1. Tell them an anecdote about a customer service experience that I had last month with my bank. Ask them if something similar has happened to them.

1. Play an audiotrack for gist listening from the text book which includes two people speaking about their experiences with customer service. They are speaking about their good or bad experience in the simple past. 2. Play audiotrack again for detailed listening. They have to complete a chart from the book which includes the following questions: What did the custimer order? What was the problem? How did they contact the company? How did the company respond to the problem? What solution did the company offer? 3. Whole class feedback and correction. Make students read the audisocript outloud and underline the examples of the simple past they have found, making emphasis en MFPA.

1. Put them into groups of two or three (breakoutrooms). Instructions: work with a partner. Think about a good or bad customer experience you have had. Use questions in exercise 8 to help you (the chart and script from previous activity). Write a paragraph about the experience. . 2. Provide them time to prepare and write the paragraph (10 minutes). 3. Students do the task (talk to each other about their experiences with cutomer service in the simple past tense) (10 minutes)

1. Ask students to send their paragraphs via chat. 2. Copy and paste the paragraphs on jamboard slides for peer-correction and feedback.

1. Instructions: tell the whole class about your partner's experience. What happened to him / her? 2. Students report on each other's experiences. 3. T asks students how did they feel and how they think the activity went. Students share their opinions

1. Teacher shares screen with student's written paragraph's on jamboard. 2. Students read each paragraph and provide peer-correction. 3. Teacher highlights the examples of the past simple with the student's produced language, insisting on the MFPA. Teacher highlitghts good use of language and provides more correction if needed.