T displays the image "Call Center" T: WHERE ARE THESE PEOPLE WORKING?(WORKING IN A CALL CENTER) WHY DO WE USE THE CALL CENTER?(TO MAKE COMPLAINTS ABOUT THE THE SERVICES SUCH AS GAS, WATER, TO REPORT FAULTS OR LOST/STOLEN CREDIT CARDS, ASK FOR INFORMATION) HAVE YOU EVER CALLED A CALL CENTER? HAVE YOU EVER RECEIVED A CALL FROM A CALL CENTER?

T; LOOK AT 2.4, PART 1 MATCH THE WORDS WITH THE MEANINGS DO IT ALONE ICQ: WHAT DO YOU DO? T: CHECK WITH YOUR PARTNER T reveals the key. T: LOOK AT PART 2 READ THE QUESTIONS READ THE TEXT AND ANSWER THE QUESTIONS DO IT ALONE ICQ: WHAT DO YOU DO? T: CHECK WITH YOUR PARTNER T reveals the key. T: WATCH THE VIDEO WHAT IS THE VIDEO ABOUT?(SHE IS REPORTING INTERNET CONNECTION POBLEM) WHAT KIND OF ACCENT DOES THE WOMAN IMITATE?(INDIAN)

T gives the handout "Listening 2.4 - 3 T: READ THE DIALOGUE WHAT IS THE DIALOGUE ABOUT?(REPORTING THE LOSS OF A CREDIT CARD) T writes on the board "Call center and Customer" T: YOU ARE WORKING FOR A CALL CENTER. YOU ANSWER THE CALL. HOW DO YOU ANSWER THE CALL?( GOOD MORNING/EVENING. MY NAME IS.. HOW CAN/MAY I HELP YOU? WHAT OTHER QUESTIONS DO YOU NEED TO ASK?(COULD YOU TELL ME YOUR NAME AND ADDRESS PLEASE?, I NEED TO VERIFY YOUR IDENTITY. CAN YOU TELL ME YOUR DATE OF BIRTH? WHAT IS YOUR MOTHER'S MAIDEN NAME?) IF YOU ARE THE CUSTOMER, HOW WOULD YOU REPLY?(I WANT TO REPORT THAT I LOST MY CREDIT CAR AND I WANT TO CANCEL IT NOW.) WHAT DO YOU NEED TO KNOW?(WHEN WILL YOUR NEW CARD ARRIVE?

T splits the students into "Customer and Call center personnel" T: YOU LOST YOUR CARD. CALL YOUR BANK'S CUSTOMER HELP LINE AND REPORT IT. WORK IN PAIRS ICQ: WHAT DO YOU DO? T monitors and notes the errors. T: YOU HAVE A PROBLEM WITH YOUR INTERNET CONNECTION CALL YOUR INTERNET PROVIDER'S HELP LINE AND REPORT IT. WORK IN PAIRS ICQ: WHAT DO YOU DO? T monitors and notes the errors.

T writes the errors on the board for corrction.