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Preparation

The document provides instructions for a classroom activity using A4 sheets with various customer service scenarios. Each scenario outlines a problem related to purchases, such as wrong sizes or defective products, and includes suggested phrases for students to use. Students will attach vocabulary words to the corresponding situations and discuss their relevance in class.

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romaissayounes2023
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9 views3 pages

Preparation

The document provides instructions for a classroom activity using A4 sheets with various customer service scenarios. Each scenario outlines a problem related to purchases, such as wrong sizes or defective products, and includes suggested phrases for students to use. Students will attach vocabulary words to the corresponding situations and discuss their relevance in class.

Uploaded by

romaissayounes2023
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Preparation: A4 Sheets with Situations for the Activity

📌 Instructions:

 Print these situations on separate A4 sheets and stick them on the wall around the
classroom.
 Make sure there is enough space between them for students to walk around and attach
their Post-it notes with vocabulary.

📝 Situation 1: Wrong Size

🛍️ You bought a T-shirt online, but when it arrived, it was too small.
👤 Your problem:

 The T-shirt does not fit.


 You want to exchange it for a bigger size or get a refund.
 You have the receipt, but the store’s return policy says “No refunds on sale items.”

💬 What would you say to the shop assistant?

 “I’d like to return this because…”


 “Could I exchange it for a different size?”
 “What is your return policy?”

📝 Situation 2: Defective Product

📱 You bought a new phone, but after two days, the screen stopped working.
👤 Your problem:

 The phone is defective.


 You have the receipt and the warranty, but the store says they can’t help you.
 They tell you to contact the manufacturer instead.

💬 What would you say?

 “I bought this phone two days ago, and it’s already broken.”
 “I would like a refund or a replacement.”
 “I have the receipt and the warranty. Can you help me?”

📝 Situation 3: Wrong Item Delivered


📦 You ordered a pair of shoes online, but the store sent the wrong color and size.
👤 Your problem:

 You ordered black shoes, but they sent white ones in the wrong size.
 You contact customer service, but they are slow to respond.
 You need the shoes for an event in two days.

💬 How would you explain your complaint?

 “I received the wrong item. I ordered black shoes, but these are white.”
 “I need a replacement as soon as possible.”
 “Can you send the correct item by express delivery?”

📝 Situation 4: Bad Customer Service in a Restaurant

🍽️ You went to a restaurant, but the service was very slow, and the waiter was rude.
👤 Your problem:

 You waited 45 minutes for your food.


 When the food arrived, it was cold.
 The waiter ignored your complaint and was rude.

💬 What would you say to the manager?

 “I’m very disappointed with the service.”


 “My food was cold, and I had to wait a long time.”
 “I’d like a discount or a free dessert.”

📝 Situation 5: Late Delivery

🚚 You ordered a laptop online, and the website promised delivery in 3 days. But after a
week, it still hasn’t arrived.
👤 Your problem:

 You needed the laptop for work.


 The company hasn’t given you any updates.
 You want compensation for the delay.

💬 What would you say to customer support?

 “I ordered a laptop a week ago, and it still hasn’t arrived.”


 “Your website promised fast delivery.”
 “Can I get a refund or compensation for the delay?”
How to Use These Situations in the Lesson:

✅ Stick each A4 sheet on the classroom walls.


✅ Hand out Post-it notes with vocabulary words (e.g., refund, defective, exchange,
customer service, receipt, complaint).
✅ Students read the situations and stick their vocabulary words on the correct sheets.
✅ After everyone has placed their words, discuss as a class why each word belongs to a
specific situation.

Would you like me to create a printable version for you? 😊

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