Практика Shadowing: How to Call Customer Service in English Conversation Practice (A1–A2 Shadowing Practice) - Изучайте разговорный английский с YouTube
A2
Hello everyone, and welcome back to Chill Talk English.
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1
Hello everyone, and welcome back to Chill Talk English.
2
Hi friends, today is a super useful episode for real life.
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Yes, today we practice English for calling customer service.
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That means you call a company and ask for help, like for an order, your internet, your app, your bill, all that stuff.
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And I have to say, I am not a brave caller.
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Henry is the kind of person who writes a message, then deletes it, then thinks about it for two days.
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That is true.
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But we will make it easy.
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Short sentences, simple words, clear questions.
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And we will do many, many conversations.
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You can listen, then repeat.
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Shadowing is great for speaking.
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One more thing.
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We will use polite, calm English, even if you feel upset.
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Because polite English gets better results, and it keeps your day peaceful.
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Okay, let's start.
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Conversation 1.
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An order is late.
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I'll be the support agent first.
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You call me.
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Good morning.
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I need help with an order.
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Good morning.
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Thank you for calling Brightline Support.
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This is Emma.
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How can I help you today?
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I bought a smartwatch last week, but it has not arrived.
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I'm sorry about that.
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Can you tell me your order number, please?
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Yes, it is BL20419.
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Thank you.
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Let me check that for you.
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Okay.
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I see your package left our warehouse on Friday.
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The delivery company may have a delay.
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Oh, I see.
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I will contact the delivery company and email you an update today.
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Thank you.
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You're welcome.
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Is there anything else I can do for you?
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No, that's all.
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Thanks.
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Key line, it has not arrived.
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And, can you tell me your order number?
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Very common.
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Conversation 2.
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Checking an account balance Now you are the agent, Henry.
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Be confident.
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I will try.
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Hello.
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Thank you for calling Brightline Support.
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This is Henry speaking.
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Hi.
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I'd like to check my account balance.
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Sure.
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Can you share your account number, please?
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Yes.
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It's 771093.
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Thank you.
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For safety, can you tell me the email on your account?
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Yes, it's emma.learns at mail.com.
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Great.
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One moment, please.
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Beep.
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Your balance is 320 USD.
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Thanks.
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Can I also see my recent payments?
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Yes.
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Your last payment was on July 8th for 25 USD for a monthly plan.
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Perfect.
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That's all.
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Happy to help.
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Have a nice day.
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Key line, for safety or for security.
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And, one moment please, it sounds polite.
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Conversation 3, putting someone on hold.
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This one is super real.
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The agent needs time.
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Hi, my home internet keeps disconnecting.
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I'm sorry to hear that.
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I can help.
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First, I need to check your account.
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Can I put you on hold for a moment?
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Yes, that's fine.
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Thank you.
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Beep.
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Thanks for waiting.
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I see a problem with your connection settings.
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I can refresh your connection now.
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It may take two or three minutes.
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Is now a good time?
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Yes, please do it now.
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Great.
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Please stay on the line.
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Beep.
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Okay, I refreshed it.
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Please restart your router and test the Internet.
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All right, I'm restarting it now.
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No problem.
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I'm here.
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Key line.
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Can I put you on hold for a moment?
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Also, thanks for waiting.
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Nice and friendly.
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Conversation 4.
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Transferring a call Sometimes you need the billing team.
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Hello.
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I think there is a problem with my bill.
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I understand.
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The billing team can help you best.
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Can I transfer your call?
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Yes, please.
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Thank you.
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I'm transferring you now.
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Hello?
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Hi, this is Emma from Billing.
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How can I help?
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Hi, my bill looks higher than usual.
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I can check.
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Can you tell me your account number and invoice number?
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Account number 77093, invoice number INV55021.
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Thank you.
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I see the reason.
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There is a small unpaid amount from last month, so this month is higher.
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Oh, I didn't notice that.
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That's okay.
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We can offer a simple payment plan.
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Would you like to hear the options?
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Yes, please.
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Keyline.
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Can I transfer your call?
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And higher than usual.
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Great phrase.
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Conversation 5.
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Asking for tracking information.
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Many learners want the words tracking number.
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Hello.
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I want to check the status of my delivery.
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Sure.
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Can you give me your order number?
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Yes.
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It is BL20988.
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Thanks.
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Beat.
