0-10 min: Welcome and warm-up. Students answer: “What problems can customers have?” Instructor models supportive vocabulary with Spanish scaffolding as needed: problem, wrong item, late order, broken, missing, refund, replace.
10-25 min: Spiral review. Review greetings, identifying customer needs, short message format, and question formation from previous meetings. Quick partner practice: “How can I help you?” “I need help with…”
25-45 min: Vocabulary and expressions. Teach essential vocabulary: complaint, apologize, solution, replace, refund, receipt, order number, supervisor, system, available, not available, wait, send, update. Sentence frames: “I’m sorry about that.” “Let me check.” “Can you repeat that, please?” “I can…” “I can’t…, but I can…” “I will ask my supervisor.” “Thank you for your patience.” Grammar focus: can/can’t for ability or options; will for next steps; simple past recognition in complaints, e.g., “I bought,” “I ordered,” “I paid.”
45-65 min: Listening and reading practice. Students listen to or read three short customer complaints: wrong size, late delivery, and app login problem. They identify the problem, important details, and possible solution. Pronunciation/listening focus: reduced “can” versus stressed “can’t,” final /t/ in “can’t,” polite intonation in apologies, and avoiding Spanish-style flat intonation in service phrases.
65-90 min: Guided practice. Instructor demonstrates a four-step service recovery script: apologize, clarify, offer solution, close politely. Students complete sentence frames, then practice in pairs. Beginner support: word bank, bilingual glossary, and fill-in-the-blank dialogue. Advanced extension: add one follow-up question and one escalation option.
90-110 min: Practical application role-play and digital simulation. In triads, students rotate roles: customer, employee, observer. Scenarios include a missing item, password/app problem, incorrect bill, and unavailable product. Each student gives one spoken response and one short written message response. Observer uses a simple checklist: apology, question, solution, polite closing.
110-115 min: Formative assessment. Exit check: each student responds orally to one prompt: “The customer says the order is wrong. What do you say?” Instructor rates Beginning, Developing, Functional, or Confident based on clarity, politeness, and correct use of can/can’t or will.
115-120 min: Assignment explanation. Introduce ENG-A018 Service Recovery Message Simulation. Students will prepare a short polite response to a service problem using apology, clarification, solution, and closing language. No-technology option: write the response on paper and practice it orally with a partner or family member.