For apprentices Six workshops, each one fits one week at the CFA. Every workshop has role plays, sentence starters, a task with an answer key and something to take back to work.
Workshop 1: Tone of voice and respect
The same words can reassure or upset a customer. Tone matters as much as vocabulary.
- 10 min Listen: the teacher says “Your car will be ready tomorrow” in five tones (rushed, annoyed, warm, hesitant, confident). Students name each tone.
- 15 min Lesson: formal and informal register, listening without interrupting, rephrasing (“So if I understand correctly…”).
- 25 min Role plays in threes: customer, apprentice or tutor, and an observer with the grid.
- 10 min Feedback: what worked, what we keep.
Observer's grid
| Criterion | Points |
|---|---|
| Calm voice, suitable volume | 4 |
| Suitable register | 4 |
| Listens without interrupting | 4 |
| Accurate rephrasing | 4 |
| Politeness and solution | 4 |
Role plays and games
The unhappy customer The repair is not satisfactory. The apprentice listens to the end, rephrases, offers a solution, keeps a calm voice.
The tutor's instruction The tutor gives a quick instruction in a noisy workshop. The apprentice checks politely: “Sorry, could you repeat the last step?”
The voice thermometer One sentence, said louder and louder, then softer and softer. The group raises a hand when it becomes rude or inaudible.
Sentence starters
- “Good morning, how can I help you?”
- “So if I understand correctly, you would like…”
- “Let me finish checking, then I'll explain.”
- “I understand your concern. Here is what I suggest…”
Task
Rewrite in a polite, calm tone: “That's not my problem, come back later.”
Answer key for the teacher
“I'm sorry about this. Let me see what I can do. Could you come back at 3 pm? It will be ready by then.”
Take it to work Note one sentence your tutor uses to calm a customer.
Workshop 2: Polite formulas, spoken and written
Greeting, thanking, apologising, refusing politely: small phrases build a good reputation.
- 10 min Warm up: what do you say when a customer walks in? Ideas on the board.
- 20 min The formula bank below.
- 20 min Games.
- 10 min Task.
| Situation | Formulas |
|---|---|
| Greeting | “Good morning, how can I help you?” “Please come in.” |
| Taking leave | “Thank you for coming, have a nice day.” “See you soon.” |
| Thanking | “Thank you for your patience.” “Thanks a lot for your trust.” |
| Apologising | “I'm sorry for the delay.” “I apologise, I'll deal with it right away.” |
| Refusing politely | “I'm afraid that isn't possible for safety reasons, but I can offer you…” |
| “Dear Sir or Madam,” “I am writing to inform you that…” “Kind regards,” |
Role plays and games
Formula relay Two teams in line. The teacher calls a situation; the first student writes a correct formula on the board, then passes the marker.
Situation cards Draw a card (“A customer thanks you”, “Refuse a discount”, “Answer the salon phone”) and act it out in thirty seconds.
Fix the text message “hi im l8 sry” becomes a professional message, as fast as possible.
Sentence starters
- “I would be grateful if you could…”
- “I'm writing about…”
- “Thank you in advance for…”
- “Please let me know if you need anything else.”
Task
- Make it polite: “No way, we don't do that.”
- Text your tutor: you will be twenty minutes late because your bus was cancelled.
- Write a short email: the customer's order is ready.
Answer key for the teacher
- “I understand, but unfortunately we can't do that. However, I can offer you…”
- “Good morning Mr Martin, my bus was cancelled, I'll be about twenty minutes late. I'm sorry. Lea”
- Subject: Your order is ready. “Dear Sir or Madam, your order is ready. You can collect it from Monday to Friday, 8 am to 6 pm. Please let me know if you have any questions. Kind regards,” name, company.
Take it to work Write down two polite formulas your tutor uses.
Workshop 3: Phone calls
On the phone, the customer cannot see your smile. Everything goes through your voice and words.
- 10 min Listen to two recordings made by the teacher: a good call and a poor one. Spot the differences.
- 15 min Lesson: introducing the company, taking a message, booking an appointment, calling back, handling an angry caller.
- 25 min Simulations recorded on a phone, back to back so students cannot see each other.
- 10 min Listen to volunteers' recordings with the grid.
Listening grid
| Criterion | Points |
|---|---|
| Greeting and company name | 3 |
| Clear voice, calm tone | 4 |
| Complete message or confirmed appointment | 5 |
| Listening and rephrasing | 4 |
| Politeness and goodbye | 4 |
Role plays and games
Take a message The boss is out; a supplier calls. The apprentice fills in a message form: name, number, reason, best time to call back.
