Lesson Plan

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Lesson Plan
Grade: Date: 17/01/2026
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.
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
 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.
Lesson Structure:
  1. Do‑now (5') – Students write a quick response to “What makes a theatre visit enjoyable?” and share.
  2. Mini‑lecture (10') – Present key concepts of customer care, its importance, and the five steps (identify, set standards, communicate, deliver, feedback).
  3. Group activity – Planning (15') – In small groups create a pre‑performance customer‑care checklist using the provided template.
  4. 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.
  5. Feedback analysis (10') – Review sample feedback forms, discuss interpretation and how to adjust procedures.
  6. Reflection & exit ticket (5') – Students write the single most important step they will implement in a future production.
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.