ESL Customer Service Lesson Plan

Instructor: Suzanne Rose

Suzanne has taught all levels PK-graduate school and has a PhD in Instructional Systems Design. She currently teachers literacy courses to preservice and inservice teachers.

English Language Learners participating in the activities in this lesson plan will learn phrases that they can use in a customer service employment situation. Students will learn appropriate phrases and will practice them through role-playing scenarios.

Learning Objectives

As a result of this lesson, students will:

  • Learn a variety of phrases to use in customer service situations.
  • Engage in conversations, taking the role of a customer or a customer service representative.


60 minutes

Curriculum Standards

ELP 9-12.2

An ELL can participate in grade-appropriate oral and written exchanges of information, ideas, and analyses, responding to a peer, audience or reader comments and questions.

ELP 9-12.7

An ELL can adapt language choices to purpose, task, and audience when speaking and writing.

Materials Needed

  • List of customer service phrases, such as those included with this lesson plan
  • Customer service scenario cards


  • Ask the students if they have ever called a 'customer service' phone number or asked someone in a store or office to help them. Explain that today's lesson will review customer service phrases that they should know if they are employed in an office, store, or other customer service position.
  • Explain the American idea that the 'customer is always right,' even if s/he isn't! In a customer service position, their job will be to help customers who have problems, to provide service to customers wishing to purchase something, or to provide information about the products and services available.
  • Choose a variety of customer service phrases from the list included with this lesson. Write each on a chart or on the board. Read each one aloud for the students and discuss the meaning of that phrase.


Divide students into pairs. In each pair, there will be a customer and a customer service representative. Assign students to these roles or let them choose which role they would like to take first.

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