1What Is It?
Customer Service Is Helping People Feel Taken Care Of
Open with a personal customer experience, then define customer service
Think about the last time you had a problem with something you bought. Maybe an order arrived late, or the wrong size came. How did the business respond? If they replied quickly and kindly, you probably felt better, even before the problem was fixed. If they ignored you or replied rudely, you probably never bought from them again.
That is customer service: helping customers get answers and solve problems before, during and after they buy, in a way that makes them feel respected.
Online, customer service happens mostly in writing, through chat, email and social media. So today we focus on one key skill: writing responses that are clear, kind and accurate.
That is customer service: helping customers get answers and solve problems before, during and after they buy, in a way that makes them feel respected.
Online, customer service happens mostly in writing, through chat, email and social media. So today we focus on one key skill: writing responses that are clear, kind and accurate.
💬 Chat
WhatsApp, website live chat, Instagram DMs.
Tone: friendly, short, fast
📧 Email
Detailed questions, order issues, formal complaints.
Tone: polite, complete, structured
📞 Phone
Urgent issues and customers who prefer to talk.
Tone: calm, warm, patient
🌐 Public comments
Reviews and comments on social media posts.
Tone: professional, move to private chat
2Why Do I Need It?
Customers Remember How You Made Them Feel
Connect customer service to business survival and personal opportunity
A business can have great products and still lose customers because of poor service. And one unhappy customer can tell many people, especially online, where a bad review or angry comment can be seen by thousands.
Good customer service does the opposite. A complaint that is handled well can turn an angry customer into a loyal one who tells their friends.
For you, customer service skills are useful almost everywhere: in remote customer support roles, in virtual assistance, in social media management (where you reply to comments and DMs), and in your own business. Clear, kind communication is a skill people notice.
Good customer service does the opposite. A complaint that is handled well can turn an angry customer into a loyal one who tells their friends.
For you, customer service skills are useful almost everywhere: in remote customer support roles, in virtual assistance, in social media management (where you reply to comments and DMs), and in your own business. Clear, kind communication is a skill people notice.
Speed matters
Many customers expect a reply on chat within minutes, not days. Even if you cannot solve the problem immediately, a quick "Thank you, I am checking this for you now" makes people feel heard.
3Show Me
The L.A.S.T. Method and the Words That Work
Teach L.A.S.T. with a simple example for each step
When a customer has a problem, especially when they are upset, use the L.A.S.T. method. It is simple, and it works on chat, email and phone.
L
Listen
Read the whole message. Understand the real problem before replying.
"Thank you for letting us know."
A
Apologise
Acknowledge their feelings sincerely, even if it was not your fault.
"I am sorry about the delay. I understand how frustrating that is."
S
Solve
Give a clear solution or next step, with a time frame.
"I have checked and your order will arrive tomorrow before 2pm."
T
Thank
Thank them for their patience and invite them back.
"Thank you for your patience. We truly appreciate you."
Weak reply vs strong reply
Weak
"Delivery delays happen. Pls be patient."
No apology, no information, no next step. The customer feels ignored.
Strong
"Hi Funke, thank you for reaching out, and I am sorry your order has not arrived yet. I have checked with our delivery partner: it is on the way and should reach you tomorrow before 2pm. I will message you once it is out for delivery. Thank you for your patience!"
Uses her name, apologises, gives real information and a next step, and thanks her.
Phrases to avoid and phrases to use
| Avoid | Use instead |
|---|---|
| "That is not my department." | "Let me find the right person to help you." |
| "You should have read the policy." | "I understand. Here is how our policy works, and what I can do for you." |
| "Calm down." | "I can see why you are upset, and I want to help fix this." |
| "I don't know." | "Good question. Let me check and get back to you by 3pm." |
| "No, we can't do that." | "That is not something we can do, but here is what I can offer." |
| "Pls", "u", "k" (text speak) | Full, friendly words: "please", "you", "okay" |
4Let's Do It
Pick the Best Reply
Do these together; discuss why each answer is best
Let us practise spotting good customer service. For each customer message, choose the best reply. Then read why.
5Now You Try
Five Customer Scenarios
Introduce the fictional business and its policies, then the five scenarios
Now you write the replies yourself. You are the customer service representative for a fictional online skincare shop. Good customer service is always accurate, so read the shop's policies first. Every reply you write must follow them.
Glow Naturals: Customer Policies
Fictional online skincare store based in Abuja, created for this exercise.
