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Tag: Phone

  • Listening: A Customer Service Call (PDF)

    Listening: A Customer Service Call (PDF)

    A customer service call is a B1 listening text in the service-handling phone genre. The audio covers a customer calling to report a problem — a delayed delivery, a billing error, a faulty product, or a service complaint — and a service agent working to resolve it. Learners practise tracking the problem, the resolution offered, and any compromises reached.

    This worksheet builds B1 listening comprehension through a customer-service phone call.

    What’s inside:

    • A customer-service call audio (~4 minutes) with annotated transcript
    • Pre-listening vocabulary box with service-and-complaint terms
    • Problem-resolution tracking: identify the issue, the offered resolution, and the agreed action
    • Multiple-choice on customer tone and agent response
    • Production task: role-play a customer service scenario you’ve experienced
    • Full Answer Key plus Teacher Notes

    Common challenges: Service-call language at B1: I’m calling about, I’d like to report, I’m not satisfied with, what can you do to resolve this. Agent register: I do apologise, I completely understand, let me see what I can do, would that be acceptable. Distinguishing measured complaint from aggression.

    For: Adult and teenage learners (14+) at CEFR B1, in intermediate classes, 1:1 lessons, or self-study. Maps onto Cambridge B1 Preliminary (PET) Listening and B2 First (FCE) Listening. Part of the Phone & Customer Service collection — the natural next step is A Phone Call: Making Appointments, which returns to the transactional-phone entry.

  • Listening: A Voicemail Taking and Leaving Messages (PDF)

    Listening: A Voicemail Taking and Leaving Messages (PDF)

    A voicemail taking and leaving messages is a B1 listening text in the asynchronous phone genre. The audio covers several voicemails — left by a friend rearranging plans, by a colleague forwarding information, by a service provider confirming an appointment. Learners practise identifying caller, purpose, and required action from a one-way message with no opportunity to ask for clarification.

    This worksheet builds B1 listening comprehension through voicemail messages.

    What’s inside:

    • Three short voicemail audios (~1–2 minutes each) with annotated transcripts
    • Pre-listening vocabulary box with voicemail conventions
    • Message-form completion: caller, purpose, action required, callback number
    • Multiple-choice on each voicemail’s main point
    • Production task: write a short voicemail message of your own
    • Full Answer Key plus Teacher Notes

    Common challenges: No-feedback listening at B1 — voicemails don’t pause and can’t be asked to repeat. Phone-specific phrases: This is X calling for…, Just wanted to let you know that…, Give me a call back when you can. Callback numbers and email addresses spoken aloud need careful tracking.

    For: Adult and teenage learners (14+) at CEFR B1, in intermediate classes, 1:1 lessons, or self-study. Maps onto Cambridge B1 Preliminary (PET) Listening Part 1 and B2 First (FCE) Listening. Part of the Phone & Customer Service collection — the natural next step is A Customer Service Call, which extends phone listening into service-handling.

  • Listening: A Phone Call Making Appointments (PDF)

    Listening: A Phone Call Making Appointments (PDF)

    A phone call making appointments is a B1 listening text in the transactional-phone genre. The audio covers a caller booking an appointment — at a doctor’s, dentist, hairdresser, or service provider — including reason for the call, preferred dates and times, confirming details, and closing politeness. Learners practise listening without visual cues, catching specific times and confirmation numbers.

    This worksheet builds B1 listening comprehension through a phone-appointment dialogue.

    What’s inside:

    • A phone-appointment audio (~3 minutes) with annotated transcript
    • Pre-listening vocabulary box with appointment-booking terms
    • Appointment-form completion: record the booking details (name, time, reason, confirmation number)
    • Multiple-choice on call purpose and outcome
    • Production task: role-play a phone-appointment scenario
    • Full Answer Key plus Teacher Notes

    Common challenges: Phone listening removes visual cues — only the voice carries information. Formulaic phrases: Can I help you? I’d like to book…, Hold the line, Bear with me, Let me check our diary. Spelling out names and confirming details (Could you spell that for me?) is a critical sub-skill.

    For: Adult and teenage learners (14+) at CEFR B1, in intermediate classes, 1:1 lessons, or self-study. Maps onto Cambridge B1 Preliminary (PET) Listening Part 1. Part of the Phone & Customer Service collection — the natural next step is A Voicemail: Taking and Leaving Messages, which extends phone listening into asynchronous communication.