Handling Customer Complaints: Defusing Frustration (B2 (Upper Int.))

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Handling Customer Complaints: Defusing Frustration

Student Level

B2 (Upper Int.)

Downloads:1264

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.