Handling a customer complaint: a 30-minute role play for grades 6–8

1. Model a poor response first ("That's not my fault") and ask what went wrong. Then model a good response using the four steps.
2. Pairs take turns: one reads a complaint card as the customer, the other responds as the business using the four steps.
3. The customer scores the response with a thumbs up, sideways or down and gives one tip.
4. Switch roles and cards. Add one harder card where the customer is wrong about the price, so students practice explaining kindly.
5. Debrief: "What fixes are fair to both the customer and the business?" List refunds, repairs, a small discount and apologies.
6. Each student writes one sentence they could use in a real job or volunteer role.

Safety: keep the role play respectful. Students act calm and polite even when the card shows an upset customer, and no shouting is needed.

Differentiation: students who need support use a sentence strip for each step. Students who are ready handle a complaint card with a twist, like a customer who wants a refund after using most of the product. English learners can practice the four phrases in pairs first.

Quick check: read "My drink was warm" and ask a student to give the four-step response.

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