Shadowing Practice: Lost Parcel Mock Call Sample - Learn English Speaking with Video
Ders oluşturuluyor...
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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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Kontext ve Arka Plan
Bu video, "kayıp paket" sorunu üzerine iki farklı müşteri hizmeti diyalogu sunuyor. İki çalışan, Claire ve Candice, aynı müşteri sorunuyla nasıl başa çıktıklarını gösteriyor. Claire'ın soğuk ve protokol odaklı yaklaşımı ile Candice'ın empati ve çözüm odaklı tavrını karşılaştırarak, iletişimdeki önemli farkları görüyoruz. Bu diyalog, özellikle IELTS konuşma pratiği için gerçekçi senaryolar sunarak, kriz durumunda nasıl iletişim kurulacağını öğretir.
Günlük İletişim İçin En İyi 5 Cümle
Video'dan çıkarılan pratik cümleler, günlük konuşmalarda çok işe yarayacak:
- "Bu sorunla ilgili derhal bir çözüm arayacağız." - Müşterinin endişelerini hafifletmek için güçlü bir ifade.
- "Anladım, size en hızlı şekilde yardımcı olacağım." - Empati göstermek ve güven oluşturmak için temel cümle.
- "Lütfen bana detayları anlatın, böylece sorunu çözebilirim." - Bilgi toplamak ve sorunu anlamak için önemli.
- "Bu adımı atarak, sorunu en kısa sürede halledeceğiz." - Çözüme odaklanarak müşteriyi rahatlatmak.
- "Kendim için de not alıyorum, unutmayacağım." - Müşterinin değerlendirildiğini hissettirmek için etkili.
Adım Adım Gölgeleme Rehberi
Bu videoyu kullanarak gölgeleme tekniği uygulayarak İngilizce telaffuzu geliştirebilirsin. İşte adımlar:
- İlk olarak videoyu sessizce izle, diyalogun akışını ve duygusal tonları anla. Müşterinin sineması ve çalışanların tepkilerini dikkatle takip et.
- Ardından her cümleyi tek tek durdur ve yavaşça tekrarlayın. Gölge konuşmaları yaparken, tonu, intonasyonu ve vurguları kopyalayın. Örneğin, "Bu kadar geç kalması normal değil" cümlesini Claire'ın soğuk tonuyla ve Candice'ın empatiyle karşılaştır.
- Sonra video ile aynı hızda konuşmaya çalış. Eğer hata yaparsan endişelenme, tekrar dene! Bu gölgeleme uygulaması, konuşma hızını ve doğal akışı geliştirecektir.
- En sonunda diyalogu kendi kelimelerinizle özetleyin. Müşteri ne dedi? Çalışanlar nasıl cevap verdiler? Bu, IELTS konuşma pratiğinde önemli olan düşünme ve ifade yeteneğini güçlendirecektir.
Unutma, her pratik adımıyla daha fazla ilerleyeceksin. Sabırlı ol, ve her gün biraz zaman ayır. İngilizce konuşma becerilerin, bu gibi gerçekçi senaryolarla hızla gelişecek!
Bu videodaki dil bilgisi
Konuşmacının en çok kullandığı yapılar, videodaki sözcüklerin aynısıyla:
| Yapı | Videoda |
|---|---|
| Present perfect have/has + fiilin üçüncü hâli — geçmişte olan ama şimdi de önemli olan bir eylem | have not received · have kept · has checked |
| Edilgen yapı be + fiilin üçüncü hâli — kimin yaptığı değil, ne olduğu önemli | was delivered · was left · have been delivered |
| “might / may” ile olasılık might/may + fiil — mümkün ama kesin olmayan bir şey | may have · might have · might poorly |
| En üstünlük the -est / the most … — bir grubun en üstü ya da en altı | the best |
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.