Summary
This ESL lesson for B1 English students explores Business English customer service. Using a real audio as the basis for discussion, students develop listening comprehension, vocabulary, and grammar skills across a 90-minute class.
The grammar focus is Modal verbs for polite requests and offers (could, can, would, may). Key vocabulary includes complaint (noun), empathy (noun), inconvenience (noun) and more, all drawn directly from the source material. The practical English section gives students useful phrases for real-life situations: Responding to a customer complaint about a faulty product or poor service..
Activities
- A warm-up discussion to activate prior knowledge and get students thinking about the topic before listening.
- Comprehension exercises based on the audio to check understanding of the main ideas and key details.
- A grammar focus on Modal verbs for polite requests and offers (could, can, would, may). In customer service, it's important to be polite and not too direct. We use modal verbs like 'could', 'can', 'would', and 'may' to make our language softer and more professional.
- Vocabulary expansion with advanced expressions related to Business English customer service not found in the source material.
- Practical English phrases for Responding to a customer complaint about a faulty product or poor service., with exercises to practise using them naturally.
- A speaking task where students role-play a real-world scenario, applying vocabulary and phrases from the lesson.
Vocabulary focus
The vocabulary section introduces B1-level words and phrases related to Business English customer service. Key terms include complaint (noun), empathy (noun), inconvenience (noun), resolve (verb), solution (noun). Students practise using these terms in context through exercises drawn from the source material.
Grammar focus
This lesson focuses on Modal verbs for polite requests and offers (could, can, would, may). In customer service, it's important to be polite and not too direct. We use modal verbs like 'could', 'can', 'would', and 'may' to make our language softer and more professional.
