Group Work: Work in groups of four. Imagine that one of you works at the call o
of an international company. The other three people are customers, and they phone the
center one by one. Read the role cards below and act out a call center drama in the claw
Student A: You are working at the call center of an international company. Your job is to receive phon
calls from the customers and try to solve out their problems. Greet each customer, ask how you can hel
them and try to solve their problems. Try to be kind toward each customer.
Student B: One of your items has broken down. You phone the call center and ask whether it is unde
warranty. If it is, ask how you can deliver it. If not, ask how much it will cost to have it repaired.
Student C: You have bought an item from the website of an international company, but you didn't like it.
Phone the call center of the company and ask how you can change or return it.
Student D: You have learned that an international company is about to start a campaign for a new product.
Phone the call center and learn about the details by asking various questions.
Self-Assessment