Anastasia Anastasia

Customer Service - Business English
Upper-Intermediate level


Vocabulary and Speaking


Abc Unit 10, Market Leader Business English Course Book, 3rd edition, Upper-Intermediate

Main Aims

  • 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.

Subsidiary Aims

  • To develop students’ skill of speaking about their customer service experience.


Warmer/Lead-in (12-15 minutes) • To set lesson context and engage students

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)

Exposure + Useful Language (25-30 minutes) • To provide a model of production expected in coming tasks throughvocabulary exercises and to highlight and clarify useful language for coming productive tasks

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)

Productive Task(s) (12-15 minutes) • To provide an opportunity to practice target productive skills

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)

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