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.