Customer Service: Saying What Your Team Handles
CEFR: A2
Read/Listen first
When customers contact our company, the customer service team is usually the first voice they hear. We handle calls on the hotline, reply to emails, and open a ticket for each case. Our goal is simple: we resolve problems quickly and communicate clearly. If a product arrives late, we check the order, apologize, and offer solutions. When a client leaves feedback, we share it with logistics, sales, or finance so the right team can act. Every morning, we review new complaints and update the status of open requests. We can explain how to use services in easy steps and send short guides by email. The mission of our department is to support customers before, during, and after a purchase so they feel confident and stay loyal. Colleagues coordinate timelines, share updates, and document tasks clearly to keep work on track.⚡ Learning goals
- Can introduce your department and state its core mission at A2.
- Can explain stating responsibilities, asking for help using clear present simple verbs.
- Can connect actions with reasons using because and to + verb.
✨ Key language
- I work in the ___ department “I work in the finance department.”
- Our department is responsible for ___-ing “Our department is responsible for managing budgets.”
- We handle ___ “We handle client requests.”
⚙️ Rules & Grammar — 4 Structures
1️⃣ We handle + noun
Rule: Use the structure to describe routine responsibilities and roles in the present simple.Examples: We manage core processes; I work in accounting; The team handles reports.
Common pitfall + fix: Avoid -s errors in third person — add s to he/she/it forms.
Which tense best describes routine responsibilities?
Tip: Responsibilities are habits or routines, so we use the present simple.
Fill with the best answer: Our team ___ improving client support.
Tip: Use the pattern be responsible for + -ing.
2️⃣ present simple for habits
Rule: Use the structure to describe routine responsibilities and roles in the present simple.Examples: We organize core processes; I work in accounting; The team handles reports.
Common pitfall + fix: Avoid -s errors in third person — add s to he/she/it forms.
Which tense best describes routine responsibilities?
Tip: Responsibilities are habits or routines, so we use the present simple.
Fill with the best answer: Our team ___ improving client support.
Tip: Use the pattern be responsible for + -ing.
3️⃣ can + base verb for ability
Rule: Use the structure to describe routine responsibilities and roles in the present simple.Examples: We develop core processes; I work in accounting; The team handles reports.
Common pitfall + fix: Avoid -s errors in third person — add s to he/she/it forms.
Which tense best describes routine responsibilities?
Tip: Responsibilities are habits or routines, so we use the present simple.
Fill with the best answer: Our team ___ improving client support.
Tip: Use the pattern be responsible for + -ing.
4️⃣ imperatives for quick instructions
Rule: Use the structure to describe routine responsibilities and roles in the present simple.Examples: We resolve core processes; I work in accounting; The team handles reports.
Common pitfall + fix: Avoid -s errors in third person — add s to he/she/it forms.
Which tense best describes routine responsibilities?
Tip: Responsibilities are habits or routines, so we use the present simple.
Fill with the best answer: Our team ___ improving client support.
Tip: Use the pattern be responsible for + -ing.
✍️ Vocabulary
support
Meaning: common workplace term related to this lesson.Synonyms: sample, example.
Chunk/Idiom: support + noun.
Example: We use support every week for reports.
Morphology: noun / verb / adj.
Self-practice: Write one sentence with support.
resolve
Meaning: common workplace term related to this lesson.Synonyms: sample, example.
Chunk/Idiom: resolve + noun.
Example: We use resolve every week for reports.
Morphology: noun / verb / adj.
Self-practice: Write one sentence with resolve.
complaint
Meaning: common workplace term related to this lesson.Synonyms: sample, example.
Chunk/Idiom: complaint + noun.
Example: We use complaint every week for reports.
Morphology: noun / verb / adj.
Self-practice: Write one sentence with complaint.
ticket
Meaning: common workplace term related to this lesson.Synonyms: sample, example.
Chunk/Idiom: ticket + noun.
Example: We use ticket every week for reports.
Morphology: noun / verb / adj.
Self-practice: Write one sentence with ticket.
feedback
Meaning: common workplace term related to this lesson.Synonyms: sample, example.
Chunk/Idiom: feedback + noun.
Example: We use feedback every week for reports.
Morphology: noun / verb / adj.
Self-practice: Write one sentence with feedback.
hotline
Meaning: common workplace term related to this lesson.Synonyms: sample, example.
Chunk/Idiom: hotline + noun.
Example: We use hotline every week for reports.
Morphology: noun / verb / adj.
Self-practice: Write one sentence with hotline.
☁️ Examples (+ audio)
I work in the department that manages budgets.
Our team is responsible for monthly reports.
We handle client invoices and vendor payments.
The director oversees accounting and compliance tasks.
✏️ Exercises
Grammar
He ___ the logistics department.
Tip: Third person singular takes s.
Our team ___ tracking monthly expenses.
Tip: Use be responsible for + -ing.
Fill with the best answer:
I ___ NovaTech and manage budgets.Tip: Use work for with company names.
Fill with the best answer:
We ___ every Friday before closing.Tip: Collocations: handle + invoices.
Vocabulary & Comprehension
Which word matches: money plan for a period?
Tip: Budgets guide spending decisions.
Which item is a document asking for payment?
Tip: An invoice lists items, prices, and due dates.
Fill with the best answer:
We prepare for the annual ___ next month.Tip: Audits check accuracy and compliance.
Fill with the best answer:
The Q4 marketing ___ was approved.Tip: Combine budget with quarters or projects.
✅ Guided practice
Mini-dialogue:
A: Hi, I’m Peter. I work in the finance department.B: Nice to meet you. What’s your team responsible for?
A: We manage budgets and handle invoices.
Why this matters:
Clear department introductions help colleagues collaborate. Stating responsibilities avoids confusion and saves time.Verb & Adjective Pack:
manage — We manage monthly budgets.handle — They handle supplier invoices.
responsible — Our team is responsible for reporting.
Try & compare:
Fill with the best answer: I ___ the finance department.
Tip: Use work in + department.
Self-correction: Fix the sentence: The team responsible for payroll.
Tip: Add be before adjectives.
Practice aloud: Listen, repeat, then type the sentence.
We handle supplier invoices every Friday.
Tip: Stress the verb handle.