Dealing with difficult customers

Title separator

Read at home,
talk in class

functional language for dealing with customers
ARTICLE: https://eslbrains.com/crc057

LESSON OVERVIEW

In this extended Critical Reading Club lesson plan, students talk about the article they read at home. They also learn some functional language for dealing with customers and do several role-plays. This lesson is longer than other CRC lessons. 

B1 / Intermediate
B2 / Upper Intermediate
45 minCritical Reading ClubUnlimited Plan

This is a Critical Reading Club worksheet. With this format, students need to read an online article at home and do the exercises in the classroom. Learn more about how to use such worksheets and their benefits in our post.

WARM-UP & DISCUSSION

The lesson starts with a warm-up activity in which students try to explain why some people might agree with the provided statement about customers. Then, students talk about dealing with difficult customers, contacting customer service and the ideas from the article. For instance, they need to provide reasons why employees should or shouldn’t do what the article suggested. The discussion questions also contain some functional language that students might have heard, like We appreciate your patience. In this part of the lesson, students also share their experiences with complaints, refunds and discounts, both from the customer as well as the employee perspective.

FUNCTIONAL LANGUAGE FOR DEALING WITH CUSTOMERS

In this part of the lesson, students match a customer’s comments with a customer service rep’s responses. The responses include functional language such as: We appreciate your feedback., I apologize for the inconvenience. or It’s against our policy. Students also need to explain what some phrases in the comments mean (e.g. look into, make things right) They can infer the meaning from the context. 

Afterwards, students have a controlled practice of the functional language for dealing with customers. They need to use some words and phrases to reply to customers’ comments. Finally students get role-play cards. They need to read them and prepare to have a conversation with their partner. There are four role-plays and the situations include dealing with a difficult customer in a hotel, on the phone, on the plane and in a restaurant. Students are encouraged to use the functional language for dealing with customers from the lesson. 

ARTICLE

https://eslbrains.com/crc057

WORKSHEETS

Comments

Title separator

Leave a Reply

  1. Watanabefarah

    Cool

  2. Lorenzo2023

    “But you need to calm down”…..Uhm that might not be the best option.
    It might be better to say “I understand your frustration. Let’s try to get to the bottom of the problem and solve the issue”.

    1. Ewa

      Hi, thanks for your comment. ‘You need to calm down’ might sound strong, but you’ll see in the lesson that it is used in response to a rather extreme comment ‘Are you crazy? It’s all your fault!’. Also, the lesson is about how not to let customers bully you, so some strong words might be needed. Your suggestion is ofcourse a good alternative.

Browse other materials recommended for you

Title separator
ESL lesson about crowdfunding
B2 / Upper Intermediate | C1 / Advanced
Standard Lesson 60 min
Loading

When crowds fund your project

Business

With this lesson, students talk about funding sources, address scepticism and watch a video about common myths of crowdfunding. They also explore vocabulary, analyse successful crowdfunding campaigns and create their own projects.

ESL lesson about teamwork
B1 / Intermediate
Standard Lesson 60 min
Loading

All for one and one for all

Business

With this lesson, students engage in the exploration of teamwork. They discuss the importance of teamwork, explore vocabulary to talk about the topic, watch a video and discuss useful tips about how to create better teams.

ESL lesson about subscriptions
B2 / Upper Intermediate
Standard Lesson 60 min
Loading

Members only! Subscription models

Business Lifestyle

With this lesson, students talk about subscription models, explore vocabulary and discuss their personal experiences and opinions. They also watch a video featuring advice on how to manage subscriptions and discuss real-life services.

speaking lesson about career change
B1 / Intermediate | B2 / Upper Intermediate
Speaking Class 45 min / 60 min
Loading

Changing careers

Business

With this speaking lesson, students navigate the territory of career changes. They discuss job market trends, as well as benefits and challenges of transitioning careers. They also talk about important skills and watch a video about a woman who changed careers.

B2 / Upper Intermediate | C1 / Advanced
Critical Reading Club 30 min / 45 min
Loading

The golden age of podcasting

Business

Explore the fascinating field of technology and podcasts with this lesson! After reading an article, students discuss the use of AI in podcasts, practise vocabulary to talk about the topic and discuss their ideas if they launched a 100% AI-generated podcast.

job interview tips
B2 / Upper Intermediate
Flipped Lesson 60 min
Loading

Ace your next job interview

Business

Dive into the realm of job interviews with this lesson. Students practise job interview vocabulary, watch a video for tips, talk about what can make an interview successful and learn about the STAR approach for responding to interview questions.

talking about priorities
B1 / Intermediate
Standard Lesson 60 min
Loading

Prioritizing and to-do lists

Business Lifestyle

With this insightful lesson, students practise vocabulary to talk about priorities, watch an explainer video about the Eisenhower Matrix and discuss time management. They also give advice on how to organize tasks.

talking about work models
B2 / Upper Intermediate | C1 / Advanced
Standard Lesson 60 min
Loading

Office, remote or hybrid?

Business

With this up-to-date lesson, students discuss work life after lockdown and practise vocabulary to talk about workplace changes. They also watch a news video about companies changing the way they work and discuss different work models.

speaking about misunderstandings
B1 / Intermediate
Speaking Class 45 min / 60 min
Loading

How to deal with misunderstandings

Business General

With this speaking lesson, students discuss situations that might cause misunderstandings, watch a short and funny ad and analyse tips on how to avoid miscommunication.

Show more lessons

Questions

Title separator

Is there a minimum subscription period if I choose a monthly subscription?

No, there’s no minimum required number of subscription months. You can cancel any time you want. Basically, you can sign up and then cancel your subscription the next day, which will mean you have access for 1 month and won’t be charged again.

What currencies can I pay in for my subscription?

Our default currency is USD (American dollar), but you can also pay in EUR (euro), GBP (British pound sterling) or PLN (Polish zloty). You can change the currency you want to pay in at the Pricing page before selecting a subscription plan.

How can I edit an e-lesson plan?

You can get your own editable copy of an e-lesson plan and make changes to it. To do so, either (1) make a copy of it on your Google Drive (preferable method) or (2) download it in a Powerpoint format (but formatting might be a bit off so we can’t guarantee that it will work well).

Read more FAQ
Title separator

ESL Brains

Forgot password?
or continue with