CTP Skill Center

We reviewed the independent challenge, recorded our core portfolios, discussed POW! CSR message options and set up our unique voice mails (inVoIP) and practiced scripts. Here additional detail: POW Phone Scripts

Video: When the Phone Rings(20:07)

Recording a Greeting

Digital Receptionist

Managing Phone Calls

POW Written Customer Service Responses

POW Customer Service Responses (“Needy” Customers)

Practiced typing; I did pretty well. Jose reviewed the Independent Challenge we had yesterday. I have to practice how to do a Google chip. I recorded my core training portfolio for Thursday. We all recorded an outgoing voicemail message for the POW Center. I dislike my voice!! Good practice. We finished the day by practicing customer service interactions, good employee vs bad employee. Tomorrow: mock interviews with Blue Shield.

Started the day by clocking into HomeBase. Then did some speed typing. Then we went over the assignment we did yesterday. Then we did our voicemail messages. Then we did some good and bad customer service role-plays, very funny at times. Keyva and I are a good pair for customer service role-plays. Then we closed out the day by doing our “What we did today” post and clocked out of HomeBase for the day.

Took a refresher assignment on what we learned in this class. I didn’t complete the assignment because an error occurred when I attempted to update MicroSip. It took me over 4 hours to figure out how to bring this laptop back online.

Today was Independent Challenge Day! Boy, this was a challenge. But I loved it. It was something that I thought I was prepared for. I wasn’t this time. They put extra tasks in the Google Document section. Those challenges guided me to the internet for help. But I was all for it. Also, this helped me become more independent and think about what I can do by myself. I also completed Google Sheets, including all formulas. This was great.

Had a blast going through the beginning of class with CTT. I took a portion of the first part of class to prep my accountability email to be scheduled to send tomorrow. Also, Marc always greets us so kindly at the beginning of class and through aid! On top of that I really enjoy learning with Jose! I am very appreciative of his explanation and consciousness. I very much enjoy independent project skills practice and training on the docs. It allows me to review topics and portions of learning and any reminder I may need. I very much enjoyed spreadsheet practice because I love spreadsheets their information and their aesthetic. Also, am excited for phone challenges tomorrow and mock interviews on Wednesday!

We went over the basics of Microsip so we are prepared for tomorrow. Then we did our independent challenge, and once again I got caught up in the formulas. I had Marc help me, and I was getting my multiplication and division symbols switched. So a little frustrated with myself, but got there in the end.

Started the day by clocking in with Homebase. Then we did some typing for the first 15 minutes of class. Also, I worked on three different independent challenges: one is the start of the independent challenge, and then I worked on the second part, which is Independent Challenge V4 on Docs, and also did the Docs Quiz, and the third part is the Independent Challenge V4 on Google Sheets, which I have not completed. Before the end of class, I did the “What did I do today?” post, and then after the class, I will clock out of Homebase.

• Turned in Percipio score on Psychological Safety course
• Basic Phone Skills
• Video: Bad Customer Service vs. Good Customer Service(1:36)
• POW Customer Service Roleplays
• Independent Challenge 

Double-checked this week

Double checked this week’s Accountability Assignment: POW Call-in Appointment Scheduling (send on Wed & Thurs) (PRO training only)

Tuesday Lesson Plan

• Independent Challenge Check-In

Today we started with typing practice for 15 minutes. Then Jose went over phone customer service, transferring calls, warm and cold. The rest of the day was Independent Challenge. I am so proud to report I finished all of it, including Sheets. I used the formulas. Yay me! Thanks, CTP.