OVERVIEW & OBJECTIVES

This IT & customer service ESL lesson provides activities, PDF worksheets, and digital materials designed for intermediate B1 - B2 students. In this lesson, students will:

• Discuss common technical issues related to various devices and applications.
• Expand their vocabulary with terms related to IT support and customer service.
• Watch a comedy sketch featuring an engineer's humorous interaction with an automated IT support center.
• Engage in discussions about the effectiveness of automated customer support systems.
• Role-play or write an email exchange simulating a customer support scenario.

PREVIEW & DISCUSSION

In the preview activity for this IT & customer service ESL lesson, students explore common technical issues by examining images of various tech devices, software, the internet, and printers. They discuss their experiences with these issues, focusing on how they resolved them and whether they prefer to solve problems independently or seek help. Following this, students read a short dialogue between Andy and IT support, analyzing Andy's interaction with an automated system and reflecting on how they would feel in a similar situation. This sets the stage for a broader discussion about the effectiveness of automated IT support calls and services, encouraging students to share their likes and dislikes about these systems.

VIEWING ACTIVITY

Students watch a humorous video featuring Anderson, an engineer who struggles with an automated IT support center while trying to fix his printer. After viewing, they answer questions to check their understanding, discussing what Anderson asks his colleague and what issues he faces. They also work on correcting statements about the video to ensure they grasp the key points accurately. This activity provides insight into common frustrations experienced during technical support calls and highlights the nuances of automated systems.

DISCUSSION & CUSTOMER SERVICE PHRASES

In this section, students engage in discussions about the realism of the video’s scenario, sharing personal experiences that mirror the situation. They explore the reasons companies adopt automated support systems and weigh the advantages and disadvantages of such services. Students complete a phone call simulation using provided phrases. This gives students the chance to practice their developing their customer service vocabulary skills in a realistic context. Finally, they discuss and evaluate the effectiveness of the IT support agent's handling of the customer’s issue.

IT & CUSTOMER SUPPORT: PHONE CALL ROLE PLAY

For the activation activity, students choose a common IT or customer service issue they have encountered or imagined and write a brief description of the problem. They role-play as either the customer or the support agent, using specified phrases to simulate a realistic phone call. After switching roles, students reflect on their experiences in both roles, discussing what makes a customer support experience positive or negative.

IT & CUSTOMER SUPPORT: EMAIL EXCHANGE

Alternatively, students can write an email exchange related to the chosen IT or customer service issue. They draft an initial email as the customer describing their problem and then write a response as the support agent, addressing the issue. After completing the email exchange, students share their emails with a partner, discussing the effectiveness of their communication and the clarity of their messages. This option emphasizes written communication skills and allows for creativity in crafting responses.

BENEFITS OF USING THIS ESL LESSON PLAN ON IT & CUSTOMER SERVICE

• The use of a humorous video keeps students entertained while they learn important vocabulary and concepts related to IT and customer service.
• Role-playing scenarios provide students with practical experience in handling customer service situations, boosting their confidence in real-life interactions.
• Focus on relevant terminology enhances students' language skills and prepares them for conversations in professional settings.
• Discussion questions and reflective activities encourage students to analyze and evaluate the effectiveness of automated systems, promoting higher-order thinking skills.
• The lesson plan offers two activation options (phone call role play and email exchange), accommodating different learning styles and preferences while ensuring comprehensive coverage of the topic.