Customer Service

A selection of business English discussion questions.

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  1. How important is good customer service to the success of a business?
  2. Can you think of a time when you received excellent customer service?
  3. Can you remember an occasion when you experienced poor customer service?
  4. Why do you think some shop assistants are rude?
  5. Have you ever had a bad experience when phoning a customer service department? What happened?
  6. Who is responsible for poor customer service? Is it the employee on the front line or the management?
  7. In general, what is the quality of customer service in your country?
  8. What is the secret of excellent customer service?
  9. How could you improve the quality of customer service in your company?
  10. Should a company always agree to refund a customer if he or she is unhappy?
  11. Do you think after sales service is important or is it just a waste of time and money?
  12. Does good customer service always involve dealing with a human being?
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PDF (Pairs)
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PDF (Threes)
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Other topics you may be interested in...


General Topics

Air Travel, Animals, Appearance, Art, Childhood, Cinema, Crime, Eating Out, Education, Environment, Ethics, Fame, Family, Fashion, Food, Football (Soccer), Friendship, The Future, Globalisation, Health, History, Holidays (Vacations), House and Home, The Internet, Language, Language Learning, Life, Literature, Marriage, The Media, Money, Music, Personality, Politics, Religion, Romance, Science, Shopping, Smartphones, Sport, Technology, Time, Town and City, Transport, Travel, University, Video Games, War, Weather, Work.


Business Topics

Advertising, Brands, Building Relationships, Change, Communication, Competition, Consultants, Crisis Management, Cultures, Customer Service, Employment Trends, Ethics, First Impressions, Human Resources, International Marketing, International Markets, Job Satisfaction, Leadership, Management Styles, Marketing, Mergers and Acquisitions, Money, New Business, Online Business, Organisation, Project Management, Raising Finance, Risk, Strategy, Success, Team Building, Training, Travel.


Grammar Topics

Present Simple, Present Continuous, Present Perfect, Present Perfect Continuous, Past Simple, Past Continuous, Used to, Have to, Going to / Pres. Continuous, Going to / Will, Comparatives, Superlatives, First Conditional, Second Conditional, Third Conditional, Mixed Conditionals, Should, Should have, Can, Could, Can / Could / Be able to, Is done / Was done, Being done / Been done.

How to use the customer service ESL discussion questions

It is recommended that you download the customer service ESL discussion questions in PDF format using one of the links above. The best way to encourage classroom interaction is to download and print the customer service discussion questions in the 'pairs' or 'threes' PDF format and then divide the questions by cutting along the dotted lines. This allows students to take turns asking and answering the customer service discussion questions in groups of two or three. Alternatively, you could use the 'cards' format to distribute the questions to any number of students to ask and share.

It is advisable to prepare students for using these discussion questions by first introducing them to the topic of customer service in an interesting and engaging way. An anecdote, quiz question or a related image or video could all be used to achieve this. Depending on the level, it may also be necessary to pre-teach any challenging vocabulary related to customer service contained in the discussion questions.

For more ESL discussion questions, see this site's main page. There are discussion questions on a range of topics including general, grammar and business English topics.

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