Power of Wellness Phone Systems and Customer Service
Monday Lesson Plan
- SkillSoft Due (PRO training only)
- Phone Setup - Staff will set up phones for participants as needed
- Basic Phone Skills
- Video: Bad Customer Service vs. Good Customer Service(1:36)
- POW Customer Service Roleplays
- Independent Challenge will start around 3:20 PM
- Finished with all the assignments above? Check in with the instructors.
Accountability Assignment: POW Call-in Appointment Scheduling (due Mon,Tue,Wed & Thur) (PRO training only)
Tuesday Lesson Plan
- Independent Challenge Check-In
- POW Phone Scripts
- Video: When the Phone Rings(20:07)
- Recording a Greeting
- Digital Receptionist
- Finished with all the assignments above? Check in with the instructors.
Wednesday Lesson Plan
- Managing Phone Calls
- POW Written Customer Service Responses
- POW Customer Service Responses (“Needy” Customers)
- Video: The Bar is So Low - The Realities of Memorable Service(18:53)
- End of Month Reflection (Rose, Bud, Thorn Exercise)
- Finished with all the assignments above? Check in with the instructors.
Thursday Lesson Plan
- 3-Minute Typing Test(PRO training only)
- Google Doc Formatting Project - Instructions
- Google Doc Formatting Project - Document
- POW Needy Customer Service Roleplay "Setting Policy"
- 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!
