Today, we did some exercises with our digital phones, including practicing regular phone interactions, placing callers on hold for a brief minute, and placing calls on hold to check with a third-party like a store manager. Next, we started an assignment called rose-bud-thorn where we were supposed to talk about a success, something we’re looking forward to, and a challenging difficulty respectively. For the last hour, we worked on written customer service responses, which was an interesting assignment that was mainly our discretion but with guidelines and rules to shape some of them.