Practice project, written by VCJ
Customer support writing practice brief
This is practice. It is not work experience, and it is not evidence from an employer. It gives you written samples you made yourself, so you can show how you write.
Use a free document in Google Docs or Notion. Invent a small online shop that sells phone accessories. Write as its support agent, and sign off with your first name only.
Three written responses
- Case 1: A delayed order
“I ordered a charger eight days ago. The site said three to five days. Where is it? I need it for work.”
Apologise once, say what you will check, give a realistic next step with a time, and tell the customer what to do if it still hasn't arrived.
- Case 2: A refund you can't give
“I bought a phone case six weeks ago and changed my mind. I want my money back.”
The shop's policy is returns within 30 days. Explain the policy without blaming the customer, and offer something you actually can do.
- Case 3: A problem you can't solve yet
“The wireless earbuds keep disconnecting from my phone every few minutes.”
Ask for the details you need, suggest two steps they can try now, and explain what happens if those don't work. Don't promise a replacement you haven't confirmed.
Help article task
Write a short help article, “How to track your order”, in 200–300 words. Use a clear title, numbered steps, and a final section called “Still need help?”. A customer should be able to follow it without contacting support.
Check your own work
- Did each reply answer what the customer actually asked?
- Is there one clear next step, with who does what and when?
- Did you avoid promises you can't keep, such as dates, refunds or replacements?
- Would the reply make sense read on a phone, with short paragraphs?
- Is the tone calm and polite without extra apologies or jargon?
- Could someone follow the help article's steps without asking you anything?
Keep your four pieces together. If you describe them to an employer, call them practice samples you wrote, not customer work.