Customer service, Business result,
To provide gist and scan reading practice using a text about rules for good customer service in the context of customer service and relation
To provide fluency and accuracy speaking practice in a conversation in the context of customer service
Procedure (45-55 minutes)
It is very important to set the context successfully since the context is heart of our lesson. There is great chance that there will be no learning if setting the context fails. That`s why I prefer to set the context with a "problem and solution". Firstly, I will show them the visual of the poor customer service and ask them to talk in pairs and find out what`s wrong. After receiving a short FB, I will show them the visual of solutions and ask them to tell me how we can help the customers. a whole-class feedback will be the final step.
In this stage, my highest priority is to help the students with the preparation for the lesson. It is of great importance that the student should not go into the text cold, so a good pre-reading activity can be very helpful. I can use the visual of a survey which is a part of the lesson and ask them to tell me what this is and what is it for. The aim of this step is to familiarize the students with the up-coming text using their own ideas.
The first step of introducing the text is to provide a good gist question which is less challenging. herein, I will ask them to go through the text and tell me what a good service is and if it is the same in your company. The aim of this step is to provide an easier chance to check the text and meanwhile, to relate it to their own job areas (to personalize). I will ask them to check their answers in their groups and give me a whole-class FB.
the book has provided the students with two scanning questions and through this stage they will be able to check their understanding even better. For the exercise 2, I will ask them to match the quotes with 6 tips in the reading. Here the ICQ can be "should you do it alone or with a friend?", this question implies the fact that students are to do the reading exercises on their own and then check in groups or pairs. Afterwards, I will ask them to do exercise 3, which is to scan the text again and match the words to their definitions. In order to give the FB, I can provide the correct answers and put them on the wall around the class and ask them to go and check their answers. The aim of this step is to provide a more challenging situation in which the students are supposed to go through the text more carefully and find the exact answer.
Exercise 4 gives the students some incomplete questions in which they have to use the target language that they have learnt. I will ask them to complete the questions on their own and answer them in their groups, finally to receive the feedback I will ask them to stand in an onion-ring and answer the questions. In order to provide the students with a freer practice, I will introduce a problem and ask them to find some solutions to it. The problem is related to the costumer service. I will divide them in groups and each group is a company. Finally, the company with the best idea is the winner. The aim of this stage is to let the students produce the target language after a scaffolding process.