Free sample lesson · Customer Service · about 40 minutes
No login needed. A real lesson in the FI format: goal, learn, example, practice with answers.
Goal
By the end of this lesson I can calm an upset customer and resolve a complaint using four steps: Listen, Empathise, Act, Promise.
1. Warm-up (5 minutes)
Remember a time you were an unhappy customer. What did the staff say or do that made it better, or worse? Write one of each.
2. Learn: the LEAP method
| Step | What you do | Example words |
|---|---|---|
| Listen | Let the customer finish. Do not interrupt or argue. Take notes. | “Please tell me what happened.” |
| Empathise | Name the feeling and apologise for the experience. | “I understand how frustrating that is. I’m sorry this happened.” |
| Act | Offer a clear solution or two options you are allowed to give. | “I can replace it today, or refund you. Which do you prefer?” |
| Promise | Confirm the next step and the time, then follow up. | “You’ll get a confirmation email within one hour.” |
Avoid: “Calm down”, “That’s not my job”, “It’s our policy” (without explaining), and blaming a co-worker.
3. Worked example
Customer: “I ordered a cake for my son’s birthday and it arrived with the wrong name!”
- Listen: “I’m sorry. May I have your order number and the correct name?”
- Empathise: “That’s really disappointing for a birthday. I apologise.”
- Act: “We can rewrite the name now in 20 minutes at no cost, or deliver a new cake by 3 pm.”
- Promise: “I’ve noted it under your order. I’ll call you when it leaves the shop.”
4. Try it yourself
- What does the E in LEAP stand for?
- Rewrite this reply politely: “Calm down, it’s not my fault.”
- Why is offering two options better than one?
- A guest says the hotel room is not clean. Write your Act step.
- Which step is often forgotten, and why does it matter?
Show answers
- Empathise.
- Example: “I’m sorry for the trouble. Let me look into this and fix it for you.”
- It gives the customer control, which reduces anger and builds trust.
- Example: “I can move you to a clean room now, or send housekeeping within 15 minutes.”
- Promise / follow-up. Without it the customer is not sure the problem is solved, and they complain again.
5. Real-life practice (10 minutes)
With a friend or family member, role-play one complaint (late delivery, wrong order, rude staff). Use all four LEAP steps. Swap roles.
6. Check your understanding
Write the four LEAP steps from memory and one sentence you would say for each.
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