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Day 4: Refine the Help Desk Tool + Customer Service Role-Play

Lesson Overview
Time 50 minutes
Objectives Refine the MakeCode troubleshooting program; swap with a partner team to test; conduct a customer service role-play using the micro:bit as a support tool
TEKS d(4)(B)
Deliverable Refined MakeCode program + completed role-play observation by teacher
Materials micro:bit devices, USB cables, Chromebooks, MakeCode, Help Desk scenario cards, projector

Warm-Up (5 min)

WARM-UP: What is the HARDEST part about helping someone fix a technology problem? Is it the technology itself, or the communication with the frustrated person?

Quick share. Most students will say "the communication" once they think about it. Bridge: "Today is about both, refining your tool AND practicing the communication side of help desk work."

Activity 1: Refine and Test (15 min)

Teams return to their MakeCode programs and refine them. Goals:

  • All 3 troubleshooting steps cycle correctly with Button A
  • Button B displays "FIXED!" properly
  • Add at least ONE enhancement: a sound, an LED animation, or a 4th troubleshooting step

After refining (10 min), partner teams swap micro:bits. Each team tries to use the OTHER team's troubleshooting program as if they were a real help desk tech. They give feedback:

  • Was the order of steps logical?
  • Were the steps clear (could you understand what to do)?
  • Was anything confusing or missing?

Teams use this feedback to make ONE more refinement before Day 5 demos.

Activity 2: Customer Service Role-Play (25 min)

Pair up students within their teams. Each pair role-plays a help desk call:

  • Student A = the User (the person with the broken technology). They describe the problem in their own words and pretend to be frustrated.
  • Student B = the Help Desk Tech. They walk the user through the steps displayed on the micro:bit, in a calm and clear voice.

After 5 minutes, students switch roles. Each pair does the role-play TWICE (once as user, once as tech).

The 4 customer service rules to demonstrate (project on screen):

  1. Acknowledge the problem. Start with "I understand this is frustrating. Let me help you fix it."
  2. Use simple language. Do not use technical jargon. Say "the box that connects to the internet" instead of "the router."
  3. Walk through ONE step at a time. Do not rush ahead. Wait for the user to confirm each step.
  4. Stay calm. Even if the user is frustrated, your job is to be the calm one.

Walk between pairs and listen. Use a clipboard checklist to track which pairs are demonstrating each rule. This is the formative assessment for d(4)(B).

Facilitation Tip

Some students will rush their role-play and treat it as a joke. Stop them and reset: "If you were the user, would you trust this tech? Slow down. Be patient. That patience IS the skill we're practicing."

DOK 3: What conclusions can you draw about why communication skills are considered a TRANSFERABLE skill that applies to BOTH IT support AND careers like nursing or teaching?

Exit Ticket (5 min)

EXIT TICKET (Diagnostic MCQ with Misconception Distractors) · Printable PDF:

Scenario: A frustrated user calls. She says "This computer is so stupid! It won't even turn on and I have a meeting in 10 minutes!"

What is the BEST first thing for a Help Desk Tech to say?

  • A. "Ma'am, please calm down. It's not the computer's fault."
  • B. "Have you tried the power cable?"
  • C. "I understand this is frustrating right before a meeting. Let's fix this together. Can you tell me what you see on the screen?"
  • D. "Our support hours are almost over, so can you call back tomorrow?"

Circle your answer. In one sentence, explain why the OTHER three choices break one of today's 4 customer service rules (acknowledge, simple language, one step at a time, stay calm). (d(4)(B))

Differentiation

  • Support: Provide a printed role-play script with sentence stems for both User and Help Desk Tech roles. Students follow the script for the first round, then improvise the second round.
  • Extension: Advanced pairs role-play a TWO-PROBLEM scenario (the user has BOTH a printer issue AND a Wi-Fi issue). The tech has to triage which to fix first.
  • ELL: Bilingual customer service phrases: "I understand. Let me help. (Entiendo. Permítame ayudarle)." Allow ELL students to do the role-play bilingually.