Практика Shadowing: Lost Parcel Mock Call Sample - Изучайте разговорный английский по видео
Создание урока...
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this is claire and this is candace
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and today they're going to handle the same issue from the
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same customer tabitha ratchet the point of this video is to show you the difference between bad
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and great customer service
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and what i want you to do is to notice the difference between the two
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and then comment down below your observations all right let's begin
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thank you for calling question this is claire how may i help you today
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i still have not received my order you said i would receive it on the 20th
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so the 22nd still nothing i don't know what's going on but
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if it's not too much of a bother to you i
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would really really not love to get what i paid for
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you know what i mean okay may have the order number
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and your first name 498 4977 tabitha ratchet thank you let me just check
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that here I mean it's ridiculous
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if there's a delay you could just tell me it's not like you don't have my email
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or anything you didn't notify me at all if I forgot
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that I'd ordered it
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which by the way happens sometimes then I'd completely be paying
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for nothing one moment please will I check your order status
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unbelievable are you even listening to me I am that's why I'm gonna check this status for you, okay?
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Okay, fine.
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Go ahead.
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Thank you.
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Okay, according to the FedEx note here, your parcel was delivered on the 20th at 10 a .m
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and it was left on the front porch according to the notes.
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What?
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You're kidding, right?
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Okay, okay first of all my apartment has no front porch second
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the only way to deliver parcels in a residence is by
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leaving them to the concierge that's it third I was at home the whole day on the 20th
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and no one literally no one knocked on my door
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or called my number to notify me of a parcel
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so whatever this FedEx guy saying he's lying okay he's lying
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have you tried checking with the buildings concierge to see
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if they have kept a package for you or i just checked this morning and the answer is no
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there's no parcel otherwise it wouldn't be calling you how about your neighbors have you checked with them to see
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if they received your parcel just just what light of questioning is this are you saying
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that my neighbor stole my parcel no no no i'm not saying
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that what i'm saying is they might have received your parcel while you were away.
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You're not listening to me.
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I told you I was in the apartment the entire fucking day.
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If someone delivered a parcel, the concierge would have received it by now.
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Second, and I repeat, the only way we receive parcels here is through the concierge.
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Nothing else.
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No front porch, no neighbors.
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We're even asking about my neighbors.
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They have nothing to do with this.
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And shouldn't you be questioning the fact that FedEx said I have a front porch when I clearly don't?
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Tabitha, I'm just doing my job.
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This is a standard protocol we have to make sure
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that the receiver has checked all the possible places the parcel could have been delivered
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so do your job right you're not even trying I've been spending my time here listening to you
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and the only thing you're doing
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so far is asking me dumb questions like what kind of
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service is this I just want to get what I paid for is
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that so wrong to ask please calm down Tabitha I'm here to help you then help me
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and for God's sake do it well jesus christ okay tabitha i'm sorry
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that this happened to you but oh yes i bet you are
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okay for us to resolve this i will send you an email please reply to
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that email to confirm in writing that you did not receive the parcel after
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that i'm gonna i'm already talking to you what do you
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need me to email you for i'm i'm telling you right now i did not receive my parcel
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so do something about it now it's it's not
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that simple Tabitha you have to confirm in writing
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because that's what we're gonna show FedEx so they can begin the investigation
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so no this is necessary to prove
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that we are not making this all up once the claim is filed we will investigate
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and depending on the investigation it will take seven around seven business days
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and then we can refund or replace or find your missing parcel
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so just file a dispute and get my money back
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you know that i'm being nice right now right i am contacting you first
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when i could just have phoned my bank
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and mark you as fraud in an instant you know
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that right i wouldn't recommend that as
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that might poorly reflect on your credit score especially
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that it shows delivered you know
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so the best option i recommend is to let us file a claim on your behalf that's what i recommend
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You know what?
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With the ridiculousness of the situation, I can't even bring myself to be mad anymore.
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Like, what is the point anyway?
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You basically have the emotional intelligence of a peanut, so.
