Customer Service That Works

The main goals of this ESL lesson plan are to:

• – introduce C2 level vocabulary,
• – practice reading comprehension,
• – improve discussion skills. 

This proficiency lesson plan examines why perfect customer service might be impossible or even counterproductive, exploring the gap between scripted interactions and genuine problem-solving.

Warm-Up:

The class commences with a lively discussion about customer service memes. This activity is designed to capture the students’ interest and lay a relatable foundation for the lesson.

Video:

In this segment, students will be shown the video “Customer Service Calls In Real Life.” Following the viewing, a range of questions will be posed to deepen their comprehension of the video’s content and to further develop their speaking skills.

Exercises:

Here, students will fill in gaps in sentences using words from a word bank. In the following exercise, they will group customer behaviors in the correct categories. Lastly, they will create a customer service story using provided words.

Reading:

The lesson also features a segment where students read a concise article about customer service. Following the reading, students will discuss the primary ideas and themes of the article.

Discussion:

To end the lesson, the class will engage in a meaningful discussion, prompted by a quote about customer service.