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Handling Customer Complaints: Defusing Frustration

Student Level


Video Length: 2:48

Updated on: 04/09/2021

Lesson Time: 1–2 hrs.

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Lesson Description

In this Business English lesson plan for adults, students watch a video and do a listening exercise about how to handle customer complaints on the phone. It includes discussion questions and activities about customer service, and making & handling complaints. Students learn some important vocabulary terms and phrases from the video. The post-viewing sections include activities on a quote from the video, vocabulary context usage, and prefixes. The grammar activity features phrasal verbs. There are additional speaking tasks included, as well as a quiz and review section with a bonus activity.

Video Description

An instructional video from Skillsoft about handling customer complaints, implementing effective customer service techniques, and how to deal with angry customers.

Lesson Activities

Customer Service, Customer Complaints
Short Answers, True / False
Multiple Choice, Write Your Own Definitions, Context Usage, Prefixes
Phrasal Verbs
Quiz & Review + Bonus Activity

Lesson Topics

Customer Service, Customer Complaints, Professional Skills, Career Skills

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