Практика Shadowing: Don’t Panic! How to Complain in English When Your Package is Missing - Изучайте разговорный английский по видео
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1
Tom, are you still on hold?
2
It's been 40 minutes.
3
43. And if that song plays one more time, I'm going to scream.
4
Just stay calm.
5
You really need that package, right?
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Lily, I told you.
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It's a surprise.
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Don't say what's inside.
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Somebody might hear.
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Who is going to hear?
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It's a phone line.
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Wait, wait.
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Someone picked up.
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Hello?
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Hello?
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Yes, hi.
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My name is Tom, and I'm calling about my package.
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It says delivered, but...
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Here we go.
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Hello, hello, and welcome to Daily English Talk.
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I'm Lily.
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And I'm Tom.
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Yes, that was me on the phone yesterday morning.
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Yes, I was on hold for 43 minutes.
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No, I don't want to talk about the music.
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Today we're learning phone English for a very real problem.
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What do you say when you call customer service because your package never came?
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I have a lot of experience with this one now.
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And that's good news for you because Tom made every mistake so you don't have to.
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By the end of this episode, you'll know the exact words to use when you call a company and something went wrong.
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Before we start, if this is your first time here, welcome to the family.
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Please hit that subscribe button and the little bell.
33
We upload a new English lesson every single day.
34
And if you've been with us for a while, thank you so much.
35
You're the reason we do this.
36
Okay, before we start, I have a question for you, our listeners.
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Did you hear how
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Tom kept whispering about the box?
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He wouldn't tell me what's inside.
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Not even now.
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My lips are sealed.
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So, what do you think is inside
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Tom's missing box?
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Think about it while we talk and tell us your guess in the comments.
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Oh, I'm going to enjoy reading those.
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Okay, Tom, start from the beginning.
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What happened with the package?
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So, I ordered it two weeks ago.
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The website said it would arrive on Tuesday.
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On Tuesday afternoon, my phone buzzed.
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A message from the delivery company.
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Your package has been delivered.
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Great news, right?
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Great news.
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I ran downstairs.
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I looked by the front door.
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I looked in the mailroom.
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I looked behind the big plant in the lobby.
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Nothing.
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Nothing at all?
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Nothing.
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So I opened the tracking page and there was a photo.
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A photo of my package sitting on a porch.
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So what's the problem?
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Lily, I live in an apartment.
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I don't have a porch.
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And in the photo, the door was bright yellow and next to it there was a big pink flamingo statue.
68
A flamingo?
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A flamingo!
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Wearing little sunglasses!
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Stop it.
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I can't breathe.
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I'm serious.
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Somewhere in this city, there's a yellow door and a flamingo, and my box is sitting right there.
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Okay, so you called the company?
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Yes, and my first call was a disaster.
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Let me show you.
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Pretend you're the customer service agent, and I'll be me yesterday.
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Okay.
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Hello, thank you for calling QuickShip.
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How can I help you?
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Hey, my box is gone.
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It's not here.
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Where is it?
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Sir, please slow down. Which box?
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You see?
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Too fast, no information, and a little bit rude without meaning to be. That happens to everyone.
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When we're upset, our English gets messy.
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The good news is, you can fix it with a few simple phrases.
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And on my second call, that's exactly what I did.
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So today, let's learn those phrases one by one.
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Let's do it.
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Okay, grammar time.
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Today we have two small but powerful things.
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First, how to ask politely with could you.
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Why could and not can?
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Good question.
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Can you help me is okay with friends, but with a stranger on the phone, could you help me sounds softer and more polite.
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Same meaning, nicer feeling.
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So instead of check my order, I say...
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Could you check my order, please?
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Could you check my order, please?
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Ah, that sounds so much better.
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Here are more.
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Could you repeat that, please?
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Could you spell that for me?
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Could you hold on a moment?
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And the second thing?
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The second one is for problems.
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When something should have happened but didn't, we use hasn't or haven't with the past participle.
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My package hasn't arrived.
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I haven't received my refund.
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Why not didn't arrive?
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Great question, Tom.
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Didn't arrive is also correct, but hasn't arrived tells the listener that the problem is still going on right now.
