Trends in Customer Service (Advanced Lesson Plan)

ESL/EFL Level: Advanced
Lesson Topic: Trends in customer service and experiences in the last decade
Skill Focus
: Speaking, Reading, Vocabulary
Approximate Class Time: 1.75 hours
Lesson Plan Download: customer-service-advanced-lesson-102022.docx
Lesson Overview:

  • Trends mentioned in the reading passage include chatbots, self-checkout machines, tip creep, feedback fatigue, a focus on empathy, and digital payments.
  • Post-reading activities include a debate about implementing chatbots at an airline. There is also a roleplay activity with three scenarios that focuses on using I-Statements and phrases for empathy.
  • All lessons come with warm-up questions, comprehension questions, a vocabulary section, and discussion questions.

An image showing a hand selecting "five stars" on a rating scale

Note to teachers:

ADVANCED Lesson on Trends in Customer Service: Warm-up (Pair Work)

  1. How would you define “customer service?”
  2. Have you ever worked in customer service? If so, how was it?
  3. What is a recent issue you’ve had to deal with through a business’s customer service?
  4. The below article describes some customer service trends of the last decade. With a partner, make a list of trends that you think might appear in the article.

Membership is required to view this post. Please support EnglishCurrent by becoming a member today. Members, please log in.

-- Lesson plan on Customer Service Trends by Matthew Barton of EnglishCurrent.com (copyright). Site members may photocopy and edit the file for their classes. Permission is not given to rebrand the lesson, redistribute it on another platform, or sell it as part of commercial course curriculum. For questions, contact the author.

 Possible answers to follow-up questions

  • (Transparency has increased because companies and service people are now rated and reviewed by the public. This, in theory, should make business dealings more open and honest.)
  • These machines are expensive to install and they result in more shoplifting.
  • It is similar in that it is another example of businesses offloading tasks onto the consumer. It is different because consumers are not compensated for the work they are doing today. (Piggy Wiggly offered lower prices to consumers for gathering their own goods.)
  • It has introduced the risk of being called out on digital forums/spaces, which could result in backlash or negative publicity for the company.

 Vocabulary answers: 1-b, 2-m, 3-f, 4-k, 5-a, 6-i, 7-j, 8-e, 9-c, 10-h, 11-d, 12-L, 13-g

 Endnotes

  • [1] https://www.whoson.com/chatbots-ai/the-falsity-of-the-chatbot-vs-live-chat-debate/
  • [2] https://www.cnn.com/2022/07/09/business/self-checkout-retail
  • [3] https://globalnews.ca/news/9087894/tip-inflation-canada/
  • [4] https://www.zdnet.com/article/10-key-customer-service-trends-for-2022-and-beyond/
  • [5] https://www.helpscout.com/helpu/future-of-customer-support/
  • [6] https://news.gallup.com/poll/397718/americans-using-cash-less-often-foresee-cashless-society.aspx
  • [7] https://en.wikipedia.org/wiki/I-message
  • [8] https://www.helpcenterapp.com/blog/empathy-in-customer-service/

English Current recommends Grammarly as a learning tool to reduce English mistakes. If you found this page helpful, consider a donation to our hosting bill to show your support!

Leave a Reply

Your email address will not be published. Required fields are marked *