Customer Satisfaction & Follow-up

B1 · Intermediate1 hr 7 minIT & TechnologyLesson 8 of 8 · Outline

Aims

Goal: close a ticket so the user feels genuinely looked after — confirm the fix, explain the cause simply, give one prevention tip, and leave the door open.

The lesson, stage by stage

  1. Warm up5 min

    Warm-up: After the fix

    2 warm-up questions

  1. Reading10 min

    Reading: Following Up and Closing Tickets

    Read a 233-word text about Following Up and Closing Tickets

  2. Vocabulary8 min

    Vocabulary: Satisfaction & Follow-up Vocabulary

    7 items

  3. Reading10 min

    Reading: Model follow-ups for three endings

    Read a 344-word text about Model follow-ups for three endings

  4. Practice7 min

    Practice: Follow-up Conversations

    Gap-fill exercise, 5 items

  5. Practice7 min

    Practice: Match Follow-up Actions to Their Purpose

    Matching exercise, 5 items

  6. Dialogue10 min

    Dialogue: The Follow-up Call

    Role-play: You fixed a user's email problem two days ago. You're calling to follow up and make sure everything is still working. You also need to close the ticket. (9 lines)

  7. Discussion10 min

    Discussion: Your mission: close it properly

    3 discussion questions

Open the full lesson

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Target vocabulary

In a Tuton account these words become your student's vocabulary deck, so they come back in practice between lessons.

satisfactionsurveyfeedbackresolvedfollow-upSLA complianceclose (a ticket)

This plan comes from the Tech Support & Troubleshooting course in the Tuton library. Browse all free lesson plans.