跟讀練習: Lost Parcel Mock Call Sample - 通過影片學習英語口語

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this is claire and this is candace

and today they're going to handle the same issue from the

same customer tabitha ratchet the point of this video is to show you the difference between bad

and great customer service

and what i want you to do is to notice the difference between the two

and then comment down below your observations all right let's begin

thank you for calling question this is claire how may i help you today

i still have not received my order you said i would receive it on the 20th

so the 22nd still nothing i don't know what's going on but

if it's not too much of a bother to you i

would really really not love to get what i paid for

you know what i mean okay may have the order number

and your first name 498 4977 tabitha ratchet thank you let me just check

that here I mean it's ridiculous

if there's a delay you could just tell me it's not like you don't have my email

or anything you didn't notify me at all if I forgot

that I'd ordered it

which by the way happens sometimes then I'd completely be paying

for nothing one moment please will I check your order status

unbelievable are you even listening to me I am that's why I'm gonna check this status for you, okay?

Okay, fine.

Go ahead.

Thank you.

Okay, according to the FedEx note here, your parcel was delivered on the 20th at 10 a .m

and it was left on the front porch according to the notes.

What?

You're kidding, right?

Okay, okay first of all my apartment has no front porch second

the only way to deliver parcels in a residence is by

leaving them to the concierge that's it third I was at home the whole day on the 20th

and no one literally no one knocked on my door

or called my number to notify me of a parcel

so whatever this FedEx guy saying he's lying okay he's lying

have you tried checking with the buildings concierge to see

if they have kept a package for you or i just checked this morning and the answer is no

there's no parcel otherwise it wouldn't be calling you how about your neighbors have you checked with them to see

if they received your parcel just just what light of questioning is this are you saying

that my neighbor stole my parcel no no no i'm not saying

that what i'm saying is they might have received your parcel while you were away.

You're not listening to me.

I told you I was in the apartment the entire fucking day.

If someone delivered a parcel, the concierge would have received it by now.

Second, and I repeat, the only way we receive parcels here is through the concierge.

Nothing else.

No front porch, no neighbors.

We're even asking about my neighbors.

They have nothing to do with this.

And shouldn't you be questioning the fact that FedEx said I have a front porch when I clearly don't?

Tabitha, I'm just doing my job.

This is a standard protocol we have to make sure

that the receiver has checked all the possible places the parcel could have been delivered

so do your job right you're not even trying I've been spending my time here listening to you

and the only thing you're doing

so far is asking me dumb questions like what kind of

service is this I just want to get what I paid for is

that so wrong to ask please calm down Tabitha I'm here to help you then help me

and for God's sake do it well jesus christ okay tabitha i'm sorry

that this happened to you but oh yes i bet you are

okay for us to resolve this i will send you an email please reply to

that email to confirm in writing that you did not receive the parcel after

that i'm gonna i'm already talking to you what do you

need me to email you for i'm i'm telling you right now i did not receive my parcel

so do something about it now it's it's not

that simple Tabitha you have to confirm in writing

because that's what we're gonna show FedEx so they can begin the investigation

so no this is necessary to prove

that we are not making this all up once the claim is filed we will investigate

and depending on the investigation it will take seven around seven business days

and then we can refund or replace or find your missing parcel

so just file a dispute and get my money back

you know that i'm being nice right now right i am contacting you first

when i could just have phoned my bank

and mark you as fraud in an instant you know

that right i wouldn't recommend that as

that might poorly reflect on your credit score especially

that it shows delivered you know

so the best option i recommend is to let us file a claim on your behalf that's what i recommend

You know what?

With the ridiculousness of the situation, I can't even bring myself to be mad anymore.

Like, what is the point anyway?

