"During my time at Preferred CX, I was tasked to design learning materials for the customer response team (CRT). Their job was to handle customer feedback via chat and email. My manager instructed me to create writing exercises with different letter formats through email. She forwarded me a few references, which were college textbooks. I found the examples from the textbook to be overly prescriptive. So, I designed a few materials with a task-based format. I talked to the CRT Manager and asked for a few real-world scenario examples. From there, I sat with different team members to understand best practices in replying to customers. Then I created the exercises to fit the scenarios, apply the best practices, and at the same time apply formal writing rules from the textbook. When I showed it to my manager, he was very impressed. We ran the pilot after some weeks and saw a significant increase in the CRT's net promoter score."