STUDENT A: STUDENT B: You have recently opened an account with the internet service provider LowLevel Inc Every time you log on to the net, your computer crashes You have phoned before, but nothing has happened since- You are tired of it But your contract is for two years You work for the internet provider LowLevel Inc., but you have no real idea what they there Your instructions are clear: Turn down all complaints, promise the customer that the problem will be fixed soon and stay friendly by all means STUDENT A: STUDENT B: You have ordered some DVDs from a website After four weeks, they still haven’t arrived yet You haven’t received any reply to your e-mails Now you want your money back Call them and complain You work for a great mail order company The customer on the line is very angry, but you can’t find any data in your computer about him There is no order, no e-mail, no payment STUDENT A: STUDENT B: You bought an expensive digital camera from a local store for your holiday in Australia It didn’t work You couldn’t even switch it on Now you take it back to the store and complain about the ruined holidays This customer has bought a digital camera, but hasn’t bothered to read the manual or to insert any batteries at all Now he is back from his holidays and wants to return the camera – with scratches on the lens Communicative teaching: Role plays - Petra Ullrich 2011