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Resolving Customer Complaints

Stefanie Simmons - author of the lesson   Stefanie I May 04, 2023
Business English, Free Lessons, Speaking Lessons
Problems, Work
B2 Upper-Intermediate, C1 Advanced
Mixed Grammar
Speaking, Vocabulary, Listening
Lesson ID
Lesson Time
30 minutes
Business English lesson plan about customer service

Lesson Overview

What an awkward customer! In this lesson, students will discuss the topic of resolving issues with difficult customers. The lesson features a video that explains some strategies for handling customer complaints and how to solve problems so every party is happy. Students will learn and practice vocabulary relating to the topic. The lesson includes plenty of engaging discussion activities and worksheets that have been developed for adult and teenage learners.

Lesson Objectives

  • Listening: Students will listen to strategies for dealing with tough customers, learning how to understand and address their concerns without making things worse.

  • Speaking: They will practice conversations on resolving issues with difficult customers, including how to stay calm, make the customer feel heard, and find a solution that works for everyone.

  • Vocabulary: The lesson covers key terms related to customer service, such as "reset expectations," "acknowledge," and "mutual benefit," helping students to talk about and solve customer problems more effectively.

  • Homework: Students will review vocabulary and strategies discussed in class. They will engage with three types of exercises: filling in blanks with correct words and prepositions, and choosing the right answers.


Do you deal with difficult people at work? Is the customer always right? Watch this video to learn some strategies for handling customer complaints and how to solve problems so every party mutually benefits.

Video Transcript

Vocabulary and Pronunciation

awkward customer [noun]: a difficult person to deal with
resolve [verb]: settle or find a solution to (a problem)
the customer is always right [expression]: a motto or slogan which exhorts service staff to give a high priority to customer satisfaction
dissatisfied [adjective]: not content or happy with something
fault [noun]: an unattractive or unsatisfactory feature; mistake or error
reset [verb]: to set again or anew
valid [adjective]: acceptable or reasonable
acknowledge [verb]: recognize the importance or quality of
accomplish [verb]: achieve or complete successfully
empathy [noun]: the ability to understand and share the feelings of another
dismissive [adjective]: serving to dismiss or reject someone or something
highly charged [adjective]: filled with great excitement, tension, or emotion
transparent [adjective]: clear, obvious, and honest
diffuse [verb]: to weaken and lose its power to affect people
complaint [noun]: a statement that something is unsatisfactory or unacceptable
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