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It's still missing.
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That's exactly what you want to say to a company.
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Oh, so hasn't arrived means I'm still waiting.
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Exactly.
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Try one, Tom.
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Your package, but with hasn't.
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My package hasn't arrived yet, and it's been two weeks.
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Perfect.
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Notice the word yet.
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It goes at the end, and it's a very natural friend for hasn't.
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It hasn't arrived yet.
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Got it.
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I'll never forget it because I said it about 50 times this week.
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Okay, now for the phrases that saved
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Tom's second phone call.
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We have eight today.
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Ready?
133
Ready.
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Our first phrase is tracking number.
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It's the long code that follows your package from the store to your home.
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And the agent always asks for it first.
137
On my first call, I didn't have it.
138
I had to run to my computer, and I'm pretty sure I knocked over my coffee.
139
Of course you did.
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So here's the tip.
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Before you call, find your tracking number and keep it ready.
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And the agent might say, could you give me your tracking number, please?
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And you say, sure, it's 4729, and then you read it slowly, number by number.
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Slowly is the key.
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Phone lines are not always clear.
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Phrase number two is the best way to start any call.
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I'm calling about.
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So after hello, you say, I'm calling about my order.
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Yes, or I'm calling about a missing package, or I'm calling about a problem with my delivery.
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It tells the agent right away what you need.
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On my first call, I said, My box is gone.
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Where is it?
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On my second call, I said, Hello, my name is Tom, and I'm calling about a package that hasn't arrived.
154
And what happened?
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The agent's voice changed.
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She sounded so much friendlier.
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She said, Of course, Tom.
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I'd be happy to help you.
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See?
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Polite and clear.
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That's the magic.
162
Okay, Tom, this one is a personal favorite of yours. On hold.
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Forty -three minutes, Lily.
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On hold means you're waiting on the phone and usually there's music.
165
And the agent can say, could you hold on a moment?
166
Or, can I put you on hold for a minute?
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So what should the customer say?
168
Just say, sure, no problem.
169
Or, of course, easy and polite.
170
Except I said, please don't leave me alone with that song.
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You didn't.
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I did.
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And the agent laughed, so I think it worked out.
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Next, reference number.
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This is different from the tracking number.
176
A reference number is a code the company gives you for your call or your complaint.
177
Why is it important?
178
Because if you call again, you don't have to explain everything from scratch.
179
You just say, my reference number is, and they can see the whole story.
180
On my second call, I asked, could you give me a reference number for this complaint, please?
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Very smart, Tom.
182
I wrote it on my hand because I couldn't find any paper.
183
Then I washed my hands.
184
Tom!
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I had to call back and ask again.
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So write it on paper, my friends, not on your hand.
187
Phrase number five is a big one, to file a complaint.
188
It means to officially tell the company something went wrong and I want you to fix it.
189
Is complaint a bad word?
190
It sounds a little angry.
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It isn't bad at all.
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It's a normal word in customer service.
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You can say, I'd like to file a complaint, please.
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And you can stay very calm and polite while you say it.
195
Exactly.
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The words are strong, but your voice stays friendly.
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So I said, I'd like to file a complaint about my delivery.
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The tracking says it was delivered, but I haven't received it.
199
Wow, that was really clear.
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I practiced in the shower.
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Of course you did.
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Number six is for when the first agent can't solve the problem.
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I'd like to speak to a supervisor.
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Or could I speak to a manager, please?
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I needed this one.
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The first agent said, I'm sorry, sir, there's nothing I can do.
207
The system says it was delivered.
208
Oh, no. What did you say?
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I took a deep breath and I said, I understand, but could I speak to a supervisor, please?
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I'd like to explain the problem.
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And what happened?
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She said, of course, one moment.
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And I got another 40 minutes of music.
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Oh, Tom.
215
But the supervisor was really nice.
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She listened to the whole story, even the part about the flamingo.
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You told her about the flamingo?
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It's an important detail.
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Phrase 7.
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Refund.
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A refund is when the company gives your money back.
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So I can say, could I get a refund or I'd like a refund, please.