You basically have the emotional intelligence of a peanut, so.

i envy you that's for sure okay so uh how would you like to proceed

well it's not like i have a choice take care of

it deal with fedex i didn't pay you to make me file the claim myself

so okay so after you confirm through email

that you did not receive your parcel i will file a

pdnr for you what's pdnr it means parcel delivered not received

and will take take it will take five to seven business days okay what happens

if the parcel isn't found is the replacement available in your warehouse i need a replacement for

that i want a refund

um well since this is a dropship item we don't have the item in stock in our warehouse

so i would first have to check with the dropship team for its availability

but yes i will take note of that what's the dropship it means

that the item is in another warehouse

and we don't have the inventory for it

so we will first coordinate with the supplier you know what you are making my head spin

so let me get this straight seven business days for the investigation

and if not found

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.

190

Okay, so I guess that's my best option.

191

What do you need me to do?

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Just reply to your email saying that I didn't receive the parcel?

193

That's correct.

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I have just sent you the email.

195

All right, I will reply in five minutes.

196

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

202

that claire did wrong and candace did right head over to this video at the top

203

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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為何這個影片是絕佳的英語口語練習素材？

這段關於丟失包裹的模擬通話影片，簡直是看影片學英語的寶藏。它真實還原了客服場景中的情緒波動與溝通細節，從不滿的顧客到不同風格的客服回應，每一句對話都充滿生活氣息。對於想要提升口語實用性的學習者來說，這樣的真實場景比單調的課文更能鍛鍊應變能力，也更易激發學習興趣。

拆解自然表達，學習地道口語

我們來看看幾個讓對話更自然的關鍵表達：

“if it's not too much of a bother to you”：顧客用這句委婉表達不滿，比直接抱怨更符合日常溝通習慣。學習這種“禮貌中帶情緒”的句式，能讓口語更接地氣。
“I will now go ahead and pull up your order”：客服坎迪斯的回應簡潔明瞭，“go ahead and”體現出主動解決問題的態度，避免了生硬感。
“that's definitely odd”：當顧客指出送貨資訊有誤時，坎迪斯用“odd”表達疑惑，既自然又不激化矛盾。這種模糊化表達在溝通中很實用。

跟著影片練，輕鬆掌握shadow speak技巧

想要用好這個影片，試試shadow speak訓練法：先完整觀看一遍，感受對話節奏；再逐句暫停，模仿說話人的語氣、重音和停頓，錄下自己的版本；最後對比原聲，調整發音和語調。比如顧客生氣時的快速語速、客服克萊爾的敷衍語氣，都是練習的重點。每天花10分鐘重複這個過程，堅持一週就能明顯感受到口語流暢度的提升。

通過這樣的練習，你不僅能學會實用的表達，還能掌握不同場景下的溝通技巧，讓英語口語真正“活”起來。

影片中的語法

說話人最常用的結構，並附上影片中的原話：

結構	影片中的用法
現在完成時 have/has + 過去分詞 — 過去發生但與現在仍有關聯的事	have not received · have you tried · have kept
被動語態 be + 過去分詞 — 強調發生了什麼，而不是誰做的	was delivered · was left · have been delivered
用 “might / may” 表可能 might/may + 動詞 — 有可能但不確定的事	may have · might have · might poorly
最高階 the -est / the most … — 一組中最高或最低的	the best · our best · my best

什麼是跟讀法？

跟讀法 (Shadowing) 是一種有科學依據的語言學習技巧，最初開發用於專業口譯員的培訓，並由多語言者Alexander Arguelles博士普及。這個方法簡單而強大：您在聽英語母語原聲的同時立即大聲重複——就像是一個延遲1-2秒緊跟說話者的影子。與被動聽力或語法練習不同，跟讀法強迫您的大腦和口腔肌肉同時處理並模模擬實的講話模式。研究表明它能顯著提高發音準確性，語調，節奏，連讀，聽力理解和口語流利度——使其成為雅思口語備考和真實英語交流最有效的方法之一。

影子跟讀法: 閱讀完整分步指南 →

跟讀練習: Lost Parcel Mock Call Sample - 通過影片學習英語口語

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為何這個影片是絕佳的英語口語練習素材？

拆解自然表達，學習地道口語

跟著影片練，輕鬆掌握shadow speak技巧

影片中的語法

什麼是跟讀法？