Mastering Customer Service: Polite and Formal Language

Why Choose This Lesson?

• Real-World Warm-Up
  Students reflect on challenges they’ve faced in phone conversations, exploring politeness strategies and the differences between informal and professional tone.
• Functional Vocabulary
  Learners match useful expressions like “I’m afraid we’re fully booked” or “Would you mind repeating that?” with their communicative purpose—building fluency in softening language, clarifying, confirming, and handling requests professionally.
• Tone Awareness Training
  Students rewrite blunt, direct phrases into both polite and professional versions, deepening their awareness of how tone affects communication across industries.
• Scenario-Based Listening Practice
  Through realistic dialogues in settings like hotels and salons, learners complete missing lines using polite expressions, then check their understanding with an audio track.
• Interactive Speaking Tasks
  Students take part in role-plays simulating common customer service calls, focusing on tone, clarity, and customer satisfaction.
• Practical Writing
  Learners craft professional follow-up messages based on phone call scenarios, reinforcing their ability to confirm bookings, apologize politely, and maintain excellent service through written English.

Ideal For:

• ESL teachers preparing students for work in hospitality, customer service, or call centers.
• Courses focused on functional communication and workplace English.
• Learners who want to sound more natural, polite, and professional over the phone.

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