- Delivery in Abuja: 1 to 2 working days
- Delivery outside Abuja: 3 to 5 working days
- Returns: unopened products within 7 days of delivery
- Wrong or damaged item: free replacement; customer sends a photo
- Refunds: processed within 5 working days after return is received
- Discounts: only current promo codes; staff cannot create new discounts
- Hours: Monday to Saturday, 9am to 6pm
- Medical questions: we do not give medical advice; suggest a doctor or pharmacist
1
The simple question
WhatsApp · Information request
Customer (Ikechukwu, in Enugu)Good afternoon. If I order today, when will it get to Enugu?
Think: Which delivery rule applies? Be friendly and specific.
Show a model answer
"Good afternoon, Ikechukwu! Thank you for your interest in Glow Naturals. For deliveries to Enugu, orders usually arrive within 3 to 5 working days. If you order today, we will send you a tracking update once it is dispatched. Is there anything else I can help you with?"
2
The delayed order
Email · Complaint
Customer (Halima, in Abuja)I ordered on Monday and it's now Thursday. You said 1 to 2 days. Where is my order?
Think: Use L.A.S.T. The delivery is late, so a sincere apology matters. What can you promise honestly?
Show a model answer
"Dear Halima, thank you for reaching out, and I am truly sorry your order has not arrived yet. You are right that Abuja deliveries should take 1 to 2 working days. I am checking with our delivery partner right now and will update you with the exact delivery time by 2pm today. Thank you so much for your patience."
3
The angry customer
WhatsApp · Wrong item received
Customer (Blessing)This is unacceptable!!! I ordered the vitamin C serum and you sent me a face wash. I needed it for an event this weekend. Very disappointed.
Think: Stay calm. Acknowledge her frustration and the event. What does the policy say about wrong items?
Show a model answer
"Hi Blessing, I am very sorry about this mix-up. I completely understand how disappointing it is, especially with your event this weekend. We will send you the correct vitamin C serum free of charge. Could you please send a quick photo of the item you received? As soon as I have it, I will arrange priority delivery and confirm the time with you. Thank you for your patience, and sorry again."
4
The request you cannot grant
Instagram DM · Discount request
Customer (Damilola)I'm a loyal customer. Can you give me 30% off my order today?
Think: You cannot create discounts. How do you say no kindly and still offer something?
Show a model answer
"Hi Damilola, thank you so much for being a loyal customer, we really appreciate you! I am not able to create a special discount, but I would love to help you save where I can. Follow our page for promo codes, which we share regularly. Would you like me to help you place your order in the meantime?"
5
The public complaint
Instagram comment · Public
Comment on a Glow Naturals postDon't buy from them. I sent 3 messages and nobody replied me.
Think: Everyone can see your reply. Be professional, apologise, and move the conversation to private messages. Never argue in public.
Show a model answer
"Hi there, we are really sorry you did not get a reply. That is not the experience we want for any customer. I have just sent you a DM so I can help you personally right away."
6Your Task
Lesson 23 Assignment
This lesson's assignment
Write your own responses to all five Glow Naturals scenarios, then turn them into five reusable response templates. These five templates are part of your final project.
- 1
Write first, then compare: Write your own reply to each scenario before opening the model answers. Then compare and improve.
- 2
Check with AI: Use Prompt 2 to check each reply for tone, clarity and policy accuracy.
- 3
Make templates: Use Prompt 4 to turn your five replies into templates with blanks like [Customer Name] and [Order Number].
- 4
Save them: Save all five in a Google Doc called "Customer Service Templates." If you have WhatsApp Business, add two of them as Quick Replies.
- 5
Bonus: Use your own business from Lesson 19 and adapt the templates to fit it, for your final project.
7What Did You Create?
Five Professional Customer Responses
Close by naming the output and pointing to Lesson 24
Today you learned how to make customers feel heard. You can now use the L.A.S.T. method, choose words that calm instead of inflame, follow a company's policies accurately, and handle everything from a simple question to a public complaint.
Your five templates are now ready to use, for yourself, for a business, or as proof of your customer service skills.
In Lesson 24, we bring together the work you have created across this course, including your content calendar, marketing idea, VA work sample and customer service templates, and turn it into your first digital portfolio.
Your five templates are now ready to use, for yourself, for a business, or as proof of your customer service skills.
