Shadowing Practice: Angry Customer Demands Refund | Call Center Role Play - Learn English Speaking with Video

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1
Angry customer demands refund.
2
Call center role play.
3
Call center agent and customer.
4
Thank you for calling Everline Services.
5
My name is Brian.
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How may I assist you today?
7
Yes, hello.
8
I was just charged twice for the same service yesterday.
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This is ridiculous.
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I want my money back immediately.
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I'm very sorry to hear that.
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I can imagine how frustrating that must be.
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Let me check your account and see what happened.
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May I have your full name and the last four digits of your customer ID to verify your account?
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My name is Ashley Funston, and my customer ID ends in...
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Hold on a sec.
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Yeah, it's 4732.
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Thank you.
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Please give me a moment while I pull up your details.
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Okay, I have your account in front of me.
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I do see two identical charges for the Home Plus subscription from yesterday.
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Exactly.
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But I only signed up once.
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Why are there two charges?
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It appears the system processed the payment twice due to a server error during checkout.
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You were not the only customer affected yesterday.
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We've already started reviewing these cases.
28
Well, I really wish you had let me know before I was forced to call you guys.
29
You know, this is not the first time I've had a billing issue with your company.
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I completely understand your concern, and I truly apologize for the inconvenience.
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I'll begin the refund process right away and escalate the issue to our technical team, so it doesn't happen again.
32
Fine.
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Do you have any idea how long it will take to get my money back?
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The refund will typically reflect on your original payment method within three to five business days, depending on your credit card company.
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To speed things up, I'm marking this case as urgent and have noted that this is a repeat issue on your account.
36
That's still kind of long.
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I need that money to pay other bills this week.
38
I understand completely.
39
If the amount hasn't shown up after three business days, I'll personally follow up with our billing team for you.
40
Also, may I offer you a one-month service credit for the inconvenience?
41
Hmm, okay.
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At least that's something.
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But I'm warning you, this better not happen again.
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I don't have time to wait on hold and deal with you people.
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I'm so tired of calling customer service again and again.
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I understand how frustrating that must be, and I appreciate you sharing that with me.
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It's our responsibility to make things right, and I will do my best to ensure this issue is resolved smoothly.
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I'm also creating a support ticket with your complaint so it can be reviewed by our management team.
49
Well, I'm not sure how that's going to help me pay my bills this week, but whatever.
50
So I'll get my refund in about three days and one month of credit.
51
Is that right?
52
Yes, that's correct.
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You'll also receive a confirmation email shortly with all the details and a reference number.
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Is there anything else I can assist you with today, Ms. Funston?
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No, I guess that covers it.
56
Just make sure I actually get the money back.
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Like I said, I really need the money this week.
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Absolutely.
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I've taken care of it, and I'll keep an eye on your case personally.
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Thank you again for your patience, and I apologize once more for the inconvenience.
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We truly appreciate your business.
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Yeah, yeah, save it for the next person.
63
At least you seem to have tried, but your company is really awful.
64
I appreciate your feedback, ma'am.
65
Goodbye.
66
Remember to watch our other roleplay videos.

Uygulamayı İndir

Akıcı konuşmak için ihtiyacınız olan her şey

AI TelaffuzHer cümleyi puanla
IPA AlıştırmasıHer sesi ustalaştır
Kelime BilgisiKelime bankanızı oluşturun
Kelime OyunuOynarken öğrenin
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Bu dersin kelimeleri ve konuşma notları

Bu B1 seviyesindeki konuşma dersi “Angry Customer Demands Refund” videosuna dayanıyor. En çok tekrarlanan kelimeler: customer, refund, account, issue, inconvenience. Bu videoda gölgeleme çalışması için 66 cümle ve 609 kelime var. Konuşma bölümü 3:41 sürüyor. Konuşmacı dakikada yaklaşık 165 kelimeyle, günlük konuşmaya yakın doğal bir hızda konuşuyor. Kelimelerin %84’i İngilizcede en sık kullanılan 3.000 kelime arasında; geri kalanına başlamadan önce bakmakta fayda var.