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Yes, and sometimes the company offers another choice, like sending a new package.
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That's called a replacement.
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Ah, the supervisor asked me, would you prefer a refund or a replacement?
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And what did you say?
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I can't say.
228
That's top secret.
229
Tom, you're impossible.
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Okay, okay.
231
What I can tell you is this.
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Don't answer too fast.
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It's okay to say, could you give me a moment to think about that?
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That's a great tip.
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And our last phrase is a kind one.
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Thanks for your patience.
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Agents say it a lot.
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It means thank you for waiting and staying calm.
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And you can say it too.
240
At the end of the call, I said, Thank you so much for your help, and I appreciate your patience.
241
Aw, that's so sweet.
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Remember, the person on the phone didn't lose your package.
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They're a human being having a long day, just like you.
244
A little kindness can make a big difference.
245
I love that, Tom.
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Honestly, that might be the most important lesson in this whole episode.
247
And you know what?
248
When I said thank you, she said, Tom, I'm going to personally look into this.
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Oh, that's wonderful.
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I'm still waiting for her call, though.
251
Don't worry.
252
The yellow door and the flamingo are out there somewhere.
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Somewhere.
254
Okay, one quick practice.
255
I'll be the agent, and you say the line.
256
Ready?
257
Ready.
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Thank you for calling Quick Ship.
259
How can I help you?
260
Hello.
261
My name is Tom, and I'm calling about a package that hasn't arrived yet.
262
I'm sorry to hear that.
263
Could you give me your tracking number, please?
264
Sure.
265
Could you give me just a moment?
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I'd like to find it. Of course.
267
Take your time.
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Okay, I have it.
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It's 4729.
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Thank you, Tom.
271
Let me put you on hold for just a minute.
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Sure, no problem.
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I'll just listen to the music. That was great, Tom.
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Please, listeners, practice this one out loud, even if you're alone, especially if you're alone.
275
Now, we want to hear from you.
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Have you ever waited for a package that never came?
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Or maybe you had a problem with a company and had to call them.
278
Write a sentence in the comments using one phrase from today.
279
For example, I'm calling about a package that hasn't arrived yet.
280
We read the comments and it's the best way to practice.
281
Don't worry about mistakes.
282
We're all learning together.
283
And don't forget to leave your guess about what's inside my box.
284
Yes, please do.
285
I'm very curious, too.
286
That's all for today's episode.
287
Thank you so much for learning with us.
288
Thank you for listening.
289
If this lesson helped you, please give it a like and subscribe so you don't miss anything.
290
We upload a new English lesson every day, so there's always something new to practice.
291
Keep speaking, keep practicing, and don't be afraid of the phone.
292
You're doing better than you think.
293
Until next time, I'm Lily.
294
And I'm Tom.
295
See you tomorrow, everyone.
296
Bye.
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Лексика и советы по произношению к этому уроку
Этот урок разговорной практики построен на видео «Don’t Panic! How to Complain in English When Your Package is Missing». Чаще всего повторяются слова: Tom, package, agent, calling, phrase. В этом видео 296 предложений и 2046 слов для шедоуинга. Речь длится 13:20. Говорящий говорит в естественном темпе, около 153 слов в минуту, близком к повседневной речи. 85% слов входят в 3000 самых частых слов английского языка; остальные стоит разобрать перед занятием. Вопросов здесь 51 из 296 предложений, так что это хорошая тренировка вопросительной интонации и коротких ответов.
