Luyện nói tiếng Anh bằng Shadowing qua video: 20 English Customer Service Phrases

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Hey, so customer service is a big part of many different jobs in many different industries.

Customer service is important not only if you are a customer service representative.

And every moment that you spend with your customers

or your clients is an opportunity for you to make them feel special and to create an amazing experience.

And your choice of language or your choice of words reflects how much you care about and value your customers.

So in today's lesson, we are learning 20 very useful phrases for customer service.

First off, let's have a look at some phrases for getting your conversation started with your customer or your client.

Now, two of the most common phrases that I'm sure you have heard

and probably used if you work in customer service are, how can I help you or is there anything I can help you with today?

How can I help you or is there anything I can help you with today?

Now, these two phrases are very common, as I said, and they're kind of the essential foundation of a conversation with a customer.

These questions can be asked in a shop or on the phone

if you are providing a service or if you are selling a product.

If you're talking to a customer and you work in retail, for instance, it's very common to ask, how can I help you today?

Or is there anything I can help you with today?

Another great phrase is, thank you so much for waiting.

Thank you so much for waiting or thank you for your patience.

Now this one is common

when your customer has been in line waiting to speak to you or when they have been on hold on the phone.

You always want to thank them for waiting, okay?

People don't like waiting for things.

Unfortunately, people are kind of impatient by nature.

When you start your conversation by thanking them for waiting or thanking them for their patience,

it just sets a positive tone for the rest of the conversation.

Another question you might ask early on in your conversation is, is there anything else I can help you with?

Is there anything else I can help you with today?

And this one is useful for when you have answered your customer or client's question.

And then you want to make sure that you've done the maximum you can.

You can ask, is there anything else I can do for you?

Or is there anything else I can help you with today?

Next, let's look at some phrases for when you have to apologize to a customer.

Now, there's lots of different reasons and situations in which you might have to apologize to a customer.

Perhaps you made a mistake.

Perhaps someone else made a mistake.

Perhaps your customer just had a bad experience.

So it's not necessarily that you've done something wrong

and you have to say sorry there are different situations in which apologizing is appropriate, professional, and expected.

And when it comes to apologizing, you want to make sure that you are putting yourself in the customer's shoes,

even if you are apologizing on behalf of your company or on behalf of someone else.

So instead of simply saying, I'm sorry, try putting yourself in your customer's shoes, trying to understand how they feel.

And you can use a combination of any of these phrases.

I apologize for, I apologize for something.

Now, instead of saying I apologize, if you're upset, you want to apologize for something that you actually believe happened.

And your choice of words is important.

And this is an example.

I or we apologize for something.

For instance, I apologize for the mistake or for the mix-up.

Now mix-up is just another way of saying mistake.

Something was mixed up, a mistake was made.

Okay I apologize for the mix-up or I apologize for the mistake.

As I mentioned your choice of words is important.

So instead of saying I apologize if there was a mistake

or if someone made a mistake you want to be careful here and you want to say, I apologize for something.

Okay.

Even if the mistake was not made by you

and you're not a hundred percent sure that a mistake was made by saying, I apologize for this happening.

It makes the customer feel like you believe them and that you think that their problem is important, that this mistake is important.

Whereas I apologize if a mistake was made, sounds like it gives the impression that you kind of doubt

that a mistake was made or maybe a mistake wasn't really made

but if so i'm sorry instead you want to sound more sure of your apology okay

so be careful with your prepositions here

so i apologize for the mistake you can also use we instead of i

if you're apologizing on behalf of your team your department

or your company i apologize

or we apologize for the oversight now oversight is is a mistake

that is made when someone forgets to do something or essentially overlooks something.

That's kind of a synonym, okay?

Something is supposed to be done and the person responsible just forgot to do it, okay?

That's an oversight.

I apologize for the confusion or for the misunderstanding.

I apologize for the confusion or the misunderstanding.

Now, this phrase focuses more on the fact that there was a miscommunication

or a misunderstanding instead of whose fault it was okay instead of i apologize

that my colleague didn't explain that properly or i apologize

that you didn't understand that's not the best choice of words

it's kind of putting the blame on someone else instead you just want to focus on the fact

that there was a misunderstanding and you want to apologize for

that and then go ahead and shift your focus to finding a solution.

