Customer Service

A selection of business English discussion questions.


  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?
PDF (Individual)
General
PDF (Pairs)
General
PDF (Threes)
General
How to use these materials

It is recommended that you download the 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 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 discussion questions in groups of two or three.

It is advisable to prepare students for using these discussion questions by first introducing them to the topic 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 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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