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i envy you that's for sure okay so uh how would you like to proceed
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well it's not like i have a choice take care of
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it deal with fedex i didn't pay you to make me file the claim myself
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so okay so after you confirm through email
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that you did not receive your parcel i will file a
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pdnr for you what's pdnr it means parcel delivered not received
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and will take take it will take five to seven business days okay what happens
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if the parcel isn't found is the replacement available in your warehouse i need a replacement for
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that i want a refund
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um well since this is a dropship item we don't have the item in stock in our warehouse
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so i would first have to check with the dropship team for its availability
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but yes i will take note of that what's the dropship it means
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that the item is in another warehouse
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and we don't have the inventory for it
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so we will first coordinate with the supplier you know what you are making my head spin
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so let me get this straight seven business days for the investigation
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and if not found
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which is probably the case 99 % of the time you can check with a team
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if it's available and then what another seven days to deliver the replacement yes correct
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well i tried to be nice to you guys
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but it seems like you left me no other choice i will file a dispute
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and i will never shop from your site again
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tabitha as much as i would like to help you this
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is the best i can do for you i have to
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follow the company policy as i said we can issue a replacement
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but we first have to file a claim and
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that will take five to seven business days if
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that is too long for you to wait which
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which i understand i suggest that you place another order with a different shipping address
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while the investigation is ongoing and we will just refund you for the first parcel
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but we first have to wait for the claim blah blah
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blah just stop okay just stop i don't care anymore i hope your company goes bankrupt
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and then no company will ever hire you again your your
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attitude has been pretty disgusting condescending the moment you picked up a phone
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and i cannot cannot for the life of me imagine an employer who would want to hire you for
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that attitude continue living your miserable life i'm just gonna go ahead and file
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that dispute bye -bye thank you for calling question this is
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candace how may i help you i still have not received
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my order you said i would receive it on the 20th
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so the 22nd still nothing I don't know what's going on but
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if it's not too much of a bother to you I
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would really really know love to get what I paid for you know what I mean oh
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if it's beyond the promise delivery date we definitely need to look into
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that may have your number in your full name
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so I can check for you that's exactly what I'm thinking like I don't understand what's taking
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so long anyway the order number is four nine eight four nine seven seven
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and my name is tabitha ratchet thank you tabitha i will now go ahead
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and pull up your order and hopefully i can give you an immediate answer one moment please go ahead thank you
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okay like what she said the estimated delivery date is on the 20th it's not 20 seconds
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so it's two days late normally
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when a parcel is late like this we send an email informing you of the delay
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so let me visit the FedEx website and track it thank you Candace
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that would be appreciated I am actually haven't tried tracking it
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on the FedEx website since you already gave me the delivery date through email
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so yes please go ahead okay according to the FedEx note
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here your parcel was delivered on the 20th at 10 a .m.
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it said
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that it was left on the front porch have you tried
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checking your front porch what what what what you're kidding right
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okay okay first of all my apartment has no front porch
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second the only way to deliver parcels in a residence is
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by leaving them to the concierge third i was at home the whole day on the 20th
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and no one literally no one knocked on my door
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or called my number to notify me of a parcel so whatever this fedex guy is saying
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he's lying okay he's lying that's that's definitely odd have you tried checking with your building's concierge to see
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if they have kept a package for you i just checked this morning
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and the answer is no otherwise i wouldn't be calling you
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yeah your neighbors also wouldn't happen to receive it right since
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as you said all parcels go to the concierge correct and
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if the note says he left it on my doorstep again
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that's impossible no one can access our doorsteps here except us tenants.
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So there's clearly a mistake here.
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Yes, that makes sense.
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So here's what we're going to do, Tabitha.
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It is likely that FedEx delivered the order to the wrong address, so I will file a PDNR claim on your behalf.
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It means parcel delivered, not received.
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What this does is to let FedEx investigate to find your missing parcel, and after the investigation, we will either refund,
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replace, or find your missing parcel.
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Okay.
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Yeah, and for me to initiate the claim, I will send you an email right now.
