Handling a Full Customer Case from Start to Finish.

Lesson 12 is your capstone case. You follow one customer through a complete mini journey, from first contact to final follow-up. You see how skills from earlier lessons connect in one story: greeting, identifying the problem, checking details, explaining options, handling a small complaint, agreeing a solution and closing the interaction. Then you plan your own realistic case from your workplace, choosing the channel or combination of channels you use most. With support, you select useful phrases from your personal phrase bank and organise them into a simple script or set of notes. You finish the course by performing your case and reflecting on what went well and what you want to improve next in your real job.

1. Your capstone case and Maria's story.

In this final lesson, we will bring everything together in one complete customer story. You will follow a customer, Maria, through a mini journey with your company, from the first contact to the final follow-up. This will help you see how all the skills from earlier lessons connect: opening a call, finding the problem, checking details, explaining options, agreeing a solution and then closing and following up. In our case, Maria has a problem with a late delivery. You work for an online electronics shop called BrightHome. Maria ordered a coffee machine as a birthday gift, but it has not arrived on the promised date. First, she calls customer service. Later, you send her a written confirmation. Finally, there is a short follow-up contact. In this block, you will read a short overview of Maria's case and check that you understand the main stages. Then, in the next blocks, we will go inside each moment in more detail. At the end of the lesson, you will create your own realistic case from your workplace, step by step.

Welcome to your capstone case.

In this final lesson, you will connect all your customer service skills in one complete story. Instead of practising only one skill, such as opening a call or explaining options, you will watch how a full mini case develops over time.

We will follow one fictional customer, Maria Lopez, and one company, BrightHome, an online shop for home electronics. You are the customer service agent in this story.

Meet Maria and her problem.

Maria ordered a coffee machine for her sister's birthday. The website promised next day delivery, but the parcel did not arrive on time. Maria feels disappointed and worried because the birthday is very soon. She decides to contact BrightHome.

Her journey has several simple stages:

1. First contact: Maria phones customer service to ask about the late delivery.
2. Investigation: You check her details and look at the tracking information.
3. Options and agreement: You explain what you can do and agree a solution with her.
4. Written follow-up: You send a short confirmation by email or chat.
5. Final follow-up: Later, Maria confirms that the problem is solved.

Why this journey matters.

Many real customer cases are like this: one problem, but more than one contact and sometimes more than one channel. For example, a customer might call first and then receive an email. This is called a cross-channel case.

In this lesson you will:

• see how the language you learned fits into a multi-step case;
• notice useful phrases for problem history and agreement;
• plan and perform your own full case from your real job.

At the very end, we will also reflect together using simple phrases such as "I feel more confident handling this type of case now" and "Next time I would like to improve how I handle the call".

Now, read the short text in the activity and check your understanding of Maria's story.

Practice & Feedback

Read the short case description in the box carefully. Then answer the three questions about Maria's journey in full sentences. Try to use some of the vocabulary from the screen, such as first contact, solution, follow-up or late delivery.

Write at least 4–6 sentences in total. You can number your answers (1, 2.

if that helps you organise your ideas. Focus on making your message clear and simple, not perfect. This is a warm-up to check that you understand the basic situation before we listen to the call in the next block.

2. Listening to Maria's first phone call.

Now that you know the basic story, let us listen to the first contact between Maria and BrightHome. This is a short phone call where Maria explains the problem and you, as the agent, start to manage the case. When you listen, do not worry about every single word. Focus on three main questions. First, how does the agent open the call and make Maria feel calm. Second, how does Maria describe the problem and the *problem history*, for example when she ordered and what has happened since. Third, what does Maria want the company to do now. You will listen to the call in the activity at the bottom of the screen. Before that, look at the on-screen phrases. They are useful chunks for the opening and problem stage of a full case, and you will hear some of them in the call. After listening, your task will be to write a short summary of Maria's problem, using clear sentences in your own words.

Key phrases for the first contact.

