T greets students and says: tonight we are going to talk about customer service, and some of your experiences with either providing or receiving customer service. Ask CCQs: Is the person providing customer service and employee or a client? (Employee) What kinds of employees provide customer service? (cashiers, sales, tech support, people answering phones) Once "customer service" is understood by Ss, T then shares screen with slide 1 Especially Good or Particularly bad Customer Service" I would like you to think about the last time you experienced either especially good or particularly bad customer service. In a moment, I will place everyone into groups and I would like you to take just 2 minutes to quickly share your experience. Ask ICQs: What are we going to discuss? (good or bad customer service) How long will you have to discuss this? (2 minutes) T sets Ss into 3-4 auto-Zoom breakout rooms for 1 min (with 1 min warning) and visits each room to monitor conversation. Ss return to main room, T asks Class as a whole what was the best and worse experiences - allow Ss to speak if they get into a tale, but try to highlight any use of TL. On screen 1, T adds any spoken TL to the slide.

T: Now we are going to discuss some specific vocabulary, what we might call our target language for the evening. These are words that that you may hear when providing or receiving customer service. T shares screen with slide 2 T reads through the Tl, identifies differences in Am/Br pronunciation. A brief meaning is provided for each. After each word, T asks Ss to repeat 3x T then asks individual students to read one TL and choose the appropriate meaning. 1.C 2. D 3. E 4. B 5. A T provides pronunciation correction as needed, after definition is read. T leads individual Ss or class as a whole on pronunciation as needed.

T: Ok everyone, now we are going to have a little role-playing exercise. T shares screen, slide 3 "Help I booked the wrong flight" T: asks 1 S to read the customer role T asks 1 S to read the Service Person role T: Very good, thank you. T: Ok, I am going to share the link to this slide in the chat box so that you can find it later. For this next task, I am going to break you up into pairs. I would like one person to take the role of the Customer, and one person to take the role of the Service Person. you will have 7 minutes to speak with your partner. Please try to use the target language and resolve the issue in a professional manner. CCQs: Do you think that these two people know each other? (no) Would they use formal or informal language? (formal) ICQs: Are you going to work in pairs or individually? (pairs) How many minutes do you have to resolve this issue? (7 min) T: Great. Can everyone see the link to the slide in the chat box? We are on Slide 3. Ss: yes T divides Ss into auto breakout rooms for 6 min w/ 1 min warning. T visits rooms to monitor dialogue. T makes notes of the use of TL, any use of informal language and good/bad pronunciation When Ss return, T asks OCFB questions "Did you resolve the issue? T provides pronunciation corrections as needed, then compliments good use of language.

This stage is only used if the Ss have significant trouble with the M/A/F/P or the use of formal language T: Ok everyone, I heard some of you maybe having some trouble with the target language. Let's go back and review that again. T shares Slide 2 T reads each TL 2x and asks S to repeat. Once student has it correct, T asks whole class to repeat. T proceeds through each word. T: That was great, thank you. Keeping that in mind, now let's try another role playing exercise.

T: Ok everyone, now we are going to try another role-playing exercise. T shares screen, slide 4 "A Change of Plans" T: asks 1 S to read the customer role T asks 1 S to read the Service Person role T: Very good, thank you. T: Ok, I am going to share the link to this slide in the chat box so that you can find it later. Once again, I am going to break you up into pairs. I would like one person to take the role of the Customer, and one person to take the role of the Service Person. you will have 7 minutes to speak with your partner. Please try to use the target language and resolve the issue in a professional manner. CCQs: Do you think that these two people know each other? (no) Where does the service person work? (In the CS dept. of a hotel) Would they use formal or informal language? (formal) Is the customer booking a hotel room for themselves? (no) ICQs: Are you going to use the TL? (yes) How many minutes do you have to resolve this issue? (7 min) T: Great. Can everyone see the link to the slide in the chat box? We are on Slide 4. Ss: yes T divides Ss into auto breakout rooms for 6 min w/ 1 min warning. T visits rooms to monitor dialogue. T makes notes of the use of TL, any use of informal language and good/bad pronunciation When Ss return, T asks OCFB questions "Did you resolve the issue? T provides pronunciation corrections as needed, then compliments good use of language.

Very good everyone, those were two realistic situations that you might encounter while traveling. Did everyone resolve their problems? T allows Ss to respond about their conversations T provides any pronunciation feedback needed. T: I heard a good use of formal language/ a bit of informal language being used. Let's talk a little bit about formal and informal language. T shares slide 5 T: Here we have some phrases. Each line is two ways of basically saying the same thing. Let's start with Hello and Heya. Which do you think is formal and which do you think is informal? (If no S answers, T calls on one) Hello is formal and Heya is informal. T advances to slide 6 T: Excellent. Ss go through each phrase and T advances each slide 7-10 to show the answers. T: That's great. I have one last question. Our target language for tonight, do you think it is formal, informal or..? (Neutral) T advances to slide 11 Yes, the Target Language tonight was neutral. These words can be used in a casual or formal setting. Very good. T Thanks Ss