Resolving Customer Complaints

Category
Business English, Free Lessons, Speaking Lessons
Topic
Problems, Work
Media
Video
Level
B2 Upper-Intermediate, C1 Advanced
Grammar
Mixed Grammar
Focus
Speaking, Vocabulary, Listening
Lesson ID
B2C1.B-19
Lesson Time
30 minutes
Business English lesson plan about customer service

Lesson Description

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


  • To develop speaking and listening skills

  • To discuss the topic of handling difficult customers

  • To learn and use new vocabulary in practice


Video

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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