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please reply to that email confirming
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that you have not received your parcel um uh your response to
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that email is very important because that will serve as the documentation proving to fedex
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that you are requesting for us to file a claim on
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your behalf okay whatever happens i'm gonna get my refund though right you're right of course um
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and the sooner they find your parcel the better by the way uh in the event
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that the parcel isn't recovered would you prefer a replacement
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or a refund i need a replacement for that i don't want a refund okay i will make note of that
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and after the investigation
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which usually takes five to seven business days i will check with the supplier for its availability availability
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and then they can process the replacement for you
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okay it's disappointing that this is to happen
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but okay whatever at least i don't have to file a
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dispute to be honest i was i was already thinking of calling my bank this morning
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and filing a dispute yes um this is definitely not the experience that we want you to have but
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we will try our best to make this as easy as
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possible for you considering the situation i will also keep this case in progress
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so whatever questions you might have during the investigation
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you just reply to the same email thread and i will be there to answer your questions
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so let me get this straight seven business days for the investigation
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and if it isn't found you're going to check with the team
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if it's available and
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if it's available another seven days to deliver the replacement yes tabitha that's correct
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but of course if they find the parcel during the investigation then you don't need to wait
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that long that's already the maximum time frame yeah well i hope they do
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but i honestly don't have much hope for it but okay replacement's fine i guess Okay,
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yeah, I cannot guarantee that 100 % that they would find your missing parcel, but there have been cases in the past when they did find the missing parcel.
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And I will, of course, update you throughout the process.
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Okay, so I guess that's my best option.
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What do you need me to do?
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Just reply to your email saying that I didn't receive the parcel?
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That's correct.
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I have just sent you the email.
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All right, I will reply in five minutes.
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I'm going to have my lunch break.
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What's your name again? candace all right candace thank you
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so much that's all i need for now i have to
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go bye enjoy your lunch tabitha thank you for calling question
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bye all right as you can see this video is purely mock calls
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if you want detailed explanations of all the things
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that claire did wrong and candace did right head over to this video at the top
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which will be available on my next upload all right i
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think that's all that's all for today it's really awkward vlogging outside
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but oh well i gotta get used to it so thank you for watching bye
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Цели разговорной практики в этом видео
Это видео — отличный материал для отработки коммуникативных навыков в ситуациях неудовлетворенности клиента. Оно поможет вам освоить, как правильно выражать недовольство, защищать свои права и взаимодействовать с представителями службы поддержки. Также вы научитесь различать хороший и плохой сервис, что важно для развития культуры общения на английском. Идеально подходит для тех, кто тренирует shadow speech (метод повторения после носителя) — диалог живой, с естественной интонацией и быстрым темпом.
Банк фраз для повседневного использования
- "I still have not received my order" — "Я до сих пор не получил(а) свой заказ". Удобно для жалоб на задержки.
- "Could you check the status?" — "Можете проверить статус?". Обычно используется при запросе информации.
- "There's clearly a mistake here" — "Здесь явно ошибка". Помогает подчеркнуть несправедливость ситуации.
- "What's the best option to resolve this?" — "Какая лучшая возможность решить это?". Хорошая фраза для поиска решения.
- "I would like a refund or replacement" — "Я хочу возврат денег или замену". Явно формулирует требование.
Исправляем слабые места в речи
Особое внимание в этом диалоге стоит уделить интонации — она передаёт эмоции (неудовольствие, раздражение, надежды на решение). При тренировке shadowing повторяйте после говорящих, копируя их тон и паузы. Также работайте над ритмом речи: в быстрых репликах важно не терять ясность. Это видео подходит для shadowing site, так как диалог содержит разные темпы и эмоциональные окраски. Практикуйтесь ежедневно, и вы заметите, как ваша речь становится более естественной и уверенной. Учить английский по видео — это эффективно, особенно с такими реальными сценами!
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 | have not received · have kept · has checked |
| Пассивный залог be + причастие прошедшего времени — важно, что происходит, а не кто это делает | was delivered · was left · have been delivered |
| Вероятность с «might / may» might/may + глагол — возможно, но не точно | may have · might have · might poorly |
| Превосходная степень the -est / the most … — самое большое или малое в группе | the best |
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.