Ever had a student who freezes up trying to return something at the store? This set has you covered. Six lessons that walk students through real, practical customer service situations — reading return policies, complaining politely, navigating a phone menu, and writing a complaint email.

Use the lessons one at a time, or run them as a full sequence — they build nicely on each other, moving from basic vocabulary (torn, cracked, stained) to full role-plays where students negotiate real solutions with a "store agent."

The set wraps up with a task-based final lesson where students take turns being the frustrated customer and the polite-but-firm support agent — a great way to see how much they've actually picked up. There's also a short revision worksheet if you just want a quick recap.

Every lesson comes with an answer key, and several include real audio clips (phone calls, voicemail messages) to practice listening in context. A solid pick if you want students who can actually survive a return desk in English — not just talk about one.