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In this lesson you’ll learn some vocabulary related to customer service, as well as practice shadowing to practice pronunciation.

First, I suggest you to take a look on this video about shadowing.

Customer Service Call

Follow the conversation along, and practice shadowing repeating the sentences spoken in the conversation.

To slow down the video, hover the cursor over the video, then click on the pair of diagonal settings bars.

Script

You can use this script to practice on your own pace, and if you have someone to practice you can even do a role-play!

Customer: «I’ve had it up to here with your company! Your product is terrible and your service is even worse!»
Service Representative: «I understand you’re frustrated, and I’m here to help. Let’s work together to resolve this issue. Can you tell me what specifically is causing the problem?»
Customer: «Well, for starters, your product arrived broken, and when I called last time, I was put on hold for ages!»
Service Representative: «I’m really sorry to hear that happened. Let me take a look at your account and see what I can do to make this right. I appreciate your patience.»
Customer: «I just don’t understand why I have to go through all this trouble!»
Service Representative: «I completely understand, and I apologize for the inconvenience. We value you as a customer, and I’m committed to finding a solution that works for you. Can you please provide me with your account details so I can investigate further?»
Customer: «Fine. It’s 705 645 784. But I want this sorted out quickly.»
Service Representative: «Thank you for providing your account details. I’ll do my best to resolve this as efficiently as possible. While I’m looking into this, is there anything else I can assist you with?»
Customer: «No, just fix this mess.»
Service Representative: «Absolutely, I’ll prioritize this issue for you. Thank you for bringing it to our attention, and I appreciate your patience as we work through this together. Is there anything else I can do for you right now?»
Customer: «No, that’s it.»

Key vocabulary

Have had it (up to here) with – to have suffered because of someone or something and to be no longer able to bear him, her, or it.

Put on hold – If you are on hold when using the phone, you are waiting to speak to someone

Sort something out – to deal successfully with a problem, a problem, or a person who is having difficulties