Complaining and Apologizing 'Customer Care'

ACTIVITY
Pairwork: speaking

AIM
To act out phone calls where a customer complains to a company.

GRAMMAR AND FUNCTION
Complaining, Apologizing

VOCABULARY
mail order


MATERIALS AND PREPARATION

Worksheet | Teacher's notes

Make one copy of the worksheet for each pair of students in the class and cut out the cards as indicated. Separate them into attitude cards and complaint cards.

TIME
15-20 minutes

PROCEDURE

Ask the students if they have ever complained about a holiday, or if they have ever had a holiday or a journey that went badly wrong.

Tell the students that they are going to practise making and receiving complaints by telephone. Set up the situation. The complaints are all made to a company called VTA Travel.

Ask the students to work in pairs.

Give each pair the two sets of cards - customer complaint cards and attitude cards.

Explain the procedure.
- Pick a card each, one from each set.
- Read the instructions.
- Act out the conversation.

The students perform the activity.

FOLLOW-UP
Ask the students, working in pairs, to write a letter of complaint about one of the situations. [source: Reward Intermediate Business Resource Pack]

Related Posts :