And I apologize for the inconvenience.

I apologize for the inconvenience.

This is a good one to use

if your customer has been waiting a long time or they've experienced any inconvenience that they shouldn't have.

Next, some useful phrases for solving a problem that your customer might have.

First up, let's find a solution for you.

Let's find a solution for you.

This is a nice phrase because it sounds collaborative.

It sounds like you and the customer

or client could be working together to find a solution

or you and your colleagues and your team could be working together to find a solution for your customer.

So this is a nice one for after you have listened to the issue, you've listened to the problem, you've taken the time to gather all the information you need,

make sure you understand the facts, and then you want to come up with a positive response and say, all right, let's find a solution for you.

Another option, I will look into that right away.

I will look into that right away.

Now look into is a nice phrasal verb to know.

Look into just means to investigate something further or get some more information about something.

Next, here's what we can do to resolve this issue.

Here's what we can do to resolve this issue.

Okay, so if your customer has faced a problem or an issue and you have a solution to present to them,

this is a great phrase to start the presentation of your solution or the steps that you might need to take.

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Thank you for bringing this up or thank you for letting me know.

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Thank you for bringing this up or thank you for letting me know.

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This is a really nice one for when a customer or client has come to you with an issue, with a problem or with a concern.

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You can start your response by thanking them for telling you first of all.

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A lot of customers nowadays do not come to you with their concerns.

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Instead they stay quiet, they say everything is okay, act like everything is okay, and then go online and leave a bad review.

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And a lot of people or businesses are surprised because they never had the opportunity to provide a solution.

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All right.

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So this is a lovely one.

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Next, let's look at some phrases for showing or expressing empathy.

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Now, empathy is the ability to understand how someone else is feeling.

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You put yourself in someone else's position and understand what they are experiencing or what they are going through.

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Now it's important to empathize with your customers and with your clients because this shows that you value them,

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you care about them, and it also helps to calm them down if they are upset about something.

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Once you are able to empathize with your customers, it puts them in the right mindset to solve any problems.

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When you show empathy to your customers, it helps to get them into the right mindset to be open to solving a problem.

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So a good phrase for expressing empathy would be, I completely understand how adjective this must be for you.

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I completely understand how frustrating this must be for you.

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I completely understand how difficult this must be for you.

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A lot of times when you have a customer who's upset, they want to be heard and understood.

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That is a very first step to delivering good customer service is to listen

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and to understand the issue that your customer is coming to you with.

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All right.

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Another option is I understand this situation has been difficult

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and I will do everything I can to help you or I will do everything I can to solve it.

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Now, this is a good one for a customer who has been facing an ongoing issue or an ongoing challenge.

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and maybe you are not the first person that they've spoken to.

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So they're becoming more and more frustrated and you want to empathize with them

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and actually try to take the steps to solve the problem.

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Another nice one is, I will do my best to help you with this.

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I will do my best to help you with this.

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Or if you want to be a little more formal, you could use the word assist instead of help.

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I'll do my best to assist you with this.

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Or I understand your concern.

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I understand your concern.

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Let's see what we can do for you.

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I understand your concern.

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Let's see what we can do.

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Next is I would be happy to verb that for you.

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I would be happy to check that for you.

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I would be happy to do that for you.

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I would be happy to arrange that for you.

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And finally, I appreciate your patience.

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I appreciate your patience.

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This is a very simple but effective phrase because

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when you acknowledge the fact that someone has had to be patient and has actually been patient, it really does mean a lot.

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It helps your customer to realize that you actually care about them, that they are valuable to you, and it puts them in a more positive state of mind.

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They're going to be more receptive to you and receptive to what you are saying to them.

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Now with all of these phrases you can use them in combination with each other.

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You can also adjust how formal you are.

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Depending on where you live, where you work, the culture of your company, the culture of your location, you will have to adjust your level of formality.

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Also keep in mind that when you are speaking on behalf of your company or your team, you can use the pronoun we.