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Your package shipped on August 2nd.
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It should arrive in 3 to 5 business days.
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Can I get the tracking number?
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Of course.
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Your tracking number is DL88301149.
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You can track it on our website.
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Great.
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Thank you for your help.
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You're welcome.
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Conversation 6.
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A product arrives damaged.
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This needs empathy.
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Hi.
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My blender arrived, but it is cracked.
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I'm really sorry to hear that.
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I understand that's frustrating.
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Yeah, I needed it for this week.
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We will fix this.
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I can send a replacement quickly.
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Can you send us a photo of the damage?
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Yes, I can do that.
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Thank you.
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When we get the photo, we will start the replacement right away.
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Okay, thanks.
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Again, I'm sorry for the trouble.
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Key line.
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I understand that's frustrating.
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It sounds human, not robotic.
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Conversation 7.
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Handling a complaint.
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Let's practice calm but serious English.
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Hello, I'm not happy with your service.
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I'm sorry you feel that way.
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Please tell me what happened.
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I contacted support twice, but my problem is still not fixed.
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I understand.
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Thank you for telling me.
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I will escalate this to a supervisor.
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What does escalate mean?
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It means we send it to a higher level, a more experienced person.
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Okay.
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A supervisor will call you within three hours with an update.
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All right.
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I hope it gets better.
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It will, and I appreciate your feedback.
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Conversation 8.
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App login problem.
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Password problems are so common.
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Hi.
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I cannot log in to my app.
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I'm sorry about that.
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What happens when you try?
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I enter my password, but it says it is wrong.
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No worries.
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Let's reset your password.
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What email did you use to sign up?
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I used henry.study at mail.com.
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Thanks.
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I sent a password reset email.
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Please check your inbox.
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Also, check your spam folder.
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Okay, I will.
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If it still doesn't work, contact us again and we'll help.
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Key line.
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What happens when you try?
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Great question for details.
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Conversation 9.
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Changing a shipping address.
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This one has a confirming line.
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Hello, I need to change my shipping address for my order.
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Sure.
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You want to update the shipping address, right?
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Yes, that's right.
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Please tell me the new address.
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88 River Road, Apartment 5B, Lakeside City.
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Thank you.
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I updated it to 88 River Road, Apartment 5B, Lakeside City.
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Perfect.
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Anything else I can help with?
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No, thank you.
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Key line.
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You want to write?
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It checks understanding.
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Conversation 10.
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Slow Internet.
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Offering solutions.
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We give steps one by one.
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Hi.
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My Internet is very slow today.
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I can help you troubleshoot.
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Are you free to try a few steps now?
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Yes, I have time.
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First, please restart your router.
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Then test your speed again.
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Okay.
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If it is still slow, we can schedule a technician visit.
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That sounds good.
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I'll restart the router now.
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Great.
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Tell me how it goes.
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Conversation 11.
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Checking a refund.
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Refund English is important.
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Hello.
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I want to check my refund status.
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Sure.
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Can I have your order number?
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Yes.
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BL199007.
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Thank you.
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Beep.
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I see your refund was processed on Monday.
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It should return to your original payment method within three to five business days.
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Did you send a confirmation email?
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Yes.
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Please check your inbox and spam folder.
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If you don't see it, I can resend it.
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Okay, thanks.
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You're welcome.
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Conversation 12.
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Phone won't turn on.
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Simple tech support words.
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Hi, my new phone will not turn on.
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I'm sorry about that.
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What model is it?
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It's the Sky Phone Mini.
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Thanks.
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When you press the power button, what do you see?
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The screen stays black.
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Nothing happens.
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Let's try a hard restart.
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Press and hold the power button and the volume down button for 10 seconds.
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Okay, I'm doing it now.
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Great.
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Oh, I see the logo now.
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Perfect.
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That means the phone is restarting.
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If the problem comes back, tell us and we will check it again.
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Thank you, Emma.
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Happy to help.
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Conversation 13.
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Updating account information.
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Like changing an email address.
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Hello, I need to change my email on my account.
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Sure, can you tell me your account number?
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It's 771093.
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Thank you.
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For security, can you confirm your phone number on the account?
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Yes, it is 5550184.
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Great, what is your new email address?
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Henry.new at mail.com Done.
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I updated it to Henry.new at mail.com Great.
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Thank you.
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You're welcome.
