Learners listen to effective techniques to successfully interact with customers via the telephone. They also submit their own suggested replies to customers in various scenarios. Topics include general telephone etiquette, dealing with angry callers, working with confused or unsure customers, and managing voicemail. A quiz completes this customer service activity.

Learners hear examples of customer focused responses to upset callers. They then practice rewording negatively phrased responses by employees.

Students read the definitions of "raise" and "rise," two verbs that are often confused. They then enter the correct tense of each verb in a variety of sentences.

Students read the definitions of these two adverbs of frequency which are often confused. They then complete sentences using "ever" or "never."