In this lesson you will find task that will help make and respond to customer support queries in English
Let’s begin with the definition of customer support queries
Customer support queries refer to questions, concerns, or issues raised by customers regarding a product or service. These queries can come in various forms, such as phone calls, emails, live chat messages, social media posts, or support tickets.
Manuel Campos – English Professor
Now it is time to practice.
Schema Activation
Task#1A
You will test your memory by remembering 7 words.
Pre-Task #1
Task#2A
You will figure out what different IT professional use on a regular basis
If you want to learn about the equipment IT professionals have problems with, we need to figure out what they use.
- What hardware do IT professionals use?
- What software do IT Professionals use?
Contribute to the Padlet by uploading a picture with its description.
Pre-Task #2
Task#3A
You will figure out what the most common problems related to equipment are.
When you need to say that there is something wrong with a piece of software or hardware, you usually say.
- It is not working (Present Progressive)
- It doesn’t work (Present Simple)
What other problems can software and hardware have?, Unscramble the word to find out:
Write the responses on your computer.
- fan / is / loud / PC / My /
- issues / compatibility / The / program / has /
- not / My / laptop / is / charging /
- overheating / is / The / CPU
- crashing / The / program / keeps/
- is / The / working / battery / not /
- dent / The / a / computer/ has / case
- license / I / the / activate / can’t /
- my / deleted / I / server /
- vulnerability / The/ plugin / has / a /
- server/ really / The/ slow / is /
- drive/ damaged / is / The / hard/
Pre-Task #3
Task#4A
Write a solution for each one the twelve problems
Use the future simple (will) to write solution for those problems
For example:
| A | The monitor is cracked |
| B | We will replace it as soon as possible |
Main Task: Conversation
Task#5A
You will create a phone conversation about making a custom support query
The conversation should include
| A | Support agent greets and identifies himself/ herself |
| B | Customer identifies himself/ herself |
| A | Support agent offers help |
| B | Customer indicates the issue |
| A | Support agent gathers product information |
| B | Customer provides product information |
| A | Support agent provides solution |
| B | Customer asks for estimated time |
| A | Agent provides estimated time |
| B | Customer thanks the agent |
Check these expressions if you need them