In Lesson 24, we bring together the work you have created across this course, including your content calendar, marketing idea, VA work sample and customer service templates, and turn it into your first digital portfolio.
- Own replies written for all five scenarios
- Replies checked against the Glow Naturals policies
- Five reusable templates created with blanks
- Templates saved in "Customer Service Templates" Google Doc
- Two templates added as WhatsApp Business Quick Replies (optional)
WWorkbook
Lesson 23 Student Workbook
Instructions
Draft each reply here first, in your own words, before using AI or opening the model answers.
💬 Part A: My Five Replies
Scenario 1: The simple question
Scenario 2: The delayed order
Scenario 3: The angry customer
Scenario 4: The request I cannot grant
Scenario 5: The public complaint
🔍 Part B: Self-Check
Hardest scenario:
Why:
Phrase I'll reuse:
Habit to drop:
TTask
Write and Template Five Customer Responses
Time: about 60 minutes
Output: a "Customer Service Templates" Google Doc with your five replies and five reusable templates.
Part 1: Write (25 minutes)
- 1
Create a Google Doc called "Customer Service Templates" in your Work folder.
- 2
Copy the Glow Naturals policies to the top of the document so you can refer to them.
- 3
For each scenario, write your reply in your own words using the L.A.S.T. method. Only then open the model answer and compare.
Part 2: Check and Improve (15 minutes)
- 1
Run Prompt 2 on each reply. Keep suggestions that make it clearer or kinder; ignore anything that breaks the policy.
- 2
Check each reply against this list:
- Uses the customer's name
- Acknowledges their feelings where needed
- Gives accurate information that follows the policy
- Includes a clear next step or time frame
- Uses full words, no text speak, and no blame
Part 3: Turn Into Templates (20 minutes)
- 1
Run Prompt 4 to convert each reply into a reusable template with blanks in square brackets.
- 2
Give each template a clear title, for example "Delivery time question" or "Wrong item received."
- 3
Optional: in WhatsApp Business, go to Business Tools, then Quick Replies, and save two templates with shortcuts like /delivery and /wrongitem.
💬
Lesson 23 Complete!
You have written five professional customer responses. In Lesson 24, you will build your first digital portfolio.
AIPrompts
Lesson 23 Prompt Library
Add to your Prompt Library Google Doc
Open your "My AI Prompt Library" document, add the heading "Lesson 23: Customer Service," and paste all five prompts below.
Customer Service Prompts
Prompt 1: Draft a customer reply that follows policy
"Act as a friendly, professional customer service representative for [business name]. Here are our policies: [paste policies]. Write a reply to this customer message: [paste message]. Channel: [WhatsApp / email / Instagram]. Use the L.A.S.T. method (Listen, Apologise, Solve, Thank) if it is a complaint. Use the customer's name, keep it under [80] words, and do not promise anything that is not in our policies."
Always paste the policies. Without them, AI may promise refunds or discounts the business does not offer.
Prompt 2: Check my reply
"Here is a customer message: [paste]. Here is my reply: [paste]. Here are the company policies: [paste]. Check my reply for: (1) tone (is it warm and professional?), (2) clarity, (3) accuracy against the policies, (4) whether it gives a clear next step. Give me a score out of 10 and a short improved version."
Write your own reply first. Use AI as a coach, not to do the thinking for you.
Prompt 3: Calm an angry customer
"A customer is very upset. Their message: [paste]. The facts: [what actually happened]. What we can offer: [options from policy]. Write a calm, empathetic reply that acknowledges their feelings without blaming anyone, explains what we will do, and gives a specific time frame. Avoid phrases like 'calm down' or 'as per our policy.'"
If a customer becomes abusive or threatening, stay polite, do not argue, and pass it to a manager.
Prompt 4: Turn replies into templates
"Turn these customer service replies into reusable templates. Replace specific details with blanks in square brackets, like [Customer Name], [Order Number], [Delivery Date] and [Product]. Give each template a short title. Keep the warm tone. Replies: [paste replies]"
Templates save time, but always personalise them before sending. Customers can tell when a message is copy-pasted.
Prompt 5: Build an FAQ for a business
"Create a list of the 10 questions customers most often ask a [type of business] in Nigeria, with short, friendly answers based on these policies: [paste policies]. Format it as an FAQ that could be pinned on Instagram, saved in WhatsApp Business, or added to a website."
A good FAQ answers common questions before customers have to ask, which saves everyone time.