Osman Osman

CALL CENTER
B1 level

Description

IN THIS LESSON, THE STUDENTS PRACTICE CALLING TO CALL CENTERS AND REPORT TO MAKE COMPLAINTS ABOUT THE SERVICES SUCH AS GAS, WATER, TO REPORT FAULTS OR LOST/STOLEN CREDIT CARDS, ASK FOR INFORMATION THROUGH GUIDED DISCOVERY BASED ON A WATCHING VIDEO AND READING TEXT ABOUT CALL CENTERS

Materials

No materials added to this plan yet.

Main Aims

  • To provide clarification, review and practice of language used for making complaints or reporting faults to call centers in the context of financial advice

Subsidiary Aims

  • To provide gist and scan reading practice using a text about call centers
  • To provide fluency and accuracy speaking practice in a conversation

Procedure

Warmer/Lead-in (3-5 minutes) • To set lesson context and engage students

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?

Exposure (8-10 minutes) • To provide a model of production expected in coming tasks through reading/listening

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)

Useful Language (8-10 minutes) • To highlight and clarify useful language for coming productive tasks

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?

Productive Task(s) (18-20 minutes) • To provide an opportunity to practice target productive skills

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.

Feedback and Error Correction (8-10 minutes) • To provide feedback on students' production and use of language

T writes the errors on the board for corrction.

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