Prática de Shadowing: Angry Customer Demands Refund | Call Center Role Play - Aprenda a falar inglês com vídeo
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1
Angry customer demands refund.
2
Call center role play.
3
Call center agent and customer.
4
Thank you for calling Everline Services.
5
My name is Brian.
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How may I assist you today?
7
Yes, hello.
8
I was just charged twice for the same service yesterday.
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This is ridiculous.
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I want my money back immediately.
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I'm very sorry to hear that.
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I can imagine how frustrating that must be.
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Let me check your account and see what happened.
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May I have your full name and the last four digits of your customer ID to verify your account?
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My name is Ashley Funston, and my customer ID ends in...
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Hold on a sec.
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Yeah, it's 4732.
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Thank you.
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Please give me a moment while I pull up your details.
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Okay, I have your account in front of me.
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I do see two identical charges for the Home Plus subscription from yesterday.
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Exactly.
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But I only signed up once.
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Why are there two charges?
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It appears the system processed the payment twice due to a server error during checkout.
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You were not the only customer affected yesterday.
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We've already started reviewing these cases.
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Well, I really wish you had let me know before I was forced to call you guys.
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You know, this is not the first time I've had a billing issue with your company.
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I completely understand your concern, and I truly apologize for the inconvenience.
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I'll begin the refund process right away and escalate the issue to our technical team, so it doesn't happen again.
32
Fine.
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Do you have any idea how long it will take to get my money back?
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The refund will typically reflect on your original payment method within three to five business days, depending on your credit card company.
35
To speed things up, I'm marking this case as urgent and have noted that this is a repeat issue on your account.
36
That's still kind of long.
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I need that money to pay other bills this week.
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I understand completely.
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If the amount hasn't shown up after three business days, I'll personally follow up with our billing team for you.
40
Also, may I offer you a one-month service credit for the inconvenience?
41
Hmm, okay.
42
At least that's something.
43
But I'm warning you, this better not happen again.
44
I don't have time to wait on hold and deal with you people.
45
I'm so tired of calling customer service again and again.
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I understand how frustrating that must be, and I appreciate you sharing that with me.
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It's our responsibility to make things right, and I will do my best to ensure this issue is resolved smoothly.
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I'm also creating a support ticket with your complaint so it can be reviewed by our management team.
49
Well, I'm not sure how that's going to help me pay my bills this week, but whatever.
50
So I'll get my refund in about three days and one month of credit.
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Is that right?
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Yes, that's correct.
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You'll also receive a confirmation email shortly with all the details and a reference number.
54
Is there anything else I can assist you with today, Ms. Funston?
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No, I guess that covers it.
56
Just make sure I actually get the money back.
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Like I said, I really need the money this week.
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Absolutely.
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I've taken care of it, and I'll keep an eye on your case personally.
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Thank you again for your patience, and I apologize once more for the inconvenience.
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We truly appreciate your business.
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Yeah, yeah, save it for the next person.
63
At least you seem to have tried, but your company is really awful.
64
I appreciate your feedback, ma'am.
65
Goodbye.
66
Remember to watch our other roleplay videos.
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Vocabulário e dicas de fala para esta lição
Esta aula de conversação de nível B1 usa o vídeo “Angry Customer Demands Refund”. As palavras que mais se repetem: customer, refund, account, issue, inconvenience. Este vídeo tem 66 frases e 609 palavras para praticar shadowing. A fala dura 3:41. O falante fala em ritmo natural, cerca de 165 palavras por minuto, próximo de uma conversa do dia a dia. 84% das palavras estão entre as 3.000 mais comuns do inglês; vale a pena estudar o restante antes de começar.
Vocabulário principal deste vídeo
As 15 palavras mais avançadas do vídeo, com pronúncia e significado:
| Palavra | Pronúncia | Significado |
|---|---|---|
| refund substantivo | /ɹɪˈfʌnd/ | reembolso |
| inconvenience substantivo | /ɪnkənˈvinjəns/ | inconveniência, incómodo |
| frustrate verbo | /ˈfɹʌsˌtɹeɪt/ | frustrar |
| apologize verbo | /əˈpɑləˌd͡ʒaɪz/ | desculpar-se, apologizar |
| escalate verbo | /ˈɛs.kə.leɪt/ | intensificar |
| checkout substantivo | /ˈt͡ʃɛkˌaʊt/ | caixa |
| smoothly advérbio | /ˈsmuːðli/ | suavemente |
| digit substantivo | /ˈdɪd͡ʒɪt/ | dígito, algarismo |
| verify verbo | /ˈvɛɹɪfaɪ/ | verificar |
| subscription substantivo | /səbˈskɹɪpʃən/ | subscrição, assinatura |
| confirmation substantivo | /ˌkɑn.fəɹˈmeɪ.ʃən/ | confirmação |
| urgent adjetivo | /ˈɜː.d͡ʒənt/ | urgente |
| resolve verbo | /ɹɪˈzɑlv/ | resolver, decidir |
| patience substantivo | /ˈpeɪ̯.ʃəns/ | paciência |
| depend verbo | /dɪˈpɛnd/ | depender |
Phrasal verbs que você vai ouvir
| Palavra | Pronúncia | Significado |
|---|---|---|
| pull up verbo | /ˌpʊl ˈʌp/ | puxar para cima |
| sign up verbo | subscrever |
Gramática neste vídeo
As estruturas que o falante mais usa, com as palavras exatas do vídeo:
| Estrutura | No vídeo |
|---|---|
| Present perfect have/has + particípio passado — uma ação passada que ainda importa agora | We've already started · I've had · have noted |
| Voz passiva be + particípio passado — o foco está no que acontece, não em quem faz | was just charged · was forced · is resolved |
| Futuro com “will” will + verbo — uma decisão, promessa ou previsão | I'll begin · will take · will typically reflect |
| Present continuous am/is/are + -ing — algo que está acontecendo agora ou nestes dias | I'm marking · I'm warning · I'm also creating |
Pronúncia para ficar de olho
O falante usa 17 contrações e formas reduzidas, como I'm, I'll, I've. Diga-as na forma curta, do jeito que você ouve.
- Os sons de “sh” e “zh”: subscription /səbˈskɹɪpʃən/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, patience /ˈpeɪ̯.ʃəns/
- Palavras longas — acerte a sílaba tônica: inconvenience /ɪnkənˈvinjəns/, apologize /əˈpɑləˌd͡ʒaɪz/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/
Sons difíceis para falantes de português:
- Consoante final — sem acrescentar um “i” depois: refund /ɹɪˈfʌnd/, frustrate /ˈfɹʌsˌtɹeɪt/, escalate /ˈɛs.kə.leɪt/, checkout /ˈt͡ʃɛkˌaʊt/, 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 refund, inconvenience, frustrate.
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.