The client brief
Lumi & Loaf is a small online bakery that ships cookie boxes. The owner, Dana, answers support herself at midnight. She wants you to take over the inbox, starting with this morning's six tickets. Made-up client, fake data.
Your deliverables
- Six written replies, one per ticket
- A ticket log in Google Sheets: ticket, category, priority, status
- Three saved replies you would reuse
- A short note to the owner with anything she needs to decide
Do the task
Read all six first
Sort by urgency before you write a word. Money and safety come first (the double charge, the allergy question), then late or broken orders, then the rest.
Set up the log
Copy the tickets into a Google Sheet with columns for category, priority and status. Clients love seeing the whole queue in one place.
Write the replies
Use their name, answer the actual question in the first two lines, then say what happens next and when. Skip "we apologize for any inconvenience".
Escalate, don't guess
The allergy question and the refund need the owner's OK. Draft the reply and flag it. Never promise something you can't approve.
Save three templates
Late order, damaged order, address change. Leave [brackets] for the details that change each time.
Write the owner note
Three to five lines: what you handled, what needs her decision, and one pattern you noticed.
Screenshots to capture for your portfolio
- The ticket log sorted by priority
- Two replies next to the original tickets
- Your saved replies list
- The note to the owner
More tips
- Read each reply out loud. If you wouldn't say it to a customer at a counter, rewrite it.
- Keep replies under 120 words. Customers skim.
- The corporate gifting email is a sales lead, not a ticket. Send it to the owner fast and say so in your log.
- Want more practice? Ask an AI tool for 10 more angry customer emails for a small bakery and keep going.
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