Level: Intermediate

Topic: Customer Service - Handling Customer Complaints

Aims:
1. To give learners practice in using appropriate language when dealing with complaints 
Objectives:
1. ask follow up questions to find out exactly what the problem is using appropriate language 
2. offer apologies for not meeting expectations using appropriate intonation and suggest ways in
which the problems may be solved 

Before:

TASK 1 - Email St with a list of key phrases needed for handling a complaint; e.g…
- Apologising:
I would like to apologize (wholeheartedly/ unreservedly) for…
- Showing sympathy:
I am very sorry to hear that
- Asking for details:
Could you give me some more details about the issue?
- Excuses/Reasons
Unfortunately, this was due to circumstances beyond our control…
Unfortunately, there was an unavoidable due to…
- Future Action
Please rest assured that (this won’t happen again/ this is an isolated incident/…)
We will make sure that/ ensure that…

TASK 2- Email resource link to the video: A room with a view - Fawlty Towers - BBC
(https://www.youtube.com/watch?v=tcliR8kAbzc&feature=youtu.be&ab_channel=BBCStudios)
Ask St to make notes on his approach to dealing with customers
- was positive language used?
- would they consider Mr Fawlty to be a polite person?
- was the customer happy with her treatment?
TASK 3- Using the phrases from Task 1, ask St to write down two responses to the customers
complaint, that Mr Fawlty could have used instead.

During:

ACTIVITY 1- After initial pleasantries, ask St some comprehension questions about the preparatory
video:
- Why was Mr Fawlty’s approach a bad example of customer service?
- What could he have done better to resolve the issue?
(4 minutes)

If learners do not mention that he didn’t apologise, elicit whether his language was rude or polite, and
then try to elicit suggestions as to why learners think the supervisor was rude or polite.

ACTIVITY 2- Ask St if they were able to come up with some responses that Mr Fawlty could have
used instead and why these were more appropriate in order to respond to complaints.

Ask St what are important things to consider for over-the-phone customer service?
1. Tone
(Elicit that it is not just what the client says, but also how they say it)
2. Language
(More Apologetic, and positive to compensate for lack of body language)

(6 minutes)

ACTIVITY 3- Introduce a role-play scenario for the student

1. You will assume the role of a customer complaining about and overcharge on a bill
2. The student needs accommodate the client by focusing on the newly introduced phrases and take
note of their tone and language to ensure positive feedback.
(15 minutes)

ACTIVITY 4- Ask the student about the role-play

- were there any terms they could use in place of the ones they chose?
- were there any they think they used incorrectly?

Run through the notes you took as the student was speaking. Highlight the errors they made and see
if the student can correct the mistakes themselves. Don't forget to praise them on what they did well
too!
Set the after-class activities.

(5 minutes)

After:
Write a paragraph (100 words) about the worst customer service experience you have ever had.
- What happened?
- Did you tell others about your experience?
- Do you still give that company your business?
- Compare it with a really good customer experience you had and how you could mirror those
approaches in your own work

What do you think is the most important quality for a customer service representative to have? Why?