Bu videodaki önemli kelimeler

Videodaki en ileri düzey 14 kelime, telaffuzu ve anlamıyla:

KelimeTelaffuzAnlam
refund isim/ɹɪˈfʌnd/geri ödemek
apologize fiil/əˈpɑləˌd͡ʒaɪz/özür dilemek
escalate fiil/ˈɛs.kə.leɪt/yoğunlaştırmak
checkout isim/ˈt͡ʃɛkˌaʊt/kasa
digit isim/ˈdɪd͡ʒɪt/rakam
verify fiil/ˈvɛɹɪfaɪ/doğrulamak
subscription isim/səbˈskɹɪpʃən/abonelik
confirmation isim/ˌkɑn.fəɹˈmeɪ.ʃən/kiliseye kabul töreni, konfirmasyon
urgent sıfat/ˈɜː.d͡ʒənt/acil, ivedi
patience isim/ˈpeɪ̯.ʃəns/sabır, faysal
identical sıfat/ɪˈdɛntɪkl̩/aynı, tıpa tıp aynı
goodbye/ɡʊdˈbaɪ/güle güle, hoşça kal
feedback isim/ˈfiːdˌbæk/geri bildirim
complaint isim/kəmˈpleɪnt/şikayet

Duyacağınız deyimsel fiiller

KelimeAnlam
show up fiilortaya çıkmak

Bu videodaki dil bilgisi

Konuşmacının en çok kullandığı yapılar, videodaki sözcüklerin aynısıyla:

YapıVideoda
Present perfect have/has + fiilin üçüncü hâli — geçmişte olan ama şimdi de önemli olan bir eylemWe've already started · I've had · have noted
Edilgen yapı be + fiilin üçüncü hâli — kimin yaptığı değil, ne olduğu önemliwas just charged · was forced · is resolved
“will” ile gelecek will + fiil — bir karar, söz ya da tahminI'll begin · will take · will typically reflect
Present continuous am/is/are + -ing — şu anda ya da bu sıralar olan bir şeyI'm marking · I'm warning · I'm also creating

Dikkat edilecek telaffuzlar

Konuşmacı I'm, I'll, I've gibi kısaltılmış biçimleri 17 kez kullanıyor. Bunları duyduğunuz gibi kısa söyleyin.

  • “sh” ve “zh” sesleri: subscription /səbˈskɹɪpʃən/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/, patience /ˈpeɪ̯.ʃəns/
  • Uzun kelimeler — vurguyu doğru yere koyun: inconvenience /ɪnkənˈvinjəns/, apologize /əˈpɑləˌd͡ʒaɪz/, confirmation /ˌkɑn.fəɹˈmeɪ.ʃən/

Türkçe konuşanların zorlandığı sesler:

  • Kelime başındaki ünsüz kümesi — araya ünlü eklemeyin: frustrate /ˈfɹʌsˌtɹeɪt/, smoothly /ˈsmuːðli/

Bu videoyla nasıl çalışılır

  1. Videonun tamamını konuşmadan bir kez dinleyin ve bilmediğiniz kelimeleri not edin.
  2. 0,75× hızla başlayın, cümle cümle tekrar edin ve kolaylaşınca normal hıza dönün.
  3. Kendinizi kaydedin ve orijinaliyle karşılaştırın; refund, apologize, escalate gibi kelimelere özellikle dikkat edin.

Gölgeleme Tekniği Nedir?

Gölgeleme, başlangıçta profesyonel tercüman eğitimi için geliştirilen ve çok dilli Dr. Alexander Arguelles tarafından popüler hale getirilen, bilim destekli bir dil öğrenme tekniğidir. Yöntem basit ama güçlüdür: ana dili İngilizce olan bir sesi dinler ve hemen yüksek sesle tekrar edersiniz — konuşmacıyı 1-2 saniye gecikmeyle takip eden bir gölge gibi. Pasif dinleme veya dilbilgisi alıştırmalarının aksine, gölgeleme beyninizi ve ağız kaslarınızı gerçek konuşma kalıplarını eşzamanlı olarak işlemeye ve yeniden üretmeye zorlar. Araştırmalar, telaffuz doğruluğu, tonlama, ritim, bağlı konuşma, dinleme anlama ve konuşma akıcılığını önemli ölçüde geliştirdiğini göstermektedir — bu da onu IELTS Konuşma hazırlığı ve gerçek dünya İngilizce iletişimi için en etkili yöntemlerden biri yapar.

Shadowing tekniği: adım adım eksiksiz rehberi okuyun →