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Teach lesson 24: Phone calls with services and call centres

Classroom slides with recorded audio, teacher notes and a printable worksheet for Everyday English lesson 24 (Confident · B1). Goal: Handle a call with a phone menu, a wait and a customer service person.

By Team EnglishCoach · How we check our content · Updated 2026-11-10

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Classroom slides

Show these on a projector or TV. Use the arrow keys, or tap the right side of a slide to go forward and the left side to go back. Press ▶ to play the recording, F for full screen and P to play the slide's audio.

Everyday English · Lesson 24 · Confident · B1

Phone calls with services and call centres

Handle a call with a phone menu, a wait and a customer service person.

Warm-up · talk with a partner

Which services do you call: internet, power, your phone company? What about?

Key phrase 1 of 8

I'm calling about my bill.

Say the reason quickly.

Key phrase 2 of 8

My account number is…

Have it ready.

Key phrase 3 of 8

Could you slow down a little, please?

Ask them to speak more slowly.

Key phrase 4 of 8

Can I get a reference number for this call?

Proof of the call.

Key phrase 5 of 8

Can I speak to someone else about this?

Ask for a supervisor or another team.

Key phrase 6 of 8

Could you send that to me by email?

Get it in writing.

Key phrase 7 of 8

I need an interpreter.

You can ask for language help.

Key phrase 8 of 8

So, just to confirm…

Repeat the key points at the end.

Conversation

Agent and Sofia

Listen to the whole conversation first. Then we go line by line.

Conversation · line 1 of 8

Agent

Thanks for waiting. You're speaking with Liam. How can I help?

Conversation · line 2 of 8

Agent: Thanks for waiting. You're speaking with Liam. How can I help?

Sofia

Hi Liam. I'm calling about my electricity bill. It's much higher than usual.

Conversation · line 3 of 8

Sofia: Hi Liam. I'm calling about my electricity bill. It's much higher than usual.

Agent

Can I get your account number?

Conversation · line 4 of 8

Agent: Can I get your account number?

Sofia

Yes, it's 4-0-2-7-7-1-9.

Conversation · line 5 of 8

Sofia: Yes, it's 4-0-2-7-7-1-9.

Agent

Thanks. It looks like this bill was an estimate. We'll send someone to read the meter.

Conversation · line 6 of 8

Agent: Thanks. It looks like this bill was an estimate. We'll send someone to read the meter.

Sofia

Could you send that to me by email? And can I get a reference number?

Conversation · line 7 of 8

Sofia: Could you send that to me by email? And can I get a reference number?

Agent

Sure. Your reference is B-4-4-1-9.

Conversation · line 8 of 8

Agent: Sure. Your reference is B-4-4-1-9.

Sofia

So, just to confirm, you'll read the meter and send a new bill. Thanks, Liam.

Your turn · role-play

Work with a partner

Student A is Agent. Student B is Sofia. Read the conversation together, then swap. Then try it again with your own details.

Your turn · say it 1 of 3

I'm calling about …

Use your own details where you see “…”. Say it to your partner, then listen to theirs.

Your turn · say it 2 of 3

Can I get a reference number for this call?

Say it to your partner, then listen to theirs.

Your turn · say it 3 of 3

So, just to confirm, …

Use your own details where you see “…”. Say it to your partner, then listen to theirs.

Quiz · question 1 of 5

Why ask for a reference number?

  1. A As proof of the call if you need to call again
  2. B To win a prize
  3. C It's rude not to

✓ A: A reference number makes follow-up calls easier.

Quiz · question 2 of 5

What should you do at the end of the call?

  1. A Hang up quickly
  2. B Confirm the key points
  3. C Ask about the weather

✓ B: Repeat what will happen next.

Quiz · question 3 of 5

Can you ask for an interpreter?

  1. A No
  2. B Yes, many services and TIS National can help
  3. C Only in person

✓ B: TIS National (131 450) provides interpreters.

Quiz · question 4 of 5

What does 'an estimate' mean on a bill?

  1. A A guess, not an exact reading
  2. B A discount
  3. C A late fee

✓ A: An estimated bill is based on a guess.

Quiz · question 5 of 5

Which is polite?

  1. A Talk slower!
  2. B Could you slow down a little, please?
  3. C What?

✓ B: Polite requests get better help.

Good to know in Australia 🇦🇺

Before calling, write down your account number, the problem and what you want. Calls are often recorded, so stay calm and polite, and always ask for a reference number.

Well done!

Practise at home

The same lesson, free, no sign-up:
englishcoaching.au/learn-english/everyday-english/phone-calls-with-services/

Free lessons at englishcoaching.au

englishcoaching.au

Teacher notes

Level: Confident · B1 · Time: about 60 minutes · You need: this page on a screen with sound, and one printed worksheet per learner.

Warm-up (5 minutes)

Show the warm-up slide and ask: "Which services do you call: internet, power, your phone company? What about?" Learners talk in pairs for two minutes, then a few share with the class.

