| Lesson Plan |
| Grade: |
Date: 03/03/2026 |
| Subject: Drama |
| Lesson Topic: Importance of customer care, meeting customer needs and expectations |
Learning Objective/s:
- Describe the role of customer care in drama productions.
- Explain how meeting audience needs impacts reputation and financial success.
- Apply a set of working procedures to plan, deliver, and review customer service during a performance.
- Analyse feedback to improve future productions.
- Demonstrate effective communication and problem‑solving in a customer‑care role‑play.
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Materials Needed:
- Projector and screen
- Sample feedback forms (paper or digital)
- Role‑play scenario cards
- Customer‑care checklist template
- Whiteboard and markers
- Laptop with presentation slides
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Introduction:
Begin with a short video clip showing audience reactions to excellent versus poor service. Ask students to share a memorable theatre visit and identify what made it positive or negative. Explain that today they will learn how purposeful customer care enhances audience satisfaction and outline the success criteria: identify needs, design procedures, and demonstrate them in a role‑play.
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Lesson Structure:
- Do‑now (5') – Students write a quick response to “What makes a theatre visit enjoyable?” and share.
- Mini‑lecture (10') – Present key concepts of customer care, its importance, and the five steps (identify, set standards, communicate, deliver, feedback).
- Group activity – Planning (15') – In small groups create a pre‑performance customer‑care checklist using the provided template.
- Role‑play simulation (15') – Groups rotate acting as Customer Care Officer handling a common complaint (e.g., lost ticket, accessibility issue) while peers use a feedback rubric.
- Feedback analysis (10') – Review sample feedback forms, discuss interpretation and how to adjust procedures.
- Reflection & exit ticket (5') – Students write the single most important step they will implement in a future production.
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Conclusion:
Summarise how systematic customer‑care procedures support audience satisfaction and the theatre’s reputation. Have students complete an exit ticket stating the key improvement they will apply. Assign homework to draft a brief customer‑care plan for an upcoming class production, incorporating today’s checklist.
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