In this first phone call, the agent uses simple, polite phrases to open the case and invite Maria to explain the situation. Here are some useful chunks you will hear or see:

• "Good afternoon, BrightHome customer service, this is Alex speaking."
• "How can I help you today."
• "Let me just check a few details with you."
• "First the customer contacted us about a late delivery." (used later when summarising)

Maria also uses problem history language to explain what has happened:

• "I ordered a coffee machine yesterday with next day delivery."
• "According to the website it should arrive today, but it has not arrived."
• "I have checked the tracking page and there is no update."

Notice how Maria and the agent keep the language calm and neutral. No one shouts or blames. This helps to keep the conversation professional.

Listening task.

In the activity, you will listen to the first part of the call. While you listen, focus on these questions:

1. What exactly is the problem. Is it damaged, missing, late or something else.
2. What has already happened. What did Maria do before calling.
3. What does Maria want now. What is her main request.

You only need to understand the main ideas. After listening, you will write a short summary of the situation in 3–5 sentences, using your own words. Try to include at least one useful phrase, for example "late delivery", "I am sorry this has happened" or "Let me just check a few details with you".

When you are ready, go to the activity, listen to the call and then write your summary.

Practice & Feedback

Listen to the phone call carefully. You can listen two or three times if you need to. Then write a short summary of the call in 3–5 full sentences.

In your summary, include:

• what Maria ordered;
• what the problem is now;
• what she already did before calling;
• what she wants the company to do.

Use simple past and present forms, and try to reuse at least one phrase from the phrases on the screen or from the call, such as late delivery, I am sorry this has happened or let me just check. Focus on clear, simple English. Do not write a transcript of the call; just give the main points.

3. Agreeing options and solutions with Maria.

You have now heard how the call starts and how Maria explains the problem. In the next part of the call, the agent checks the tracking details, explains the situation and offers some options. This is where **negotiation of options** and **agreement language** become important. As you listen to or read this part, pay attention to three things. First, how the agent explains the delay in simple, honest language without blaming the customer. Second, how they offer more than one option, for example a replacement, a refund or a different delivery method. Third, how they check which option works best for Maria and then clearly confirm what they have agreed. On the screen you will see a transcript of the middle and end of the call. Your main job in this block is to notice useful phrases that you can reuse in your own job. At the end, you will choose some of these phrases and adapt them to your own products or services, so you start building your personal script.

Middle and end of the call: transcript.

Read this part of the call between Alex (the agent) and Maria. Focus on the language for explaining options, checking preferences and confirming the agreement.

> Agent: Thank you for holding, Maria. I have checked the tracking information. There is a delay at the delivery company and your parcel will probably arrive tomorrow.

>

> Maria: Tomorrow is the birthday, so I am worried it will be too late.

>

> Agent: I completely understand that this is frustrating. Let us see what we can do to fix this today. Here are the options I can offer you.

>

> Agent: First, we can keep the current order and ask the delivery company to prioritise it for tomorrow.

>

> Agent: Second, if you prefer, I can also send a different model by express courier today, so it arrives tomorrow morning.

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> Agent: Third, we can cancel the order and offer you a full refund.

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> Maria: I think the second option is best. I really need a gift tomorrow morning.

>

> Agent: Great, let me summarise what we have decided. We will send you a different model by express courier today. You should receive it tomorrow morning before twelve.

>

> Agent: I will now send you a confirmation by email with the new order number. I will record the details of this case in our system.

>

> Maria: Thank you very much for your help.

>

> Agent: You are very welcome, Maria. Thank you for your patience today.

Useful chunks to notice.

From this transcript, note how the agent structures their language:

• Empathy and apology: "I completely understand that this is frustrating."
• Options: "Here are the options I can offer you today." / "If you prefer, I can also send a different model."
• Checking preference: "What would work best for you." (you could easily add this question)
• Agreement and confirmation: "Let me summarise what we have decided." / "You should receive it tomorrow morning before twelve."
• Follow-up: "I will now send you a confirmation by email." / "I will record the details of this case in our system."

In your own job, the products and time frames will be different, but the phrases around them can be very similar.

Practice & Feedback

Read the transcript again and choose 4–6 useful phrases that you would like to use in your own work (for example, "Here are the options I can offer you").

In the text box, do two things:

1. Write each selected phrase on a new line.
2. After each phrase, write a short example sentence adapted to your company, product or service. For example: "Here are the options I can offer you today. We can move your booking to Friday or give you a refund."

