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MODEL EPD L11
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Course data
General
Online Class
MEL Code
Customer Service
EPD AM - W1 - Monday - Lesson Plan
Controlled Practice (15 minutes) – Customer Complaint Dialogues (Speaking/Listening/Reading)
Extended Practice (25 minutes) – Customer Complaint Role-Play (Speaking/Listening)
Listening Activity (30 minutes) – Listening to Customer Service Call
Problem-Solving Discussion (15 minutes) – Group Problem Solving (Speaking/Listening)
Review and Expand (15 minutes) – Reading: Customer Service Policies (Reading/Writing)
Writing Task (10 minutes) – Follow-up Email to a Customer (Writing)
Warm-up (10 minutes) – Vocabulary Brainstorming (Speaking/Listening)
Hanging on the Telephone
EPD AM - W1 - Tuesday - Lesson Plan
Role-Play Practice (25 minutes) – Handling Difficult Customer Calls (Speaking/Listening)
Problem-Solving Discussion (15 minutes) – Group Decision Making (Speaking/Listening)
Controlled Practice (15 minutes) – Verb Classification (Reading/Writing)
Review and Expand (15 minutes) – Reading: Customer Service Emails (Reading/Writing)
Warm-up (10 minutes) – Verb Forms Brainstorm (Speaking/Listening)
Responding to Customer Concerns
EPD AM - W1 - Wednesday - Lesson Plan
Warm-up (10 minutes) – Brainstorm: Customer Concerns (Speaking/Listening)
Role-Play Practice (25 minutes) – Customer Complaints Handling (Speaking/Listening)
Listening Activity (30 minutes) – Customer Service Call Analysis (Listening/Writing)
Controlled Practice (15 minutes) – Matching Expressions (Reading/Writing)
Generating and Presenting Ideas
External "thank you" Email
Communication
How to Communicate
Closing a Deal
Talking about Priorities
Short Report
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Managua's programs
LIP
Session 8
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EPC MGA
EPC AFT
Session 8
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Session 4
EPC Tutoring
EPD MGA
EPD AM
Session 7
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EPD PM
Session 7
Session 8
EPD SAT
Session 4
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EPD Tutoring
EPD Tutoring
ECC
ECC AM
Session 8
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IJEP MGA
Session 3
Session 4
San Marcos' programs
AEP
Session 8
Session 9
OEP
Session 7
Session 8
Session 9
EPC SUN
Session 4
EFL SM
Matagalpa's programs
EPC
Session 4
Session 5
León Programs
EPD
Session 4
Session 5
Chinandega's Programs
EPD CH
Session 1
Session 2
SEAL 2025
Session 1
Session 3
Model Shells
Managua's Programs
LIP
DEP
ECC AM
ECC PM
EPD AM/PM/SAT
EPC AFT/HM
EPC SUN
IJEP
Pruebas
San Marcos' Programs
AEP 2025
OEP
EPC Sun SM
EFL-EPIC AFT/SAT/SM
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Matagalpa's Programs
EPC
LEÓN´s Programs
EPD
Chinandega's Programs
EPD
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TOT
Bilingual Education Certificates - BEC
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Course information
MODEL EPD L11
Skill Level
:
Beginner
