CTP Skill Center

Started the day by clocking in with Homebase. We went over the Independent Challenge on Google Docs. Then I tried to record the voicemail, but the VoIP ms wasn’t working for me, so I couldn’t record the voicemail. After that, we did the customer service role-play, which was fun. Before class ends, I will do a “What did I do today?” post, and then after class ends, I will clock out of Homebase.

Today we discussed the Challenge we had yesterday. That was a great challenge. Jose, Mike, and Marc did an excellent challenge. There were a few questions that weren’t clear, but Jose went over them today. Next, we went over the POW! phone system exercises. I wasn’t able to complete this task, but I was able to go out into a breakroom and record my graduation portfolio. I had to record it twice, but the last one was much better. I’m getting nervous and excited for graduation at the same time. I know exciting things will come my way after. I’m looking forward to SJS next week. Next, I was able to do Customer Service Role-Play exercises. These exercises are always fun. In this one, we had bad/good employee scenarios. Lastly, we wrote our blogs.

Today I learned more about MicroSIP and I recorded an outgoing voice message on it. We also did some customer service role-plays. My own career track isn’t as much in customer service as the other students in the program, and I wanted to make sure they all got a chance to practice within the limited time we had, so I purposely stepped back from the role-plays.

Tuesday I had a late start to being prepared for things. I had some medical appointments but returned home mostly unscathed in time for class.

The most interesting part of class was the Challenge answers and feedback from yesterday. Going through the test again was a fun, exciting way to refresh what was done. I still learned a bit going through it a second time, but I think I did excellent overall.

For the remaining time in class, we set up our Power of Wellness voicemail greeting on MicroSIP. It’s pretty cool having a phone on my computer, even though I will probably only use it for Power of Wellness. Or BerkMart.

At the end of class we worked on customer/employee role play scenarios. They required a lot of imagination to get through to illustrate the problems with bad employees.

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!