49 ESL Conversation Games & Activities - Jackie Bolen 2020

Complaint desk
English conversation games and activities for higher level students

Skills: Speaking/Listening

Time: 10+ minutes

Level: Intermediate to Advanced

Materials Required: Nothing

Complaining, apologizing, and customer service vary from country to country, so students may not know how to complain in English. In this role play, students will take turns complaining to a customer service desk and being the representative dealing with the complaints. Give them a scenario, including the type of business and reason for the complaint, or they can brainstorm their own.

Begin the lesson with some useful vocabulary, such as:

✵ Excuse me,

✵ I’m sorry, but...

✵ Would you mind...?

✵ How can I help?

✵ What exactly is the problem?

✵ I’m terribly/so sorry (to hear that.)

✵ To make up for this.

Then, divide students into pairs. If not giving a scenario, give students 2-3 minutes to brainstorm a time when they had a customer service complaint. Make some suggestions such as defective merchandise, a disappointing meal, or an incorrect bill. Have the pairs then take turns being the customer and the employee.

Procedure:

1. Begin class with an introduction on complaining and apologizing in English and useful vocabulary for making a complaint to customer service.

2. Divide students into pairs. Give them a scenario, or 2-3 minutes to brainstorm their own.

3. Have students take turns being the customer and the customer service representative.