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Business & Corporate

Handling Customer Complaints: Defusing Frustration


Lesson Description:

In this Business English lesson plan for adults, students watch a video 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 related to this topic and do an activity using the important vocabulary terms from the video. For grammar, students do an exercise on using gerunds. In the cooperation activity, students can do a dialogue and role play activity.

Lesson Activities:

Customer Complaints, Customer Service
Short Answers, List the Events in Order, Fill in the Letters
Expressions, Terms, Phrases, Verbs, Context Usage
Using Gerunds
Dialogue & Role Play

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Lesson Notes
2:48
1–2 hrs.
UPPER-INTERMEDIATE (B2)

  • Educational / Professional / Business


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