Try to include at least one phrase for empathy, one phrase for offering options and one phrase for summarising or confirming. This activity helps you build a personal phrase bank that is realistic for your job.

4. Continuing Maria's case in live chat.

So far, Maria has contacted BrightHome by phone and you have agreed a solution. However, in real life, customers often use more than one channel for the same case. They might start with a call and later use live chat or email for an update or a small complaint. In this block, we continue Maria's journey in a short live chat. Imagine it is the next morning. Maria has received an automatic email from the courier saying that her original parcel may arrive late in the afternoon. She is confused, because you agreed to send a different model by express courier in the morning. You will see part of a live chat between Maria and you, the agent. Read it carefully and notice how the agent shows empathy again, checks the **problem history** and gives a clear update about the case. Then you will continue the chat yourself, writing three or four short chat messages as the agent. This is a chance to practise **chat-style writing** with a friendly, professional tone.

Cross-channel contact: from phone to chat.

Maria used the phone to agree the solution, but now she chooses live chat for a quick question. This is common in customer service. The same case can move between channels: phone, chat, email and sometimes social media.

Here is the live chat the next morning.

> Maria: Hi, this is Maria Lopez. I spoke to Alex yesterday about my coffee machine. We agreed that you would send a different model by express courier today.

>

> Agent: Hello Maria, nice to chat with you again. Yes, I can see your case here. How can I help you today.

>

> Maria: I have just received an email from the courier about my first order. It says the delivery is delayed and may arrive this afternoon. I am confused. Which coffee machine will arrive and when.

>

> Agent: Thank you for contacting us about this, and I am sorry for the confusion.

What does the agent need to do now.

At this point, as the agent, you need to:

• show empathy and reduce Maria's worry;
• quickly check the case history in your system;
• explain clearly, in writing, what will happen with each order;
• confirm the time frame so Maria can relax.

Useful chunks from earlier that you can reuse in chat:

• "I completely understand that this is frustrating."
• "Let me explain how this works in your situation."
• "You should receive it tomorrow morning before twelve."
• "I will record the details of this case in our system."
• "Thank you very much for your patience today."

In the activity, you will continue the chat from the agent's side, using short, clear messages. Remember that chat messages are usually shorter than emails and often use one idea per message.

Practice & Feedback

Continue the live chat as the agent. Write 3–4 short chat messages to Maria.

Start from the agent's last line: "Thank you for contacting us about this, and I am sorry for the confusion." In your messages, you should:

• briefly explain what is happening with the first order and the new express order;
• confirm which coffee machine Maria will receive and when;
• thank her for her patience and offer further help.

Write your messages like a real chat. Put each message on a new line. You can begin messages with "Agent:" if you like, but it is not necessary.

Use some of the useful chunks from this lesson, for example "I completely understand", "Let me explain", "Here are the options" or "Let me summarise what we have decided" if needed.

5. Planning your own full customer case.

You have now followed Maria through a complete mini journey with BrightHome. You have seen the phone call, the agreement of options and a short live chat follow-up. Now it is time to move from Maria's story to **your own reality**. In this block, you will plan a full customer case from your workplace. The case should be realistic but simple. Think about a typical situation you often handle, for example a booking change, a simple technical problem or a question about a bill. Your plan does not need to be long or perfect. The aim is to decide the **steps** and **channels** in your case, and to choose some key phrases you want to use. In the next block, you will write a short script and a written follow-up, using this plan. On the screen you will see a model plan for Maria's case, organised by stage. Use it as a guide. Then, in the activity, you will write your own plan: the customer, the product or service, the main problem, each stage of the journey and the channels you will use.

From Maria's case to your own case.

Maria's journey had clear stages:

1. First contact by phone about a late delivery.
2. Investigation and options during the same call.
3. Agreement on a new express delivery.
4. Confirmation by email with the new order number.
5. Follow-up by chat to clarify a confusing message.

Your cases at work may be different, but many will follow a similar pattern: first contact, details, options, agreement, follow-up.

Example of a simple case plan.

Here is a model plan for Maria's case.

