Prática de Shadowing: 36 English Phrases For Professional Customer Service (FREE PDF Guide) - Aprenda a falar inglês com vídeo
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Hi everybody!
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In this lesson I'm going to show you 36 really great English phrases for professional customer service.
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The lesson is perfect for you if you work in a call center
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or if you ever need to deal with customers on the phone.
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And some of the most useful phrases you'll learn in this lesson will help you to deal with complaints and angry customers.
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But first we look at answering the call and greeting the customer.
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One of the simplest
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and most professional ways to answer the phone is to say
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hello followed by your company name this is followed by your
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name from customer service how can I help you today for
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example hello English for professionals this is Derek from customer service how can I help you today
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or hello thank you for calling English for professionals this is
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Derek from customer service speaking what can I help you with today
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Now we don't always get a positive response when we answer the call and greet the customer.
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Sometimes they have a problem that they want to tell us about.
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Here's what we can say.
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I'm very sorry to hear that.
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I'll do my best to resolve this for you now.
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Or I'm so sorry to hear that.
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If you could give me your name and order number, I'll start looking into this immediately. But what
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if you're not the right person to help the customer you may need to transfer them to a different person
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or department I understand I'm going to transfer you to our finance or sales
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or shipping department they'll be able to help you with this request matter issue please hold for a moment
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or I understand I'm going to put you through to our name of department
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so they can help resolve this issue is it okay
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if I put you on hold for a moment
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or I see let me transfer you to name of responsible person he
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or she is the right person to talk to
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and I'm sure he
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or she will be able to help you with this would you mind being on hold
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while I get in touch with him or her for you
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if you are the right person to help the customer you'll probably need to get some customer information from them.
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Absolutely.
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Could I please get your full name to check that order for you? Or, great.
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Could you please give me your customer or your account number?
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No problem.
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Do you happen to have the order number so I can bring it up?
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Do you happen to have is just slightly more friendly
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and polite than saying do you have
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and to bring something up means to bring it up on
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a screen in front of you I see could you please give me the account number listed on the invoice
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and you might also need to ask the customer for billing
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or credit card information could you please provide your current billing address or could you please verify your address.
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Could I please have your credit card number, CVV code and expiration date?
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The CVV code is a three -digit number that you should find on the back of your card.
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When dealing with customer requests or questions, we often need a few minutes to check or find other information.
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Here's what we can say in this situation.
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I see.
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I'm going to need a moment to check that for you.
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Can I put you on hold?
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Or I understand.
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Please give me a minute while I pull up that information.
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Would you mind being on hold while I do that?
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To pull up information is very similar to bring up.
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To pull it up on the screen in front of you.
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If we ask the customer to hold, it's very important to thank the customer for holding once we're back on the call with them.
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After checking the information it's very common to say the customer's
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name like a question to make sure they're still on the line then say thank you for holding i have
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that information for you now for example mr callan thank you for holding i have
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that information for you now
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or mr callan thank you for holding i'm sorry it took a little longer than expected
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or mr callan thank you for being so patient.
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I have all the details here now.
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And now it's time to move on to the unpleasant part.
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Dealing with problems, complaints, issues.
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And here's a tip for you.
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If there is a problem or issue of any kind, it doesn't matter whose fault it is, always show understanding for the customer's situation.
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And our first example is incorrect shipping address.
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It looks like your order was shipped to the wrong address.
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I'm very sorry about that.
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I'll correct that and organize a new order right now.
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It will leave our warehouse today and should arrive within and then give the time period.
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Example two, the delivery never arrives.
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I'm so sorry to hear that and then use the customer name.
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Let me bring up your order so we can see what happened and make sure that delivery arrives this time.
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Example 3, missing items.
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I'm so sorry about this mix -up.
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I will correct the order and get the missing items to you as soon as possible.
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Example 4, faulty products.
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I'm very sorry about the inconvenience.
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I know this is frustrating.
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I'll contact my supervisor immediately to see how we can resolve this for you.
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Is it okay if I call you back within the next and then say the number?
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Hours?
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Sometimes when there's an issue or a problem, customers can get quite angry or impatient.
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It's important to stay professional and calm and again to show understanding.
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I can appreciate how frustrating this must be.
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Let me contact my manager and get this resolved for you right now.
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Or I'm very sorry for the inconvenience.
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I know this isn't ideal.
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I'm going to look into this immediately and find out what went wrong and how we can put it right for you.
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Or, I know this is extremely inconvenient and I appreciate your patience.
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I'll make sure we resolve this for you today.
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Or, I'm going to do everything I can to get this resolved as soon as possible.
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And one more example, I totally understand.
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I would feel the same way.
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Please give me a moment to look into this and find the right solution for you.
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But what if we can't fully resolve the issue for the customer on that call?
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What do we say?
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Sorry and then use the customer's name.
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Can I check this with my manager and get back to you in the next hour? Or customer name.
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I'm afraid I'll need more time to look into this properly for you.
