Create a support playbook people can use.

Work with these six fictional support requests for a free learning programme: A cannot find a verification email; B cannot upload a PDF; C wants feedback on a submission; D reports an unwanted contact; E wants to delete their account; F asks whether a certificate guarantees a job.

For each, identify the user's goal, urgency, first safe action, information genuinely needed and escalation owner. Do not request passwords, verification codes, unnecessary ID documents or private files in an ordinary email. Treat safety reports and deletion requests as separate, sensitive workflows.

Submit a document, images, presentation or spreadsheet containing a triage table and a simple routing diagram. Review criteria: sensitive requests get appropriate handling, routine problems have clear next steps, and no response promises an outcome or deadline that was not supplied.

Draft a response of 80–140 words for each of the six scenarios from task 1. Explain the next action in plain language and distinguish what support can verify from what requires escalation. For scenario F, state that a learning certificate does not guarantee employment.

These are proposed practice responses, not KFIQ's approved policies. Mark any product detail that needs checking rather than inventing a file limit, turnaround time, refund rule or deletion deadline. Do not send the drafts to anyone.

Submit a document, images, presentation or spreadsheet with the six responses and notes on assumptions. Review criteria: calm tone, specific next steps, minimal data requests and honest handling of unknown details.

Build a one-page daily support checklist and a compact handover template. Include unresolved issue, assigned owner, next action and whether the case contains sensitive information. Use case letters A–F instead of names or emails.

Walk two of your fictional cases through the process, recording where a new teammate might get stuck. Revise the playbook and explain what changed. Define three quality checks that reward accurate resolution rather than simply closing tickets quickly.

Submit a document, images, presentation or spreadsheet with the checklist, template, walkthrough and revision notes. Review criteria: ownership is clear, sensitive information is minimized, escalation can be followed and quality checks detect meaningful mistakes.