• Customer and product: Maria Lopez, coffee machine for sister's birthday.
• Main problem: Late delivery; the parcel did not arrive on the promised date.
• Channel 1: Phone call.
• Goal: Understand the problem history and agree a solution.
• Key phrases: "How can I help you today", "Let me just check a few details with you", "Here are the options I can offer you today".
• Channel 2: Email.
• Goal: Confirm the new order and delivery time.
• Key phrases: "I am writing to confirm", "You should receive it tomorrow morning", "I will record the details of this case in our system".
• Channel 3: Live chat.
• Goal: Clarify a confusing message and reassure the customer.
• Key phrases: "I completely understand that this is frustrating", "Let me explain how this works in your situation".

Your turn: choose your case.

Before you write, think about:

• a typical customer you deal with;
• a common problem or request;
• which two channels you will include (for example, phone + email, phone + chat, chat + email);
• what a good final result looks like.

In the activity, you will describe your plan in words. This will be your guide for the final performance in the next block.

Practice & Feedback

Plan a realistic customer case from your own job or a similar job. In your answer, write a short plan in 5–8 sentences.

Include the following points:

• Who is the customer and what do they want or what is the problem.
• What product or service is involved.
• Which two channels you will use (for example, phone and email, phone and chat) and why.
• The main stages of the journey (first contact, checking details, options, agreement, follow-up).
• At least two key phrases from this course that you would like to use.

You can write it as one paragraph or as short bullet-style sentences. This is your personal plan, so make it realistic for your workplace.

6. Performing your case and reflecting.

You now have a clear plan for your own customer case. In this final block, you will perform it in writing. This is your small capstone performance for the course. You will write two parts. First, a short **phone call script** or dialogue for the first contact, from greeting to agreement on a solution. Second, a short **written follow-up** for the same case, for example an email or chat confirmation. After that, you will add a brief reflection about how you feel and what you want to improve next time. Do not worry about being perfect. Focus on using the structure and phrases you have learned: opening, problem history, options, agreement, confirmation and follow-up. On the screen you will see a simple checklist to help you. When you finish writing, I will give you feedback on your clarity, tone and use of key phrases, and I will help you write one or two small improvement goals, such as "Next time I would like to improve how I handle the call".

Your final performance.

Now it is time to bring everything together. Using your plan from the previous block, you will write a mini script of your full case.

You will create:

1. A short phone or voice call script (or face-to-face conversation) for the first contact.
2. A short written follow-up by email or chat.
3. A short reflection about your performance and future goals.

Part 1: Call or conversation script.

Write the main lines you and the customer say. Include:

• a polite opening ("Good morning, customer service, this is..." / "How can I help you today");
• the customer's problem history (when it started, what they already did);
• you offering options ("Here are the options I can offer you today");
• checking what works best ("What would work best for you");
• agreement and summary ("Let me summarise what we have decided").

Keep it short, around 8–12 lines of dialogue.

Part 2: Written follow-up.

Choose email or chat for your follow-up. Write a short message that:

• confirms the solution and any important details (order numbers, dates, times);
• explains the next steps ("You should receive…", "We will send…"*);
• thanks the customer for their patience.

You can reuse chunks such as "I am writing to confirm", "You should receive it tomorrow morning" and "Thank you very much for your patience today".

Part 3: Reflection.

Finally, write 2–3 sentences about how you feel and what you want to improve. You can use phrases like:

• "I feel more confident handling this type of case now."
• "Next time I would like to improve how I handle the call."
• "I want to build a stronger personal phrase bank for live chat."

Use the activity box to write all three parts together.

Practice & Feedback

Write your final performance in three parts in the same text box.

1. Call or conversation script: Write a short dialogue of about 8–12 lines between you (the agent) and the customer. Show how you open, explore the problem, offer options and agree a solution.
2. Written follow-up: After the script, leave a blank line and then write a short email or chat message to the same customer confirming what you agreed.
3. Reflection: At the end, write 2–3 sentences about how you feel and what you want to improve. Try to use at least one of these phrases: "I feel more confident", "Next time I would like to improve…".

You do not need to write long texts. Focus on clear structure, polite tone and using several useful phrases from the course.