Video Length: 2:48
Updated on: 04/09/2021
Lesson Time: 1–2 hrs.
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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.
An instructional video from Skillsoft about handling customer complaints, implementing effective customer service techniques, and how to deal with angry customers.
Customer Service, Customer Complaints, Professional Skills, Career Skills