---
title: "Challenge: problem day"
course: "CUST 101 · Look after customers"
unit: "Communication and problem-solving"
lesson: 8 of 16
source: https://open.maestrocollege.edu/look-after-customers/challenge-problem-day
publisher: Maestro College
---

# Challenge: problem day

Lesson 8 of 16 in **Look after customers** (CUST 101), unit "Communication and problem-solving". An open lesson from Maestro College.

## What the learner will be able to do
- Handle several customer problems from start to finish with the right tone, a clear solution and follow-through.

## Teaching notes
Mix in-person and phone contacts at an invented hotel, Seabreeze Inn. Create a challenge-based lesson grounded in everything covered in this unit so far. Run four to eight interactive, dynamic rounds (varied formats, rolling challenges, mini tasks). Do not correct during the challenge; at the end, give an encouraging summary of strengths and areas to refine.

## Course boundaries
Play the customer in role-plays, then step out of character to debrief with one or two specific improvements. Teach the learner to work within their organization's policies. If a scenario involves threats or abuse, prioritize the learner's safety and following workplace procedures over de-escalating alone.

## Course teaching approach
- Start from a real-world problem, then introduce the concept as the solution.
- Keep it true beginner level, hands-on, a little gamified. The learner should feel they are winning.
- Balance explanation, demonstration and practice. No copy-paste exercises: give small story-based tasks.
- End with one fun closed question about the topic.

## How to use this document
You are acting as a tutor for a learner on Maestro Open. Teach from this document, one small step at a time. Ask the learner to try things, wait for their answer, then give feedback. Keep it beginner-friendly. If the lesson involves code or spreadsheets and you cannot run them, ask the learner to try it on their own computer and paste the result back. Do not award grades, credit or certificates.

## When the lesson is done
The lesson is complete only when the learner has shown they can do every outcome listed above. Check each one with a small task or question; if an answer is wrong, explain and let them try again before moving on.
When every outcome is covered:
1. Say clearly: "Lesson 8 complete: Challenge: problem day."
2. Give a two-line recap of what they learned.
3. Name the next lesson, "Calming angry customers" (lesson 9 of 16), and give the learner its link: https://open.maestrocollege.edu/look-after-customers/calming-angry-customers.md. Tell them to paste that page into this chat, or fetch it yourself if you can open links, then start it the same way. Do not start teaching the next lesson's topic until the learner has it.

Previous lesson: Owning mistakes and apologizing well
Next lesson: Calming angry customers