lesson plan
Customer Service & Handling Complaints
A teacher guide to handling customers and complaints professionally in English.
Published Oct 2, 2026Updated Oct 2, 2026
- Duration
- 45 min
- Skills
- Speaking
- Topic
- Business
- Age
- adults
- Format
- classroom
Learning objectives
- Acknowledge and apologise appropriately
- Move to a solution
- Stay calm and professional
What you need
- Complaint scenarios
- Role cards
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