Three steps

  1. Key phrases (15 minutes). Show each phrase, press ▶ and let learners listen once, then repeat together, then one by one. Check meaning with the note on the slide: "When would you say this?"
  2. The conversation (15 minutes). Play the whole conversation once with worksheets face down. Then go line by line while learners fill the gaps in part B of the worksheet. Check answers, then learners read it in pairs.
  3. Your turn and the quiz (20 minutes). Learners say the "Your turn" sentences with their own details, do the role-play below, then answer the quiz slides in pairs before you press "Show answer". Finish with part D of the worksheet (their own sentences).

Pair work

Student A is Agent and student B is Sofia. Pairs read the conversation, swap roles, then turn the worksheet over and do it again from memory, changing the details (names, times, places, prices). Stronger pairs add two lines of their own; newer learners can keep the worksheet in front of them.

Using the audio

  • Every phrase and conversation line is recorded with natural AI voices: Agent is read by Josh and Sofia by Mel. Press ▶ on a slide or press P.
  • Play each phrase twice: once to listen, once for the class to repeat. On the conversation slides, pause after each line so learners can repeat it.
  • Test the sound before class. If the internet is slow, open the slides a few minutes early and play the first phrase once.

Good to know in Australia

Before calling, write down your account number, the problem and what you want. Calls are often recorded, so stay calm and polite, and always ask for a reference number.

After class

Printable worksheet

One A4 worksheet per learner: the key phrases and the conversation with gaps, the quiz, and space for their own sentences. The answer key prints on a separate page.

Name: Date:

Everyday English · Lesson 24: Phone calls with services and call centres

Handle a call with a phone menu, a wait and a customer service person.

A. Key phrases: fill the gaps

Word bank: account · calling · confirm · email · interpreter · little · reference · someone

  1. I'm about my bill. (Say the reason quickly)
  2. My number is… (Have it ready)
  3. Could you slow down a , please? (Ask them to speak more slowly)
  4. Can I get a number for this call? (Proof of the call)
  5. Can I speak to else about this? (Ask for a supervisor or another team)
  6. Could you send that to me by ? (Get it in writing)
  7. I need an . (You can ask for language help)
  8. So, just to … (Repeat the key points at the end)

B. Listen to the conversation and fill the gaps

  1. Agent: Thanks for waiting. You're with Liam. How can I help?
  2. Sofia: Hi Liam. I'm calling about my bill. It's much higher than usual.
  3. Agent: Can I get your account ?
  4. Sofia: Yes, it's 4-0-2-7-7-1-9.
  5. Agent: Thanks. It looks like this bill was an . We'll send someone to read the meter.
  6. Sofia: Could you send that to me by email? And can I get a reference ?
  7. Agent: Sure. Your reference is B-4-4-1-9.
  8. Sofia: So, just to confirm, you'll read the and send a new bill. Thanks, Liam.

C. Quick quiz: circle the best answer

  1. Why ask for a reference number?

    a) As proof of the call if you need to call againb) To win a prizec) It's rude not to

  2. What should you do at the end of the call?

    a) Hang up quicklyb) Confirm the key pointsc) Ask about the weather

  3. Can you ask for an interpreter?

    a) Nob) Yes, many services and TIS National can helpc) Only in person

  4. What does 'an estimate' mean on a bill?

    a) A guess, not an exact readingb) A discountc) A late fee

  5. Which is polite?

    a) Talk slower!b) Could you slow down a little, please?c) What?

D. My sentences

Finish these with your own details. Then write two more sentences you can use this week.

  1. I'm calling about
  2. Can I get a reference number for this call?
  3. So, just to confirm,

Free lesson with audio: englishcoaching.au/learn-english/everyday-english/phone-calls-with-services/ · Free to use with your learners. Please keep the englishcoaching link on printed copies.

Answer key · Lesson 24: Phone calls with services and call centres

A. Key phrases

  1. I'm calling about my bill.
  2. My account number is…
  3. Could you slow down a little, please?
  4. Can I get a reference number for this call?
  5. Can I speak to someone else about this?
  6. Could you send that to me by email?
  7. I need an interpreter.
  8. So, just to confirm…

B. Conversation gaps

  1. speaking
  2. electricity
  3. number
  4. –
  5. estimate
  6. number
  7. –
  8. meter

C. Quiz

  1. a) As proof of the call if you need to call again
  2. b) Confirm the key points
  3. b) Yes, many services and TIS National can help
  4. a) A guess, not an exact reading
  5. b) Could you slow down a little, please?

englishcoaching.au/learn-english/everyday-english/phone-calls-with-services/

Free to use with your learners. Please keep the englishcoaching link on printed copies.

Frequently asked questions

How do I teach phone calls with services and call centres to adult English learners?

Start with a warm-up question, present the 8 key phrases with the recorded audio, play the conversation line by line, let learners role-play it with their own details, and finish with the quiz. The teacher notes on this page give timings for a 60-minute class.

What level is this lesson?

Confident level, about CEFR B1. It is lesson 24 of 42 in our free Everyday English course, so you can follow the course week by week or pick the topics your learners need.

Do learners need an account?

No. Learners can do the same lesson at home for free, with no sign-up, at /learn-english/everyday-english/phone-calls-with-services/. Their progress is saved only on their own device.

Can I print the worksheet?

Yes. Press 'Print the worksheet' to print it or save it as a PDF on A4 paper. It has the key phrases and the conversation with gaps, the quiz, space for learners' own sentences and an answer key on a separate page.

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