Luyện nói tiếng Anh bằng Shadowing qua video: Mock Call Sample Recording With Call Flow Guide: PART 1

Hi guys, welcome back to my channel.

I'm Sheena and in today's video, I'm super excited because I'm going to do a mock call or a call simulation.

And that means that I'm going to act as the call center agent

and somebody on the other end of the line is going to act as my customer.

And by the end of this mock call, I'm also going to be discussing the call flow

and the seven steps that you need to do when you're assisting customers over the phone. So let's begin.

Okay, so I already have my headset on, although I'm going to be using this microphone because it will cancel out the noise from my neighborhood,

the cats and the dogs and my neighbor singing.

but I'm gonna wear this headset just to feel the call

center agent vibe thing going on okay let's begin hi thank

you for calling power up company this is Candice how may I help you

hi Candice so I'm calling because you guys overcharged me um my subscription to you guys

is supposed to be a flat rate $30 per month.

But for some reason, I am seeing $33 on my paper bill for the month of July.

So I don't know what's going on.

I would really appreciate an explanation on this.

Sure, I'll be happy to pull up your account now and check the billing details for you.

Can I have your account number together with your first and last name?

Sure.

It's 12345.

And my full name is Joan Williams.

Thank you, Joan.

Just give me a few seconds to pull up your account.

It was for the month of July this year, right?

July 2020?

That's right.

okay let me see that okay i have your account pulled up now

and i'm only seeing a 30 charge for the month of july this year could you recheck your bill

and review the amount no

that can't be right i am literally holding my bail right now and it says july and it says

$33 in big bold letters.

So maybe the charge was moved to June or August?

I don't know.

All I know is that you're overcharging me and it's written on my paper bill.

Yes, Joan.

I also checked your other month's charges this year from January to July 2020

and all of these months you were only charged $30.

Let me just

check further though your last year oh although i i am seeing a 33 charge here

but this was way back last year on july 2019 would

you mind checking the year of the billing paper you're holding right now oh oh my god candace i am

so so sorry to have wasted your time i really thought this was a recent bill.

No, don't worry about it, Joan.

You're fine.

This bill was literally on my table this morning.

I must have dropped it when I was throwing garbage this morning. So embarrassing.

My bad.

Oh, no problem.

It happens.

I mean, it happens to all of us, you know.

I know, right?

Anyway, Candice, I won't waste any more of your time and thank you so much for your patients.

You're welcome, Joan.

Is there anything else that I can help you with today, maybe?

No, that's all, Candice.

I won't waste any more of your time.

Have a good one.

Have a good one, Joan.

Thank you for calling Power Up.

Bye.

Bye, Candice.

Okay, that was done.

Alright guys, so that was the mock call.

As you probably noticed, that was very short and simple.

And I did that on purpose

because in this video I am going to discuss the call flow

or the seven steps that you need to do when you're answering or assisting customers over the phone.

Okay so basically there are like five sequence in a call flow.

There's the opening, there is the probing or asking questions

and there's the research and And then there's the resolution and then closing the call.

That's number five.

But instead of discussing those five,

I am going to discuss the seven steps that you need to do when assisting customers over the phone.

I think this is easier to understand because these are verbs.

So these are instructions.

So let's say, for example, that you're lost.

you're just you feel lost

and you don't know what to do during a call you just refer back to this guide

and the guide will tell you where you are during your call

and what to do next so think of this as your map

when you're in a mock call or when you're talking to a real customer for that matter

yeah so let's begin

so the first step is open the call how do you properly open a call

so first you have to state a greeting you just have to say hi hello

or good morning and then thank you for calling the company's brand name

and then you have to state your first name so that the customer

can address you properly and then how may I help you

so in this call it was hi thank you for calling

power up company this is Candice how may I help you

that's all you have to do now depending on the company

the how may I help you could vary sometimes it could be hi thank you for calling

this company this is candace how can i make your day better

and it really depends on the company maybe they want to customize their opening call

and that's fine too

but how may help you is pretty much the standard you can never go wrong with it

so you're fine okay so that is the opening now

let's go to empathize or assure

or both I just said sure I'll be happy to pull up your account now

and check the billing details for you so

100

that is like one sentence assurance

101

that I will I am going to help her did I

102

have to empathize no let me just insert this here and explain the difference between empathy, apology, and assurance.

103

So when do you empathize?

104

You empathize when you're saying sorry for the customer, but it's not necessarily your company's fault.

105

For example, you're saying, oh, I'm so sorry to hear that.

106

That must be really hard for you.

107

That is empathy.

108

But what if it is your company's fault that the customer is experiencing an issue?

109

In that case, you need to apologize to the customer.

110

You just have to say, I apologize for this inconvenience.

111

That is apology that is owning up to your mistakes.

112

Obviously you don't want to apologize when it's not clear or you're not sure, or it's just plainly not your company's fault.

113

That would be owning up to a mistake that you didn't commit.

114

That would be bad because the customer would think that it is your duty to fix that, even if it's not your company's fault.

115

And then we have assurance.

116

This is applicable when the customer is only asking for an information.

117

She just wants an answer, not much emotion involved from the customer.

