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Students will explore commuting and travel experiences around the world through the story of a Peruvian bus driver navigating dangerous mountain roads.
Main objectives of this material
- Develop vocabulary related to customer service, travel, and workplace communication, including expressions such as business trip, availability, supervisor, fee, status, and call it a day.
- Improve listening and interpersonal communication skills by analysing Simon Sinek’s customer service story and exploring how empathy, language, and attitude influence customer satisfaction.
- Learn and practise reported speech by transforming direct quotations into reported statements and applying the structure in realistic workplace communication.
What students are going to cover
In this lesson, students will explore the human side of customer service through an authentic story shared by Simon Sinek. They will examine how empathy, active listening, and positive communication can shape a customer's experience, even when a request cannot be fulfilled. Students will develop practical business and travel vocabulary, strengthen their listening comprehension, and practise reported speech by transforming authentic workplace conversations. Through discussions, role-play activities, and reflective writing tasks, learners will build the confidence to communicate professionally, handle difficult customer interactions, and demonstrate empathy in real-world service environments.
🔒 Part of Complete · B2
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