Pre-listening Questions
1. Do you think customer service is a difficult job? Why?
2. When was the last time you called customer service? What was the reason?
3. Do you think AI will replace people in customer service jobs in the future?
Listening
Comprehension Questions
Why is the customer upset?
What caused the delay in delivery?
What solution did the customer service representative offer?
How does the customer feel at the end of the conversation?
Answers
-  Because the express-shipped package hasn’t arrived yet.
- Â Bad weather.
- Â A refund for the shipping and a discount code.
-  Disappointed, but accepting (“It’s better than nothing”).
Vocabulary
Dialogue 2
Post-listening activity
Discussion Questions
 Answer the questionsÂ
- Have you ever had a delivery that was late or didn’t arrive? What did you do?
- Do you think customer service agents are always helpful? Why or why not?
- What would make you feel satisfied after a company makes a mistake?
- How would you react if a gift you ordered for a special occasion didn’t arrive on time?
- What are some polite ways to express frustration in customer service situations?
Role Play 1
A customer is calling customer service because their package hasn’t arrived.
Role A: You ordered a wedding gift a week ago, paid for express shipping, but it didn’t arrive on time.
Role B: You need to find out what happened and help the customer.Â
- Ask for tracking information.
- Explain the delay.
- Offer a refund or alternative.
Role Play 2
A customer is calling to complain that their pakcage arrived damaged.
Role A: You ordered a package. The box was crushed and the item was broken.
Role B: Listen to the customers complaint and offer a fair solution.
- Aplogize for the error.
- Get evidence of the damage
- Find a fair solution to the problem.
