Customer care

Prepare the team for questions, complaints and difficult situations with customers.

Good customer care shows in the moment: the first reply to a complaint, staying calm with an angry customer, keeping a promise.

Teaching approach: Practise decisions. Learners handle a customer case step by step and see how the customer feels after each reply.

What the lesson looks like

#	Card	What to write
1	Card — The situation	Who the customer is, what happened, how upset they are.
2	Quiz — How do you respond first?	Three options; each comment tells what happens next.
3	Card — What happened next	The story continues, and why.
4	Quiz — The customer gets angry. What now?	Consequences per option.
5	Card — How we handle it	Your service standard in a few steps.
6	Quiz — A new case: what do you do?	Apply the standard.
7	Checklist — When a customer is upset	Listen, say what you'll do and by when, follow up.

Take cases from real tickets or calls (anonymised). People recognise them instantly.
Show your own service standard, not a generic one.
Add a Form asking "Write your reply to this customer" with a sample answer for comparison.