I need to speak to your supervisor

The main goals of this ESL lesson plan are to:

• – Learn customer service vocabulary including terms like “glitch,” “troubleshoot,” and “tech support” while practicing work-related expressions through dialogue completion exercises in this business English lesson.
• – Analyze customer service processes by watching satirical videos about support calls, mapping out call procedures, and identifying positive versus negative phrases used by representatives.
• – Express opinions and emotions through practicing agreement and disagreement, making suggestions about customer service scenarios, and developing different ways to respond professionally in business communication situations.

In this Business English lesson on customer service, the student will practice expressing opinions, feelings and emotions, agreement and disagreement, making suggestions, and reporting events.

Warm-up

The student recalls their own experience with a customer service representative.

Vocabulary: Customer service

To expand the student’s business English vocabulary, work-related words and key expressions will be presented, as well as customer service vocabulary items taken from the video for the student to match with their meanings (glitch, troubleshoot, tech support, etc.). The student applies the new vocabulary in exercises where they complete different dialogues between customers and customer service reps.

Video: Customer service calls in real life

The student watches a satirical video about customer service calls and completes the video comprehension activities.

Next, the student maps out the process of the customer service call they heard by filling in the boxes with the different people or departments that the customer dealt with. 

The student is presented with sentences often used by customer service reps. They need to mark them as positive or negative.

Finally, the student comes up with different ways to respond to “thank you.”