Lesson Overview

This detailed ESL Business lesson plan covers the topic of ‘dealing with complaints’. Students will explore the subject through a brilliant article, and will complete engaging, fun exercises. 

This ESL B2 lesson plan on dealing with complaints begins with a fun warm-up where learners discuss famous quotes. Next, there is an adjective task which encourages students to describe and discuss their customer service experience fully. 

Afterwards, this ESL B2 lesson plan on dealing with complaints presents students with an awesome article and a series of innovative tasks. Next, a dealing with complaints flowchart is studied which teaches all relevant expressions and phrases needed for the industry. 

Next, learners are presented with a fun and educational task which shows how not to deal with complaints which is followed by an excellent role play activity. The lesson finishes with a case study activity which allows learners to bring together all the things they learned in the class. Your advanced business English students will love this class! Activities:

1. Warm up. 
2. Describing customer service. 
3. Article: Top tips. 
4. Key language: Dealing with complaints.
5. Poor ways to deal with complaints. 
6. Role plays. 
7. Case study. 

Homework

In this homework section of this ESL B2 lesson plan on dealing with complaints, students are challenged to create idioms, related to complaints, before being asked to answer a series of questions. 

1. Idioms: Introductions. 
2. Idioms: Writing task.