About the audio
All the audio on this page comes from the American English voice of your device (text-to-speech). There are no audio files, so every word, line and sentence can play, even the sentences you write.
- Listen as many times as you want. Play one line, the full dialogue, or one word from the vocabulary.
- Hear your own answers. In Personalize, the page reads your sentences, so you hear your own customer English before your next Teams meeting.
- Build long sentences. In My Script, Listen slowly and the backchaining steps help with long lines and numbers.
- Answer by voice. In Trainer Pro, a customer or a supplier says something to you in a meeting. Tap Click & Say and say your answer. The page understands numbers, codes and dates in different forms.
- One voice for each character. Women have female voices and men have male voices, and every character in a dialogue sounds different. If your device has fewer voices than characters, two characters share a voice with a different pitch.
- See what is playing. The button that is playing turns coral with moving bars, and the line is highlighted. Tap it again to stop.
- Change the speed. Use Slow (at the top of the page) to follow the marks, and Normal for shadowing. The dialogues also show ‿ linking: where the end of one word connects to the next (check~it out, next~time, did~you).
- Same spelling, different sound. Some words change pronunciation with their grammar, like record /ˈrɛkərd/ (a record) and record /rɪˈkɔrd/ (to record), lead /lid/ (lead time) and lead /lɛd/ (the metal), or estimate /ˈɛstəmət/ (an estimate) and /ˈɛstəˌmeɪt/ (to estimate). Codes like SDS, UN, BOL and PPE are read letter by letter; phone numbers digit by digit, with 0 said oh.
- Check your pronunciation. Say it uses your microphone to compare your sentence with the script.
Works best in Chrome, Edge or Safari. The voice can be different on each device. No sound? Check the volume and the silent mode of your phone. For Say it, allow the microphone.
Key Vocabulary
Start here. Learn and practice the key words and expressions of this topic before the dialogues.
Tip: on your phone, turn it sideways for Space Quiz.
Vocabulary warm-up
Play before the dialogues. Every game uses all the vocabulary and expressions of this topic and picks new words each time.
Drag across the letters to select a word.
My Script: Handling Incidents
Your key lines for meetings and emails with customers. Build each sentence from the end, one piece at a time, then say the full line.
Let's talk
Answer with your teacher. Use the vocabulary and grammar from this topic.
Spanglish check
Words that Mexican logistics teams use every day, and what U.S. customers actually say.
| In a Mexican office | With a U.S. customer |
|---|---|
| “Hubo un percance” | There was an incident on the road |
| “La unidad viene retrasada” | The truck is running late / delayed |
| “La hora estimada de llegada” | the ETA (estimated time of arrival) |
| “No cumplimos el programa” | We missed two loads / we didn't meet the schedule |
| “Plan de recuperación” | a recovery plan |
False friends
These words look like Spanish words, but they mean something different.
| English | Looks like… | Actually means… |
|---|---|---|
| molestar | molest | bother or inconvenience = molestar; molest = abusar |
| accident | accidente | same meaning, but for minor road events many people say incident or fender bender |
| spill | espiar | derrame (spy = espiar) |
| report | reportar a alguien | informar; report a driver sounds like a complaint to authorities |
Cultural note
When something goes wrong, U.S. customers expect three things fast: what happened, the impact (new ETA, risk) and what you're doing about it. Call first, then confirm by email.
Take responsibility without blaming others: We should have caught that earlier. Here's what we're doing to fix it. It builds trust much more than excuses.
Read and pronounce
Listen to the model, tap Say it and say each sentence out loud. Bold words are the strong ones, gray words are soft and quick, and the underlined word carries the main stress. The app checks your pronunciation and marks any word it did not hear clearly.
I'm calling to let you know that today's load will arrive later than planned.
The new ETA is 3 p.m. instead of 11 a.m.
The driver is fine, and nobody was hurt.
You're right, and I apologize. We should have warned you earlier.
From now on, dispatch will confirm all your trucks 48 hours in advance.
Hi, Rodrigo. What's up?
How long is the delay?
Thanks for the heads-up. I really appreciate you calling before I had to ask.