Ключевая лексика этого видео
15 слов из видео, которые стоит выучить, с произношением и значением:
| Слово | Произношение | Значение |
|---|---|---|
| package существительное | /ˈpæk.ɪd͡ʒ/ | паке́т, посы́лка |
| arrive глагол | /əˈɹaɪv/ | прибыва́ть, прибы́ть |
| phrase существительное | /ˈfɹeɪ̯z/ | фра́за, выраже́ние |
| complaint существительное | /kəmˈpleɪnt/ | жа́лоба, недово́льство |
| refund существительное | /ɹɪˈfʌnd/ | компенса́ция, возмеще́ние |
| lesson существительное | /ˈlɛs.ən/ | уро́к, ле́кция |
| supervisor существительное | /ˈsupɚˌvaɪzɚ/ | нача́льник, нача́льница |
| polite прилагательное | /pəˈlaɪt/ | ве́жливый, учти́вый |
| listener существительное | /ˈlɪs(ə)nɚ/ | слу́шатель, слу́шательница |
| replacement существительное | /ɹɪˈpleɪsmənt/ | заме́на, замеще́ние |
| breathe глагол | /bɹiːð/ | дыша́ть |
| patience существительное | /ˈpeɪ̯.ʃəns/ | терпе́ние, терпели́вость |
| subscribe глагол | /səbˈskɹaɪb/ | подпи́сывать, подписа́ть |
| upload глагол | /ˈʌpˌloʊd/ | зака́чивать, закача́ть |
| porch существительное | /pɔɹt͡ʃ/ | крыльцо́, вера́нда |
Фразовые глаголы, которые вы услышите
| Слово | Произношение | Значение |
|---|---|---|
| pick up глагол | подбира́ть, подобра́ть | |
| slow down глагол | замедля́ть, заме́длить | |
| work out глагол | /ˌwɝk ˈaʊt/ | рассчи́тывать, рассчита́ть |
Фразы, которые стоит повторять
Короткие законченные фразы из видео, которые пригодятся в повседневном разговоре:
- Tom, are you still on hold?
- How can I help you?
- Could you check my order, please?
- Could you repeat that, please?
- Could you spell that for me?
Грамматика в этом видео
Конструкции, которые говорящий использует чаще всего, с точными словами из видео:
| Конструкция | В видео |
|---|---|
| Present Perfect have/has + причастие прошедшего времени — прошлое действие, важное сейчас | It's been · you've been · has been delivered |
| Пассивный залог be + причастие прошедшего времени — важно, что происходит, а не кто это делает | are sealed · has been delivered · was delivered |
| Вероятность с «might / may» might/may + глагол — возможно, но не точно | might hear · might say · might be |
| Превосходная степень the -est / the most … — самое большое или малое в группе | the best · the most important |
Произношение, на которое стоит обратить внимание
Говорящий использует 84 сокращённых и редуцированных форм, например I'm, don't, hasn't. Произносите их коротко, так, как слышите.
- Звуки «sh» и «zh»: patience /ˈpeɪ̯.ʃəns/, wash /wɑʃ/
- Длинные слова — следите за ударением: supervisor /ˈsupɚˌvaɪzɚ/, participle /ˈpɑɹtɪˌsɪpəl/
Звуки, трудные для русскоязычных:
- /w/ — губы округлены, это не /v/: wash /wɑʃ/, whisper /ˈ(h)wɪspɚ/
- Звонкие согласные в конце слова — не оглушайте их: package /ˈpæk.ɪd͡ʒ/, arrive /əˈɹaɪv/, phrase /ˈfɹeɪ̯z/, refund /ɹɪˈfʌnd/, subscribe /səbˈskɹaɪb/
Как заниматься с этим видео
- Прослушайте всё видео один раз молча и выпишите незнакомые слова.
- Начните со скорости 0,75×, повторяйте предложение за предложением и вернитесь к обычной скорости, когда станет легко.
- Запишите себя и сравните с оригиналом, обращая внимание на такие слова, как package, arrive, phrase.
Что такое техника Shadowing?
Shadowing — это научно обоснованная техника изучения языка, изначально разработанная для подготовки профессиональных переводчиков и популяризированная полиглотом доктором Александром Аргуэльесом. Метод прост, но эффективен: вы слушаете аудио на английском от носителей языка и немедленно повторяете вслух — как тень, следующая за говорящим с задержкой в 1–2 секунды. В отличие от пассивного прослушивания или грамматических упражнений, Shadowing заставляет мозг и мышцы рта одновременно обрабатывать и воспроизводить реальные речевые паттерны. Исследования показывают, что это значительно улучшает точность произношения, интонацию, ритм, связную речь, понимание на слух и беглость речи — что делает его одним из самых эффективных методов для подготовки к IELTS Speaking и реального общения на английском.