to these words: shoulders, roll, surprising, arms, cross. This video has 71 sentences and 532 words to shadow. The speech runs for 4:22. The speaker talks at a steady 122 words per minute, a comfortable pace for shadowing. 89% of the words are among the 3,000 most common in English, so the vocabulary is easy to follow. 11 of its 71 sentences are questions, so it is good practice for question intonation and short answers.

Key vocabulary in this video

15 words from the video worth learning, with pronunciation and meaning:

Word	Pronunciation	Meaning
unbelievable adjective	/ˌʌnbɪˈliːvəbl̩/	Not to be believed.
practical adjective	/ˈpɹæk.tɪ.kəl/	Relating to, or based on, practice or action rather than theory or hypothesis.
horrible adjective	/ˈhɔɹ.ɪ.bəl/	Causing horror; terrible; shocking.
resource noun	/ɹɪˈzɔːs/	Something that one uses to achieve an objective, e.g. raw materials or personnel.
extraordinary adjective	/ɪksˈtɹɔːrdɪn(ə)ɹi/	Out of the ordinary; exceptional; unusual.
gorgeous adjective	/ˈɡoɹd͡ʒəs/	Sumptuously dressed.
delicious adjective	/dɪˈlɪ.ʃəs/	Pleasing to the sense of taste; tasty.
grave noun	/ɡɹeɪv/	An excavation in the earth as a place of burial.
unexpected adjective	/ʌnɪkˈspɛktɪd/	Not expected, anticipated or foreseen.
ethics noun	/ˈɛθ.ɪks/	Morality.
insight noun	/ˈɪnsaɪ̯t/	A sight or view of the interior of anything; a deep inspection or view; introspection; frequently used with into.
subscribe verb	/səbˈskɹaɪb/	To write (one’s name) at the bottom of a document; to sign (one's name).
dedication noun	/ˌdɛdɪˈkeɪʃən/	The act of dedicating or the state of being dedicated.
fist noun	/fɪst/	A hand with the fingers clenched or curled inward.
unacceptable adjective	/ˌʌn.ækˈsɛp.tə.bl̩/	Unsatisfactory; not acceptable.

Phrasal verbs you will hear

Word	Meaning
step up verb	To increase, augment, or advance, especially by one or more steps.

Sentences worth repeating

Short, complete lines from the video that you can reuse in everyday conversation:

How do you feel?
I don't mean break of the law.
Did you see ethics up there?

Pronunciation to watch

The speaker uses 5 contractions and reduced forms, such as don't, we're, I'll. Say them the short way, as you hear them.

The “sh” and “zh” sounds: delicious /dɪˈlɪ.ʃəs/, dedication /ˌdɛdɪˈkeɪʃən/, astonish /əˈstɑnɪʃ/
Long words — get the stress right: unbelievable /ˌʌnbɪˈliːvəbl̩/, extraordinary /ɪksˈtɹɔːrdɪn(ə)ɹi/, unexpected /ʌnɪkˈspɛktɪd/, dedication /ˌdɛdɪˈkeɪʃən/, unacceptable /ˌʌn.ækˈsɛp.tə.bl̩/

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 unbelievable, practical, horrible.

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.

Shadowing technique: read the full step-by-step guide →

Shadowing Practice: What Level of Customer Service Does YOUR Organization Provide? - Learn English Speaking with Video

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