- **Replying to common questions:**  

  - “Rewrite this customer’s complaint about late delivery into a kind, solution‑focused reply”  

  - “Create 5 answers for ‘Do you deliver to [local area]?’ with friendly details”  

- **Tone training:**  

  - “You are a helpful local shopkeeper. Never sound robotic. Use ‘we’ and ‘our community’.”  

- Activity: Each student replies to a real (or simulated) customer message