​QUESTIONS:

​IF simple present, simple present.

On a call:

​-What happens IF you, as an agent, do not collect the information from the customer properly? An e-mail address? A credit card number?

-What happens IF you, as a customer, notice that the agent is slow and doesn't catch the information immediately?

​

​

​

C​CI. 2022

​lF the agent doesn't gather the proper information from the customer, he gets suspended.

​​Scenario 1

​

​The agent gets a verbal warning IF he doesn't collect the suitable information.

​​Scenario 2

​

​Customer is frustrated and gets mad IF the agent is slow when collecting his/her information.

​​Scenario 3

​

​IF SIMPLE PRESENT, SIMPLE PRESENT

Some text here about the topic of discussion

can't proceede/ can be validated.

​CAN

IS/ARE/AM​ ISN'T/AREN'T

​VERB BE

​ACTION VERBS

collects, complain, escalates​

don't/doesn't​

​There is/are

There is a little delay.

There is a power outrage.​

EFFECT/RESULT IF CAUSE.

​​​Customer is frustrated IF the agent is slow when collecting his/her information.

​

​STRUCTURE 2

​IF CAUSE, RESULT/EFFECT.

IF the agent doesn't gather the proper information from the customer, he gets suspended.​

​STRUCTURE 1

​CAUSE, RESULT/EFFECT

Some text here about the topic of discussion

​Task 3. (Group activity.) (10 minutes)

​

​What happens if?

a) you are always late to work.

b) you hang up on a customer?​

c) your customer is truly upset?

d) ​you are rude with the customer?

e) customer doesn't like your English accent?​

f) customer doesn't want to provide his/her information?​

IF SIMPLE PRESENT, SIMPLE PRESENT. CAUSE AND EFFECT.​