---
title: "Email support"
course: "CUST 101 · Look after customers"
unit: "Written support and improving service"
lesson: 14 of 16
source: https://open.maestrocollege.edu/look-after-customers/email-support
publisher: Maestro College
---

# Email support

Lesson 14 of 16 in **Look after customers** (CUST 101), unit "Written support and improving service". An open lesson from Maestro College.

## What the learner will be able to do
- Structure a support email: thanks, empathy, the answer or fix, next steps and a friendly close.
- Answer every question the customer asked, using clear steps or a short list when needed.
- Match your tone to the customer's situation and keep it consistent with your brand.
- Proofread for names, order details and promises before sending.

## Teaching notes
Give a long, emotional customer email with three questions and have the learner reply. A common pitfall is answering only the first question.

## 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 14 complete: Email support."
2. Give a two-line recap of what they learned.
3. Name the next lesson, "Using feedback to improve" (lesson 15 of 16), and give the learner its link: https://open.maestrocollege.edu/look-after-customers/using-feedback-to-improve.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: Chat support
Next lesson: Using feedback to improve