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.

LESSON ACTIVITIES

• SPEAKING: Customer Service, Customer Complaints
• VIEWING: Short Answers, True / False
• VOCABULARY: Multiple Choice, Write Your Own Definitions, Context Usage, Prefixes
• GRAMMAR: Phrasal Verbs
• ADDITIONAL: Quiz & Review + Bonus Activity

LESSON TOPICS

Customer Service, Customer Complaints, Professional Skills, Career Skills