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.

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.
												
                                            