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Handling Customer Complaints: Defusing Frustration

Student Level

Downloads:1329

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

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

Lesson Topics

Customer Service, Customer Complaints, Professional Skills, Career Skills

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