Book an appointment Offer two time slots, then confirm day, time and reason.
Call back Tell the customer the job is finished and give the opening hours.
The angry caller Keep calm, don't interrupt, rephrase, offer a solution or a call back from the manager.
Sentence starters
- “Martin Garage, good morning, how can I help?”
- “Can I take a message?”
- “I can offer you Tuesday at 10 or Thursday at 2.”
- “So that's Thursday at 2 pm, is that right?”
- “I understand. The manager will call you back before noon.”
Task
Write a phone dialogue: a customer asks for an appointment. Then fill in the message form for your boss.
Answer key for the teacher
Expected: greeting and company name, listening, two slots offered, confirmation (day, time, reason, name, number), polite goodbye. Form: caller, number, reason, appointment, apprentice's name, time of call.
Take it to work With your tutor's agreement, answer a call or take a message and describe it in the logbook.
Workshop 4: Keeping customers
Losing a customer is a failure for the whole business. A loyal customer comes back and recommends you.
- 10 min Challenge: why does a customer not come back? Sort the reasons: welcome, delay, price, explanation, follow up.
- 15 min Lesson: building loyalty, following up, handling a complaint in four steps (listen, rephrase, apologise if needed, offer a dated solution), staying in touch.
- 25 min Role plays.
- 10 min The sentence that keeps a customer.
Role plays and games
Complaint in four steps A customer complains (haircut, bread, noise after a repair). The group raises a card at each step completed.
The customer who wants to leave One minute to keep the customer, without begging or criticising competitors.
Loyalty ladder Place sentences from “the customer leaves” to “the customer recommends us”.
Sentence starters
- “I'm sorry the result isn't what you expected. Here is what I suggest…”
- “I'll call you on Thursday with an update.”
- “How is everything since our visit?”
- “Thank you for your loyalty, it's good to see you again.”
Task
A customer writes: “Your repair didn't last two days. I'm very disappointed.” Write a six line reply that keeps the customer.
Answer key for the teacher
Thanks for the message, sincere apology, rephrasing of the problem, dated solution (“we will redo the repair at our expense on Tuesday at 9 am”), loyalty sentence, signature. No blame, no vague excuse.
Take it to work Notice how your tutor stays in touch with a regular customer.
Workshop 5: Trust and discretion
Customers let you into their homes, cars and lives. Discretion is part of the job.
- 10 min Picture talk: a photo of a technician in a customer's kitchen. What must he not do or say?
- 15 min Lesson: professional secrecy, not repeating what you see or hear, not posting photos of a customer's home or face, respecting colleagues' privacy.
- 25 min Dilemma cards.
- 10 min Our class charter of discretion.
Role plays and games
Dilemma cards “A customer tells you about a problem in his family.” “A friend asks where a famous customer lives.” Students choose the professional answer and explain it.
Secret keeper A colleague insists on knowing something confidential; the apprentice refuses politely.
Sentence starters
- “I'm sorry, I can't share that information.”
- “That's confidential, but I can pass on your message.”
- “I'd rather not talk about other customers.”
Task
A friend asks you to send a photo of a customer's house you worked on. Write your polite refusal.
Answer key for the teacher
“Sorry, I can't send photos of a customer's home. It's private, and it's part of my job to respect that.”
Take it to work Ask your tutor what the company's rules are about photos and customer information.
Workshop 6: Soft skills
Employers look for skills beyond technique: punctuality, teamwork, initiative, adaptability.
- 10 min Short video: any job interview tips clip from a public broadcaster, two minutes.
- 15 min Lesson: naming soft skills with examples from the trade.
- 25 min Auction and role plays.
- 10 min Self assessment.
Role plays and games
Skills auction Teams have 100 points to buy soft skills (punctuality, patience, teamwork…); each bid must be justified with a workplace example.
The two minute interview A tutor interviews an apprentice: “Tell me about a time you worked in a team.”
Sentence starters
- “I'm reliable because…”
- “For example, last week at work…”
- “I'd like to improve my…”
Task
Name three soft skills and give a workplace example for each.
Answer key for the teacher
Any three relevant skills, each with a clear example (for instance punctuality: arriving before opening to prepare the tools).
Take it to work Ask your tutor which soft skill matters most in the company.