| Stage | Time | Purpose & Activity | Instructor Notes |
|---|---|---|---|
| 1. Kick-Off | 2-3 min | Share real "bad service" moments; discuss what helps customers feel heard. | Build emotional connection. |
| 2. Core Concepts | 5-7 min | Define empathy, clarity, tone. Model two message versions. | Reinforce tone changes by voice or volume. |
| 3. Guided Work | 12-15 min | Tier 1: Fix bad replies. Tier 2: Service Simulation + Service Report. | Circulate and coach on tone + concise phrasing. |
| 4. Reflection | 2-3 min | "What phrase helps you de-escalate?" | Reinforce active listening. |