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And if you are speaking on behalf of yourself, of course, you can use I.

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Now be careful with this one because sometimes when you're speaking to someone face to face, it's a one to one conversation and you keep saying we,

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we, we, and there's no one else there.

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It can seem a little bit impersonal and kind of like you're deflecting and you're putting the attention, you know, on a group of people who isn't even there.

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So just be careful with this one.

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Now it's also a good idea to use contractions and shorter sentences

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or shorter versions of these sentences when you are speaking to someone.

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You can use more formal and longer versions of these sentences

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if you happen to be writing an email to a customer, for instance.

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Remember that spoken English and written English are not the same, so you want to make sure that you are adjusting the phrase to best fit the situation.

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Now, whether you work in customer service

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or you need to improve your customer service skills in general for the position

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that you have or that you are looking for, this is a topic that I teach in detail in the Essential English for Business course.

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That is a self-study online course to teach you the fundamentals of professional English communication.

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You can learn more about the Essential English for Business course down below in the description box.

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As well, you can grab your free ebook English Conversations Made Simple also linked down below.

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If you have any questions on this topic please do drop those in the comments for me

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and let me know what your experiences have been with working in customer service in English.

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Customer service is a very very very important part of many many jobs nowadays

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and developing strong customer service skills are very very valuable.

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So I hope that you enjoyed today's lesson.

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Thank you for watching, learning, and spending time here with me today.

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I'll see you very soon in another one.

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Từ vựng và ghi chú luyện nói cho bài học này

Bài luyện nói trình độ B2 này dựa trên video “20 English Customer Service Phrases”. Những từ được nhắc lại nhiều nhất trong bài: customer, apologize, phrase, mistake, instead. Video này có 174 câu và 2305 từ để luyện shadowing. Phần lời nói dài 13:35. Người nói nói với tốc độ tự nhiên, khoảng 170 từ mỗi phút, gần với hội thoại hằng ngày. 87% số từ nằm trong 3.000 từ tiếng Anh thông dụng nhất, nên từ vựng dễ theo.

Từ vựng quan trọng trong video

15 từ khó nhất trong video, kèm phiên âm và nghĩa:

Từ	Phiên âm	Nghĩa
apologize động từ	/əˈpɑləˌd͡ʒaɪz/	xin lỗi
empathy danh từ	/ˈɛmpəθi/	thấu cảm
empathize động từ	/ˈɛmpəˌθaɪz/	đồng cảm, thấu cảm
adjust động từ	/əˈd͡ʒʌst/	điều chỉnh
verb danh từ	/vɝb/	động từ
mindset danh từ	/ˈmaɪn(d)ˌsɛt/	tư duy, tư tưởng
colleague danh từ	/ˈkɒliːɡ/	đồng nghiệp
nowadays trạng từ	/ˈnaʊ.ə.deɪz/	ngày nay, đời nay
adjective danh từ	/ˈæd͡ʒ.ɪk.tɪv/	tính từ, hình dung từ
preposition danh từ	/ˌpɹɛpəˈzɪʃən/	giới từ
pronoun danh từ	/ˈpɹoʊ.naʊn/	đại từ
synonym danh từ	/ˈsɪn.əˌnɪm/	từ đồng nghĩa
overlook động từ	/ˈoʊ.vɚˌlʊk/	bỏ qua
arrange động từ	/əˈɹeɪnd͡ʒ/	sắp xếp, tổ chức
apology danh từ	/əˈpɑ.lə.d͡ʒi/	sự xin lỗi

Những câu đáng luyện lại

Các câu ngắn, trọn ý trong video mà bạn có thể dùng lại khi giao tiếp hằng ngày:

Is there anything else I can help you with today?
You can ask, is there anything else I can do for you?
First up, let's find a solution for you.
Let's find a solution for you.
Here's what we can do to resolve this issue.

