Phone calls at work: dealing with a problem order
Speaking · Phone calls at work · B1 · 25 min. Practice handling a customer's problem on the phone: listening, apologizing, checking details and offering solutions, then role-play difficult calls.
About this worksheet
Practice handling a customer's problem on the phone: listening, apologizing, checking details and offering solutions, then role-play difficult calls.
- Level
- B1
- Category
- Speaking
- Topic
- Phone calls at work
- Time
- About 25 minutes
- Exercises
- Reading text, Multiple choice, Speaking / writing task
- Answer key
- Included
- Access
- Premium
On the sheet
- Reading text: Read the phone call.
- Multiple choice: Read again. Choose the correct answer: a, b or c.
- Multiple choice: Choose the best response from the agent: a, b or c.
- Speaking / writing task: Role-play problem calls in pairs.
