Tag Archives: Chatbots

Trends in Customer Service (Upper-Intermediate Lesson Plan)

ESL/EFL Level: Upper-intermediate 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-upper-intermediate-lesson-112022.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 […]

Trends in Customer Service (Advanced Lesson Plan)

An advanced lesson on trends in customer service & customer experience (chatbots, self-checkouts, etc.) for EFL conversation class.