Customer Service - Business English
By the end of the lesson, students will be better able to understand and use the lexical items connected to the customer service, describe their own experience.
To develop students’ skill of speaking about their customer service experience.
Procedure (49-60 minutes)
Tell Ss to choose the top 3 points from the list in ex. A and set a time limit of 1 minute. Put Ss into pairs. Ss discuss in pairs and find differences and similarities. OC. (8 min) Swap partners. Ss discuss the questions from ex. B with the new partners in pairs. OC. (7 min)
Ex. C. Ss complete the first part of sentences with the words from the box and match them with the second half individually. Set a time limit of 5 minutes. Ss check the answers in pairs. (3-5 min). OC - send the answers in chat, discuss the questions, if any. (5 min) Ex. D. Ss match the idioms with their meanings individually, set the time limit for 3 minutes. Check in pairs (2 min). OC (5 min). Ex. E. Ss fill in the gaps individually, set the time limit (5 minutes). Swap the partners, check in pairs. (3 min) OC - send the answers in the chat. (2 min)
Split Ss into 2-3 groups. Provide each group with a list of points. Ss choose the top 6 suggestions in a group. (5 min), reform the groups, the Ss discuss the points with the new partners to choose the new top 6 suggestions. (5 min). OC. FBA. (5 min)