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Build a Support Kit for a Sample Nigerian Business

The capstone project for Customer Support Specialist Training — a free Business course. Pass it and you earn a certificate anyone can verify.

Start the course free Download the project workbook

The project unlocks once you complete the lessons. The workbook is free to download now so you can see exactly what is expected.

What you will submit

A single shared document link containing: a short business description, 6 canned replies (including at least 2 complaint handlers), a mini FAQ of at least 6 Q&A pairs, a LEARN-based de-escalation script, and a short SLA-and-tool note.

What to do, step by step

  1. Pick one sample Nigerian business to support (for example a Lagos skincare brand, an Aba phone-accessories shop, an Abuja meal-prep service, or a small fintech app). Write 2–3 sentences at the top of your document describing the business, what it sells, and its main support channels (e.g. WhatsApp + Instagram DMs + email).
  2. Write 6 canned replies for this business's most common situations, and at least 2 of them MUST be complaint handlers (for example a failed payment that didn't reflect, and a late or wrong delivery). Each canned reply should follow the great-reply structure from Lesson 3: acknowledge/empathise, confirm the issue, state the action and a clear timeframe, and a warm closing. Use a [Name] placeholder so it can be personalised.
  3. Create a mini FAQ of at least 6 question-and-answer pairs based on real questions a Nigerian customer would ask this business — cover delivery times/costs by region, payment methods and failed-transfer steps, returns/refunds, product availability, opening hours, and order tracking. Keep each answer short, plain, and friendly.
  4. Write a de-escalation script for an angry customer using the LEARN method from Lesson 4 (Listen, Empathise, Apologise, Resolve, Notify). Include the exact warm phrases you would use, the trigger words you will avoid (like 'calm down', 'but', 'policy'), and one line for handling a customer who threatens to post the complaint publicly.
  5. Add a short note (3–5 lines) stating the informal SLA you would promise for this business (your target first-response and resolution times per channel) and which one help-desk or tool from Lesson 6 you would use to run it (e.g. Freshdesk, HubSpot free, WhatsApp Business labels, or a shared inbox), and why.
  6. Put everything into one clean, well-organised document (Google Doc, Word, or Notion), set sharing to 'anyone with the link can view', and submit the link.

Files to work with

Project workbook (fill in, then submit)The whole brief, an evidence checklist, the grading rubric as a self-check and the link-sharing steps in one file. Opens in Word, Google Docs or WPS.Word · 7 KB

How it is graded

CriterionWeight
Six canned replies present, well-structured (acknowledge → confirm → action + timeframe → warm close) and personalisable, with at least 2 genuine complaint handlers30%
Mini FAQ has 6+ realistic Nigerian-context Q&A pairs that are clear, plain, and friendly25%
De-escalation script correctly applies the LEARN method, uses owning (not blaming) language, and avoids trigger words like 'calm down'25%
Tone and empathy throughout are warm, professional, and human across all replies and the script10%
Clear business description plus a sensible SLA-and-tool note, all in one tidy, shareable document with a working link10%

You need 65% overall to pass. A failed submission comes back with feedback and can be revised and resubmitted.

Before you submit: make your link public

If your work lives in Google Drive or Google Docs, open Share → General access and change “Restricted” to “Anyone with the link” (Viewer). Then paste the link into a private browser window: if it opens without sign-in, you are ready. A private link cannot be graded — it is the single most common reason a good project fails.

Frequently asked questions

Do I have to finish Customer Support Specialist Training before submitting the project?

Yes. The submission screen opens once every lesson in Customer Support Specialist Training is marked complete. The lessons are where the methods, the Nigerian context and the worked examples the project depends on are taught.

How is the project graded?

An examiner scores each rubric criterion from 0 to 100 and weights them as shown on this page; you need 65% overall to pass. Most submissions are graded within minutes and you get written feedback on what was strong and what to improve.

Can I resubmit if I fail?

Yes. A failed project comes back with feedback; revise the weak parts and resubmit. A passed project is final — the certificate is issued and cannot be re-rolled.

What do I actually submit?

A write-up of what you did (under 5,000 characters) plus a public link to your work — a Google Drive folder, Google Doc, spreadsheet, GitHub repository or video. The link must open without sign-in; a private link cannot be graded. The free project workbook on this page walks you through all 6 steps.

Is the certificate real?

Yes. Passing this project issues a certificate with a unique verification code. Anyone — an employer, a client, a school — can open the verification page and see that the certificate is genuine and which project earned it.

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Ready to earn this certificate?

Customer Support Specialist Training is free and self-paced. Finish the lessons, complete this project, and the certificate is yours to share.

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