BerkMart Phone Systems and Customer Service
Monday Lesson Plan
- Percipio Due (PRO training only)
- Phone Setup - Staff will set up phones for participants as needed
- Basic Phone Skills
- BerkMart Phone Scripts
- Independent Challenge V2 (Staff will provide initial link in Zoom Chat)
- Finished with all the assignments above? Check in with the instructors.
Accountability Assignment: Remote Customer Service Survey (due Thursday 2pm) (PRO training only)
Tuesday Lesson Plan
- Independent Challenge Check-In (Staff only)
- Message Taking Practice
- Leaving a Message Exercise
- Recording a Greeting
- Video: Telephone Connection(17:18)
- Finished with all the assignments above? Check in with the instructors.
Wednesday Lesson Plan
- BerkMart Phone Circus
- Written Customer Service Responses
- Video: Listening Under Pressure(14:03)
- End of Month Reflection (Rose, Bud, Thorn Email)
- Finished with all the assignments above? Check in with the instructors.
Thursday Lesson Plan
- Accountability Assignment Remote Customer Service Survey (PRO training only) (Due at start of class).
- 3-Minute Typing Test(PRO training only)
- How to Handle an Irate Customer on the Phone
- BerkMart Customer Service Roleplays
- Finished with all the assignments above? Check in with the instructors.
- End of month celebration: Students will come together and celebrate the transition into Supported Job Search!
