Use complaint, resolve, empathy, escalate accurately in context
Read and discuss a topic-specific article at B1 level
Practise speaking fluently on customer service
Complete written exercises with vocabulary in context
Teaching Notes
Warm-up: allow 8-10 min, let personal answers develop
Article: read together or have students read silently first
Vocabulary match: good for pair work
Speaking: encourage full sentences, not one-word answers
Exit questions: 5-min closer, no prep needed
Timing Guide
Warm-up: 8 min
Article + comprehension: 12 min
Vocabulary + match: 10 min
Exercises: 10 min
Speaking + discussion: 15 min
Exit + recap: 5 min
Teacher Question Bank
Click Next Question to begin
B1 · Lesson 11 · Customer Service
Customer Service
Customer Servicecomplaintresolveempathy
Getting started
Warm-Up Questions
Click the button to get your first question
Read & Understand
Article
Customer Service
Great customer service is not just about solving problems - it is about how you make people feel. When a customer complains, the first step is to listen carefully and show empathy. Avoid being defensive. Instead, acknowledge the issue: 'I understand this has been frustrating.' Then, explain what you will do. Be specific. 'I will contact the warehouse and call you back by 3pm.' If the problem is complex, escalate it to a senior colleague. Always follow up, even when the issue is resolved. Customers remember how they were treated, not just the outcome.
💡 Did you know? Studies show that customers who have a problem resolved quickly often become more loyal than customers who never had a problem in the first place.
Topic: Customer Service
Key words
Vocabulary
01
complaint
an expression of dissatisfaction about something
02
resolve
to find a solution to a problem
03
empathy
understanding and sharing someone's feelings
04
escalate
to refer a problem to a higher level
05
satisfaction
the feeling of getting what you wanted
06
refund
money returned when something goes wrong
07
policy
a set of rules followed by a company
08
feedback
comments or opinions about a product or service
09
follow up
to check on something after the first contact
010
expectation
what a customer believes should happen
Match the Words
Click a word on the left, then click its definition on the right.
complaint
resolve
empathy
escalate
satisfaction
refund
policy
feedback
follow up
expectation
comments or opinions about a product or service
to refer a problem to a higher level
understanding and sharing someone's feelings
to check on something after the first contact
money returned when something goes wrong
a set of rules followed by a company
what a customer believes should happen
the feeling of getting what you wanted
an expression of dissatisfaction about something
to find a solution to a problem
Say it right
Pronunciation
complaint
COM-pla-int
resolve
RES-olve
empathy
EMP-athy
escalate
ES-ca-late
satisfaction
SATI-sfac-tion
refund
REF-und
Read & Discuss
Short Dialogue
A:
I've been thinking a lot about complaint recently.
B:
Really? What's your take on it?
A:
I think the issue of resolve is often misunderstood.
B:
I agree. Most people don't consider the impact of empathy.
A:
Exactly. And when you add escalate into the mix, it gets complicated.
B:
So what do you think the solution is?
A:
Honestly? It requires both individual action and systemic change.
B:
That's a fair point. It's never just one or the other.
Comprehension
What topic are they discussing?
What does person B agree with?
What does person A say the solution requires?
Practice
Exercises
Gap Fill
Complete each sentence using vocabulary from today's lesson.
1. We received a about delivery times.
2. We d the issue within 24 hours.
3. Good customer service requires .
4. If I can't help, I will the issue.
5. Customer is our top priority.
Error Correction
Find and correct the mistake in each sentence.
We need to complaint this issue as soon as possible.
She is very experience in resolve.
The empathy of the project were not meet.
He gave us many advices about escalate.
Speaking practice
Speaking Prompts
Discuss with your partner
Describe a time you experienced good or bad customer service. What happened?
What do you think is the most important skill in customer service? Why?
Role play: one person is an unhappy client, the other resolves the issue.
Summarise today's topic in 3 sentences using vocabulary from this lesson.
Grammar focus: Conditional for customer service: 'If + present simple, will + base verb'. If th... — can you give an example?
Open discussion
Discussion Generator
More Questions
Use with pairs or whole class · Encourage full answers