118

And this is the case in this mock call the customer was just asking a question

119

and she just wanted her question answered.

120

If there's any emotion, it was a little bit of confusion, but in the end, it was her fault.

121

So in this call, assurance was enough.

122

I did not have to empathize and certainly not apologize.

123

Next, number three.

124

Number three is confirm the account.

125

Confirming the account of a customer is very important.

126

you don't want to miss this you don't want to forget this

127

if you don't want your grade your mock call score to be deducted this is very important for security purposes

128

because you really want to make sure

129

that the person you're talking to is the owner of the account

130

and so you should never never forget this now obviously there are situations

131

when you don't have to confirm the customer's account and

132

that is if the customer doesn't have an account with the company

133

but in this call the company the customer actually had an account with the company

134

so in this case i ask the customer to confirm her account

135

and so i ask her about her account number her first and last name.

136

Step number four is probe or ask relevant questions if applicable.

137

Probing guys is when you ask a customer a question in order to gain clarity of her situation, of her question, of her concern.

138

And in this call, I asked her, it was in the month of July this year, right?

139

July 2020.

140

and that in itself is an example of a probing question

141

because when she said July at the start of the call she didn't really say 2020

142

and me I didn't want to assume I really need to make sure

143

that she's talking about the correct year

144

and correct month then I ask her whether

145

or not she's talking about July 2020 and so she said yes

146

so that was probing also guys I also want to remind you

147

that probing in some situation is not necessary

148

because probe you only probe you only ask questions

149

when you don't fully understand what the customer is asking when you don't fully understand her concern when you need more information.

150

That is a time when you need to probe.

151

But there are situations when the customer's concern is really just one simple sentence and you can just answer it right away.

152

Then you don't have to ask questions.

153

You only need to ask questions when you don't understand fully the customer's question or situation or you need more information.

154

but if you already understand what the customer is asking 100 you don't need to ask those questions usually

155

when I when I call some call centers

156

and I ask them a really simple question like okay how much is the cost for this

157

and then the agents ask a probing question

158

and ask me back okay just to clarify ma'am you want to know the price of this package

159

but in that case you don't really need to ask a question.

160

You don't really need to ask the customer the question because you already know it's very simple.

161

You just have to answer right away.

162

And yeah, and this is one of those cases when you don't really need to probe all the time.

163

Probing, you only need to do probing.

164

You only need to ask questions when you don't know all the information.

165

That's it.

166

OK, so step number five is solve the problem

167

or answer the question self-explanatory this is where you answer the

168

customer's question after gathering all the information this is where you give her the answer

169

or if the customer has a problem this is where you give her the solution

170

or if the solution she is asking for is not possible then you can just give her an alternative resolution.

171

So the resolution part during the call was when I told the customer

172

that there was no $33 charge on the month of July 2020.

173

This is the part where I informed the customer and I was able to answer her question.

174

So this is the resolution part.

175

And then the step Number six is offer additional assistance.

176

This is very easy.

177

This is just a one simple sentence.

178

But if you miss this, you will miss points as well.

179

I was a QA before for two years.

180

And every time an agent forgets to offer additional assistance, then it's a minus 10.

181

That's big.

182

That's a substantial deduction.

183

So you don't want to forget this.

184

It's very simple.

185

You just have to say, is there anything else that I can help you with today?

186

And there it is.

187

You earn 10 points.

188

The importance of offering additional assistance is that you're basically telling the customer that,

189

hey, I am here and I'm willing to help you if you have any other concern.

190

It makes the customer feel heard and feel that she matters to the company.

191

And that's only one sentence, but it's very important in customer service.

192

Is there anything else that I can help you with today?

193

Very good.

194

Very important.

195

Don't forget it.

196

And the number seven and the last part of the call is to close the call.

197

To close the call, you just have to say, thank you for calling, company name, and have a good day.

198

That's it.

199

Done.

200

Okay, guys.

201

So I am done with a mock call.

202

I am done with the call flow.

203

In my next video of mock calls, I am going to make the customers a little bit more difficult,

204

their situations and problems a little bit more complicated

205

and the call a little bit longer

206

because my goal for making these videos of mock calls is

207

to expose you to different scenarios to different personalities of customers

208

so you will basically have a realistic experience of how it

209

is really to answer calls over the phone you probably also noticed

210

that i did a little bit of edit with my voice um the customer

211

that was actually my voice the customer's voice was actually mine

212

i just edited a bit to make it sound more different from my voice i also edited

213

and i also edited it to make sure

214

that it sounds like the customer is talking through the telephone

215

because it will help you guys it will help you once you're on the floor

216

and you're handling a mock call

217

or an actual call from a customer you're gonna get used to it

218

and you're not gonna be as anxious as you would be then

219

when it's your first time hearing that kind of setting and

220

if you just got hired or you have no call center experience

221

and you want to pass your call center training maybe you already passed your call center interview

222

and you just really want to improve your call call handling skills

223

subscribe to my channel

224

because I am going to be uploading around maybe 10 to

225

15 videos of mock calls different situations different scenarios different customers different complexities of problems

