Customer Support &
Team Management
Investigation updates, workload pressure, ownership and long-running situations.
LevelB1–B2+
Duration120 min
ReviewLessons 1–2 vocabulary
New grammarPerfect Continuous forms
🧭 Lesson Route
Present Perfect Continuous
have/has been + V-ingДействие началось раньше и продолжается сейчас или только что закончилось, но виден результат.
We have been investigating the outage for three hours.Past Perfect Continuous
had been + V-ingДлительный процесс происходил до другого момента в прошлом.
The team had been chasing the provider for hours before it replied.Result vs Duration
Present Perfect / ContinuousResult: We have resolved five tickets.
Duration: We have been resolving tickets all morning.
120-minute structure: vocabulary review 15 min · new vocabulary 15 min · grammar 25 min · listening 25 min · retelling/speaking 25 min · final production 15 min.
🃏 Task 1 · Vocabulary Review
Повторите лексику предыдущих уроков. Нажмите на карточку.
✨ Task 2 · New Vocabulary
🔗 Task 3 · Collocation Upgrade
⚙️ Task 4 · Result or Duration?
🧠 Task 5 · Present Perfect Continuous
🕰 Task 6 · Past Perfect Continuous
🔍 Task 7 · Mixed Grammar Error Hunt
🎧 Task 8 · Listening 1 — Shift Handover
Сначала прослушайте без текста. Затем ответьте на вопросы.
🎧 Task 9 · Listening 2 — Provider Delay
Прослушайте дважды и заполните пропуски.
🎧 Task 10 · Listening 3 — Manager Feedback
Определите, какие утверждения верны.
📖 Task 11 · Read, Analyse, Retell
For most of the morning, the support team had been dealing with an unusually high volume of refund requests. By the time Daniel took ownership of the most urgent case, the client had been waiting for nearly four hours and had already contacted support three times. Daniel reviewed the account history, identified a processing bottleneck, and escalated the issue to the payments team. While the specialists were investigating the transaction, Daniel kept the client posted and set realistic expectations. The payments team has now released the refund, and Daniel has been monitoring similar cases to see whether the pattern continues.
1. Background
had been dealing with…
had been dealing with…
2. Earlier delay
had been waiting…
had been waiting…
3. Main actions
reviewed / identified / escalated
reviewed / identified / escalated
4. Current result
has released / has been monitoring
has released / has been monitoring
01:30
🗣 Task 12 · Three Retelling Challenges
A · Outage
The system had been failing intermittently for two hours before the team found the root cause.
Retell with: Past Perfect Continuous + Past Simple.B · Backlog
The team has cleared 40 tickets and has been working without a break since 9 a.m.
Retell with: Present Perfect + Present Perfect Continuous.C · Difficult client
The client had contacted support repeatedly. The agent de-escalated the situation and set expectations.
Retell with: sequence markers and target vocabulary.💬 Task 13 · Team Lead Responses
🇷🇺 → 🇬🇧 Task 14 · Translation
📝 Task 15 · Final Incident Briefing
Write 9–12 sentences. Include: one Past Perfect Continuous sentence, two Present Perfect Continuous sentences, one Past Perfect sentence, one Past Continuous + Past Simple sentence, and at least eight target chunks.
Model opening: The support team had been dealing with a growing backlog for several hours before the most urgent case reached me. The client had already contacted us twice and had been waiting for a clear update. I was reviewing the payment history when another complaint came in...