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Conversation 14.
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Product Recommendation Let's help someone choose a laptop.
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New details, new prices.
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Hello.
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I want to buy a laptop, but I'm not sure which one is best.
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No problem.
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What will you use it for?
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Mostly office work.
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Sometimes I edit photos and short videos.
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In that case, I recommend the BrightBook Plus.
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It is fast and good for multitasking.
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What if I want something light to carry?
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Then the BrightBook Air is a good option.
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It is smaller and lighter.
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What are the price ranges?
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Bright Book Plus is usually $1,050 to $1,300 USD.
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Bright Book Air is usually $750 to $950 USD.
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Okay, that helps a lot.
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Great.
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Take your time and choose what fits your life.
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Conversation 15.
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Canceling an order.
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People worry about this.
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We keep it calm.
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Hi, I need to cancel an order I made today.
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I can help.
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What is your order number?
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BL-21-201 Thank you.
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Just a moment.
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Good news.
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It has not shipped yet, so I can cancel it now.
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Great.
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What about the refund?
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The refund will go back to your original payment method within 3 to 5 business days.
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Perfect.
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Thanks.
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You're welcome.
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Conversation 16.
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After sales service, TV problem.
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Now we schedule a technician.
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Hello.
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My TV has sound, but the screen is black.
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I'm sorry to hear that.
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What model is your TV?
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It's the ViewMax 50.
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Thank you.
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We may need to send a technician to check it.
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What day works for you?
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Saturday morning is good.
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Great.
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I scheduled a visit for Saturday morning.
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You will get a confirmation message soon.
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Thank you.
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Of course.
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Conversation 17.
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Order status update.
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When people are excited, they ask a lot.
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Hi.
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Can I get an update on my order?
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Sure.
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What is your order number?
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BL 21055.
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Thanks.
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Your order is being prepared now.
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It is expected to ship tomorrow.
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Will I get a tracking number?
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Yes, we will email it as soon as it ships.
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Great.
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Anything else today?
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No, that's it.
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Conversation 18.
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Replacing a product with a quality problem.
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Like headphones with one side not working, but we'll change the details.
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Hello, I bought wireless earbuds but the left earbud has no sound.
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I'm sorry about that.
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I can help you replace them.
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Can you tell me your order number and purchase date?
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Order number BL20031.
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Purchase date was July 3rd.
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Thank you.
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Okay, I created a replacement request.
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We will send a new pair within three to five business days.
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Do I need to send the old pair back?
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Yes, we will email you a return label with simple instructions.
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Okay, thanks.
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You're welcome.
385
Conversation 19.
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Payment failed at checkout.
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This happens to everyone, even me.
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Hi, I can't complete my payment online.
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I'm sorry to hear that.
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What message do you see?
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It says, payment failed, try again.
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Okay, first please check your card details and available balance.
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I checked.
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Everything looks correct.
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Thanks for checking.
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Please try clearing your browser cache or use a different browser.
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Okay.
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If it still fails, we can also offer another payment method, like a bank transfer link.
399
Great.
400
I'll try a different browser first.
401
Sounds good.
402
Conversation 20.
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Laptop can't connect to Wi-Fi.
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We give step-by-step instructions.
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Hello, my laptop will not connect to Wi-Fi.
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I'm sorry about that.
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What model is it?
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It's a Bright Book Air.
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Thank you.
410
What happens when you try to connect?
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It says, can't connect to this network.
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Okay.
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First, please restart the laptop.
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Then try again.
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I restarted it, but it still doesn't work.
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Thanks.
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Next, please reset your network settings.
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Go to Settings, then Network, then find Network Reset.
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Okay.
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I'm doing it now.
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Beat.
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Great.
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After the reset, restart one more time.
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Okay.
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Now it connects.
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Wonderful.
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I'm glad it worked.
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Me too.
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Thank you.
430
Conversation 21.
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Asking for product information.
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New smartphone.
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Beginner-friendly specs.
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Not too many hard words.
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Hi.
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I want to know about your newest phone.
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Sure.
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Our newest model is the Sky Phone Pro.
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It is fast and the battery lasts a long time.
440
What is the screen size?
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It has a 6.6-inch display with bright colors.
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How much memory does it have?
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It comes with 8GB or 12GB of memory.
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Storage options are 128GB and 256GB.
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What colors can I choose?
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Black, white, and green.