226

so pretty much by the end of these videos you should

227

you should have a good foundation of call handling skills

228

so make sure to subscribe to my channel click the subscribe button below

229

and don't forget to like this video and subscribe that's all guys okay bye i'm hungry

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Từ vựng và ghi chú luyện nói cho bài học này

Bài luyện nói trình độ B1 này dựa trên video “Mock Call Sample Recording With Call Flow Guide: PART 1”. Những từ được nhắc lại nhiều nhất trong bài: customer, account, july, mock. Video này có 229 câu và 2437 từ để luyện shadowing. Phần lời nói dài 16:28. Người nói giữ tốc độ đều, khoảng 148 từ mỗi phút, vừa sức để nói đuổi theo. 88% 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
empathize động từ	/ˈɛmpəˌθaɪz/	đồng cảm, thấu cảm
subscribe động từ	/səbˈskɹaɪb/	đăng kí
apologize động từ	/əˈpɑləˌd͡ʒaɪz/	xin lỗi
edit động từ	/ˈɛdɪt/	biên tập, chỉnh sửa
headset danh từ	/ˈhɛdsɛt/	tai nghe
empathy danh từ	/ˈɛmpəθi/	thấu cảm
apology danh từ	/əˈpɑ.lə.d͡ʒi/	sự xin lỗi
scenario danh từ	/sɪˈnɛəɹioʊ/	trường hợp, kịch bản
emotion danh từ	/ɪˈməʊ.ʃən/	cảm xúc
depend động từ	/dɪˈpɛnd/	phụ thuộc
embarrass động từ	/ɪmˈbæɹəs/	làm xấu hổ
neighbour danh từ	/ˈneɪbɚ/	láng giềng, hàng xóm
verb danh từ	/vɝb/	động từ
microphone danh từ	/ˈmaɪ.kɹəˌfəʊn/	máy vi âm, micrô
greet động từ	/ɡɹiːt/	chào, chào mừng

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 that I can help you with today, maybe?
I won't waste any more of your time.
Then you don't have to ask questions.
Is there anything else that I can help you with today?

Ngữ pháp trong video

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

Cấu trúc	Trong video
Câu bị động be + quá khứ phân từ — nhấn vào việc xảy ra, không phải người làm	was moved · were only charged · was done
Thì quá khứ tiếp diễn was/were + -ing — việc đang diễn ra tại một thời điểm trong quá khứ	was throwing · was just asking · was probing
Lời khuyên với “should” should + động từ — nói điều nên làm	should never never forget · should have
Thì hiện tại tiếp diễn am/is/are + -ing — việc đang diễn ra lúc nói hoặc quanh thời điểm này	you're assisting · I'm calling · am seeing

Phát âm cần chú ý

Người nói dùng 65 dạng rút gọn, ví dụ don't, you're, I'm. Hãy nói theo dạng ngắn đúng như bạn nghe.

Âm “th”: empathize /ˈɛmpəˌθaɪz/, empathy /ˈɛmpəθi/, gather /ˈɡæðɚ/
Âm “sh” và “zh”: assurance /əˈʃʊɹəns/, emotion /ɪˈməʊ.ʃən/, deduction /dɪˈdʌkʃən/, simulation /ˌsɪm.jəˈleɪ.ʃn̩/, subscription /səbˈskɹɪpʃən/
Từ dài — đặt trọng âm cho đúng: apologize /əˈpɑləˌd͡ʒaɪz/, apology /əˈpɑ.lə.d͡ʒi/, applicable /əˈplɪk.ə.bəl/, explanatory /ɪkˈsplæn.ə.t(ɔː.)ɹi/, inconvenience /ɪnkənˈvinjəns/

Những âm người Việt thường gặp khó:

Cụm phụ âm cuối — đọc đủ từng âm, đừng nuốt âm cuối: assurance /əˈʃʊɹəns/, depend /dɪˈpɛnd/, deduct /dɪˈdʌkt/, inconvenience /ɪnkənˈvinjəns/, inform /ɪnˈfɔɹm/
Âm /tʃ/, /dʒ/ và /ʒ/ — tiếng Việt không có, đừng đọc thành “ch” hay “gi”: apologize /əˈpɑləˌd͡ʒaɪz/, apology /əˈpɑ.lə.d͡ʒi/, garbage /ˈɡɑɹ.bɪd͡ʒ/, confusion /kənˈfjuːʒən/
Âm /æ/ — mở miệng rộng hơn âm “e”: embarrass /ɪmˈbæɹəs/, explanatory /ɪkˈsplæn.ə.t(ɔː.)ɹi/, clarify /ˈklæɹ.ɪ.faɪ/, clarity /ˈklæɹ.ɪ.ti/, anxious /ˈæŋkʃəs/

Cách luyện với video này

Nghe hết video một lần, chưa cần nói, và ghi lại những từ bạn chưa biết.
Nói đuổi từng câu ở tốc độ bình thường, lặp lại mỗi câu đến khi nhịp của bạn khớp với người nói.
Ghi âm giọng mình rồi so với bản gốc, chú ý các từ như empathize, subscribe, apologize.

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 →

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