The angry customer, handled in writing, in Roman Urdu, and out loud

The situation

One customer, one problem, every channel: a furious WhatsApp message in English, a worried one in Roman Urdu, a public comment, the ticket note the next agent needs, and the live role-play timed twice. The skill is the sequence — acknowledge specifically, own it visibly, give a concrete step with a time — and the lab makes you run it until it is under three minutes without losing a beat.

What you'll be able to show

• Listen before offering: let them finish, one question, confirm back
• Reply to anger with the three beats and to worry in the right language
• Write a ticket note that is complete in under sixty words
• Handle a full complaint live in under three minutes

What you need

• A document for the written replies
• A friend (or a mirror) and a timer for the role-play
• Your own memory of the best and worst service you received this year

Tasks

1. 1The checklist you will be judged by
   Write three lines each on the best and worst customer service you personally received this year — what the person (not the company) did.
   A correct result: Six lines naming specific behaviours.
2. 2Listen first, three times
   In your next three real conversations where someone brings you a problem, let them finish, ask one clarifying question, confirm back in your own words before offering anything. Note how often your first guess was wrong.
   A correct result: Three notes, with a count of wrong first guesses.
3. 3The furious message
   Reply word for word to: 'This is THEFT. You people charged me twice and nobody has replied for THREE WEEKS. I am posting this everywhere.' Use all three beats before rereading the lesson's example, then compare.
   A correct result: Your reply, and two lines on what the comparison changed.
4. 4The Roman Urdu message, twice
   A customer writes: 'bhai order kahan hai, 5 din ho gaye, ab tak kuch nahi aya'. Write your full reply in the right language with a specific next step, a time, and the either-way promise. Then rewrite it as the public reply you would post if it had been a public comment.
   A correct result: A private reply and a public reply, both with a time and the either-way promise.
5. 5The ticket note
   Write the note the next agent should find for the furious customer: what happened, what was verified, what was promised and by when, preferred channel, and the one thing NOT to do again. Under sixty words.
   A correct result: A note under sixty words with all five parts.
6. 6Live, twice, timed
   Role-play the complaint start to finish with a friend (or in a mirror): order a week late, charged twice. Acknowledge, own, concrete step, reference number, either-way promise. Time it. Do it again: the second run must be under three minutes without dropping a step.
   A correct result: Two timings, the second under three minutes, all steps present.

What to hand in

The six checklist lines, the three listening notes, the furious and Roman Urdu replies, the ticket note, and the two role-play timings.

How it is marked