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Nice.
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Thanks.
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You're welcome.
450
Conversation 22.
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Extending a warranty.
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Very practical for expensive items.
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Hello, I want to extend the warranty on my laptop.
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Sure.
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What model is it and when did you buy it?
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Brightbook Plus.
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I bought it last September.
458
Thank you.
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Beat.
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Your warranty ends next month.
461
You can extend it for one year for $95 USD or two years for $170 USD.
462
I want the two-year option.
463
Great.
464
I added the two-year extended warranty.
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You will receive a confirmation email today.
466
Perfect.
467
Anything else?
468
Conversation 23.
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Leaving feedback.
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Feedback can be kind and honest.
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Hi.
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I want to leave feedback about your service.
473
Thank you.
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We appreciate that.
475
What would you like to share?
476
Your team is friendly, but your website is a little confusing.
477
I can't find simple help pages fast.
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Thank you for the clear feedback.
479
I will share it with our website team.
480
Great.
481
And thank you for taking the time to tell us.
482
Conversation 24.
483
Following up on an old issue.
484
When there is no answer yet.
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Hello, I reported an issue last week, but I did not get a reply.
486
I'm sorry about the delay.
487
Do you have a case number?
488
Yes, case number C90814.
489
Thank you.
490
I see your case is with our technical team now.
491
I will message them and get back to you today.
492
Okay, I really hope it is fixed soon.
493
I understand.
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Thank you for your patience.
495
Conversation 25.
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Subscribing to a new service.
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Ending on something positive.
498
Hello.
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I want to subscribe to your cloud storage service.
500
Great.
501
We have a few plans.
502
How much storage do you need?
503
Around 1 terabyte.
504
Our premium plan has 2 terabytes for $9.99 USD per month.
505
It includes automatic backup and sync on multiple devices.
506
That sounds good.
507
Please sign me up.
508
Done.
509
You will get a confirmation email in a few minutes.
510
Thank you.
511
You're welcome.
512
Okay, we did a lot today.
513
In a good way.
514
You did great, Henry.
515
Thank you.
516
I feel like I can call customer service now.
517
Maybe.
518
And you listeners can take these conversations and practice them again.
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Repeat each line.
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Copy the rhythm.
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Also, try changing the details.
522
Change the product.
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Change the dates.
524
Change the numbers.
525
Keep the same English.
526
Yes, that is real speaking practice.
527
Thanks for listening to Chill Talk English.
528
See you next time.
529
Bye!
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Об этом уроке
В этом уроке вы получите возможность улучшить свои навыки разговорного английского, позвонив в службу поддержки. Мы будем практиковать ключевые моменты, которые могут возникнуть во время общения, например, когда ваш заказ задерживается или вам нужно узнать баланс на счету. Основные темы включают в себя вежливые просьбы, уточнения информации и техники, которые помогут вам легче взаимодействовать в таких ситуациях. Вы будете использовать короткие предложения и простые слова, что делает урок доступным для учеников уровня A1–A2.
Ключевая лексика и фразы
- Can I help you? — Могу я вам помочь? (Универсальная фраза для начала разговора.)
- I need help with an order. — Мне нужна помощь с заказом. (Полезная фраза, когда необходимо решить проблему с покупкой.)
- Please hold on. — Пожалуйста, подождите. (Используется, когда оператору нужно время для проверки информации.)
- Your balance is... — Ваш баланс составляет... (Фраза для индикации информации о состоянии счета.)
- Thank you for waiting. — Спасибо за ожидание. (Вежливое обращение к клиенту во время ожидания.)
- Is there anything else I can do for you? — Есть ли еще что-то, чем я могу вам помочь? (Вежливый вопрос для завершения разговора.)
Советы по практике для этого видео
Для эффективной практики по технике Shadowing из этого видео, обратите внимание на скорость речи. Она достаточно медленная, что позволит вам следовать за разговором, повторяя сказанное. Начните с прослушивания каждой реплики и постарайтесь повторить ее в том же ритме и интонации. Не бойтесь ошибаться — основная цель этой техники заключается в тренировке произношения и улучшении беглости английского. Используйте паузы между фразами для закрепления новых слов и фраз. Помните, что вежливое выражение своих запросов поможет вам наладить более позитивное общение, особенно в стрессовых ситуациях. Успехов в ваших языковых практиках!
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.
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