Ngữ pháp trong video

Những cấu trúc người nói dùng nhiều nhất, kèm đúng cụm từ trong video:

Cấu trúc	Trong video
Thì hiện tại hoàn thành tiếp diễn have/has been + -ing — việc bắt đầu từ trước và vẫn đang tiếp tục	has been waiting · has been facing
Thì hiện tại hoàn thành have/has + quá khứ phân từ — việc đã xảy ra nhưng còn liên quan đến hiện tại	have heard · has been · have answered
Câu bị động be + quá khứ phân từ — nhấn vào việc xảy ra, không phải người làm	can be asked · was made · was not made

Phát âm cần chú ý

Người nói dùng 27 dạng rút gọn, ví dụ you're, you've, I'm. Hãy nói theo dạng ngắn đúng như bạn nghe.

Âm “th”: empathy /ˈɛmpəθi/, empathize /ˈɛmpəˌθaɪz/
Âm “sh” và “zh”: patience /ˈpeɪ̯.ʃəns/, confusion /kənˈfjuːʒən/, contraction /kənˈtɹækʃ(ə)n/, preposition /ˌpɹɛpəˈzɪʃən/, impatient /ɪmˈpeɪʃənt/
Từ dài — đặt trọng âm cho đúng: apologize /əˈpɑləˌd͡ʒaɪz/, misunderstand /mɪs.ʌn.də(ɹ)ˈstænd/, inconvenience /ɪnkənˈvinjəns/, formality /fɔːrˈmælɪti/, impersonal /ɪmˈpɝsənəl/

Những âm người Việt thường gặp khó:

Cụm phụ âm cuối — đọc đủ từng âm, đừng nuốt âm cuối: misunderstand /mɪs.ʌn.də(ɹ)ˈstænd/, patience /ˈpeɪ̯.ʃəns/, inconvenience /ɪnkənˈvinjəns/, adjust /əˈd͡ʒʌst/, resolve /ɹɪˈzɑlv/
Âm /tʃ/, /dʒ/ và /ʒ/ — tiếng Việt không có, đừng đọc thành “ch” hay “gi”: apologize /əˈpɑləˌd͡ʒaɪz/, adjust /əˈd͡ʒʌst/, confusion /kənˈfjuːʒən/, adjective /ˈæd͡ʒ.ɪk.tɪv/, arrange /əˈɹeɪnd͡ʒ/
Âm /æ/ — mở miệng rộng hơn âm “e”: misunderstand /mɪs.ʌn.də(ɹ)ˈstænd/, adjective /ˈæd͡ʒ.ɪk.tɪv/, contraction /kənˈtɹækʃ(ə)n/, formality /fɔːrˈmælɪti/, collaborative /kəˈlæb.ə.ɹə.tɪv/

Cách luyện với video này

Nghe hết video một lần, chưa cần nói, và ghi lại những từ bạn chưa biết.
Bắt đầu ở tốc độ 0,75×, nói đuổi từng câu, rồi quay lại tốc độ bình thường khi đã quen.
Ghi âm giọng mình rồi so với bản gốc, chú ý các từ như apologize, empathy, empathize.

Phương Pháp Shadowing Là Gì?

Shadowing là kỹ thuật học ngôn ngữ có cơ sở khoa học, ban đầu được phát triển cho chương trình đào tạo phiên dịch viên chuyên nghiệp và được phổ biến rộng rãi bởi nhà đa ngôn ngữ học Dr. Alexander Arguelles. Nguyên lý cốt lõi đơn giản nhưng cực kỳ hiệu quả: bạn nghe tiếng Anh của người bản xứ và lặp lại to ngay lập tức — như một "cái bóng" (shadow) đuổi theo người nói với độ trễ chỉ 1–2 giây. Khác với luyện ngữ pháp hay học từ vựng bị động, Shadowing buộc não bộ và cơ miệng phải đồng thời xử lý và tái tạo ngôn ngữ thực tế. Các nghiên cứu khoa học xác nhận phương pháp này cải thiện đáng kể phát âm, ngữ điệu, nhịp điệu, nối âm, kỹ năng nghe và độ lưu loát khi nói — đặc biệt hiệu quả cho người luyện IELTS Speaking và muốn giao tiếp tiếng Anh tự nhiên như người bản ngữ.

Phương pháp shadowing: đọc hướng dẫn từng bước đầy đủ →