CTP Skill Center

The focus of today’s class was focus on using our virtual telephone’s. We paired up with classmates, then we practice placing people on hold or transferring them to a different extension.

We also practice responding to coustomer email to Sunshine Express

Typing practice on Monkeytype

Practiced Sunshine Express Phone Scripts.

Worked on Sunshine Express Written Customer Responses

I typed with Monkeytype and the three-minute typing test, and then went through the basic phone skills page. Next, we completed an in-class assignment using the Micro Sip feature with the Sunshine Express Phone Scripts, working in groups of two. I worked with Val, and we took turns being the employee or the caller. Next, we worked in a group of three people using the blind and attended transfer. I worked with Gaby and Devin together. I feel like I’m getting the hang of using the Micro Sip feature. At the end, we did the written customer service responses.

Today we worked on the phone system. Taking and making calls with each other in scenarios for pretty much the whole time. Towards the end, we were assigned written responses from customers. I only got one done.

I did pretty good on the 15 minute typing.

Today we worked on typing first, then went onto customer service scenarios were we practiced script and called each other on the microsip VoIP phone and ran through some different scripts. Practiced the call transfer and the putting people on hold. broken down into two different projects. Lastly we worked on responding to good and bad customer email mocks as well. Good practice either way to keep and grow in that arena, never been professionally trained in the art of call center/office customer service. So this is all kind of new and am taking it in strides.

I feel like it’s been a busy day today. I’ve just been trying to keep up. The phone stuff was fun breaking out into groups to peer to peer. The written email response thing and just email stuff in general is sort of well. I don’t know if I’ll ever write my own emails again so…

Today for a majority of the day we did role playing in the phone system/program. Last we worked on a customer service/response sheet where we answered emails from all different kinds of customers.

Today I did some customer phone call exercises with the people in PRO and CTT. So far things have been good, and I feel very prepared and ready for tomorrow. Next week I will be teaching a small class on the simple use of keyboards, so I hope that experience will help with what I been learning from these class sessions.

Today I searched for IT jobs starting in the area of Richmond for CTP. There wasn’t anything in Richmond, but I found a position in Walnut Creek and posted it. I continued to work on the slides project until my shift ended.