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Would you mind if I call you back in the afternoon
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when I found the right solution or the right option for you
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and here are some different ways to close the call thanks
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again for your call do you have any other questions
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or well I'm glad I could help you resolve this issue
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is there anything else I can help you with today
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or please feel free to get back in touch
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if there's anything else I can do for you great well thank you very much for calling
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and have a great day a great evening
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or a great weekend great thanks again
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and have a nice day I hope you liked this lesson
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and found it useful if you did give it a thumbs up and watch one of these next
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Vocabulário e dicas de fala para esta lição
Esta aula de conversação de nível B2 usa o vídeo “36 English Phrases For Professional Customer Service”. As palavras que mais se repetem: customer, issue, example, resolve, hold. Este vídeo tem 114 frases e 1284 palavras para praticar shadowing. A fala dura 8:11. O falante fala em ritmo natural, cerca de 157 palavras por minuto, próximo de uma conversa do dia a dia. 89% das palavras estão entre as 3.000 mais comuns do inglês, por isso o vocabulário é fácil de acompanhar.
Vocabulário principal deste vídeo
As 15 palavras mais avançadas do vídeo, com pronúncia e significado:
| Palavra | Pronúncia | Significado |
|---|---|---|
| resolve verbo | /ɹɪˈzɑlv/ | resolver, decidir |
| frustrate verbo | /ˈfɹʌsˌtɹeɪt/ | frustrar |
| inconvenience substantivo | /ɪnkənˈvinjəns/ | inconveniência, incómodo |
| greet verbo | /ɡɹiːt/ | saudar, cumprimentar |
| inconvenient adjetivo | /ˌɪn.kənˈviːni.ənt/ | inconveniente |
| invoice substantivo | /ˈɪnˌvɔɪs/ | fatura, guia de remessa |
| impatient adjetivo | /ɪmˈpeɪʃənt/ | impaciente |
| digit substantivo | /ˈdɪd͡ʒɪt/ | dígito, algarismo |
| unpleasant adjetivo | /ʌnˈplɛzn̩t/ | desagradável, injucundo |
| verify verbo | /ˈvɛɹɪfaɪ/ | verificar |
| polite adjetivo | /pəˈlaɪt/ | educado, polido |
| incorrect adjetivo | /ˌɪn.kəˈɹɛkt/ | incorreto |
| supervisor substantivo | /ˈsupɚˌvaɪzɚ/ | supervisor |
| organize verbo | /ˈɔɹɡənaɪz/ | organizar |
| thumb substantivo | /ˈθʌm/ | dedo polegar, polegar |
Phrasal verbs que você vai ouvir
| Palavra | Pronúncia | Significado |
|---|---|---|
| bring up verbo | criar | |
| pull up verbo | /ˌpʊl ˈʌp/ | puxar para cima |
| find out verbo | descobrir |
Frases que vale a pena repetir
Frases curtas e completas do vídeo que você pode usar na conversa do dia a dia:
- Here's what we can say.
- I'm very sorry to hear that.
- Could you please give me your customer or your account number?
- Here's what we can say in this situation.
- Can I put you on hold?
Pronúncia para ficar de olho
O falante usa 33 contrações e formas reduzidas, como I'm, I'll, you'll. Diga-as na forma curta, do jeito que você ouve.
- Os sons de “sh” e “zh”: expiration /ˌɛk.spɚˈeɪ̯.ʃən/, impatient /ɪmˈpeɪʃənt/, patience /ˈpeɪ̯.ʃəns/
- Palavras longas — acerte a sílaba tônica: inconvenience /ɪnkənˈvinjəns/, expiration /ˌɛk.spɚˈeɪ̯.ʃən/, inconvenient /ˌɪn.kənˈviːni.ənt/, supervisor /ˈsupɚˌvaɪzɚ/
Sons difíceis para falantes de português:
- Consoante final — sem acrescentar um “i” depois: frustrate /ˈfɹʌsˌtɹeɪt/, greet /ɡɹiːt/, inconvenient /ˌɪn.kənˈviːni.ənt/, impatient /ɪmˈpeɪʃənt/, digit /ˈdɪd͡ʒɪt/
Como praticar com este vídeo
- Ouça o vídeo inteiro uma vez sem falar e anote as palavras que você não conhece.
- Comece na velocidade 0,75×, faça shadowing frase por frase e volte à velocidade normal quando ficar fácil.
- Grave a sua voz e compare com o original, prestando atenção a palavras como resolve, frustrate, inconvenience.
O que é a Técnica de Shadowing?
Shadowing é uma técnica de aprendizado de idiomas com base científica, originalmente desenvolvida para o treinamento de intérpretes profissionais. O método é simples, mas poderoso: você ouve áudio em inglês nativo e repete imediatamente em voz alta — como uma sombra seguindo o falante com 1-2 segundos de atraso. Pesquisas mostram melhora significativa na precisão da pronúncia, entonação, ritmo, sons conectados, compreensão auditiva e fluência na fala.