Sunshine Express Phone Systems and Customer Service
Monday Lesson Plan
- SkillSoft Due (PRO training only)
- Video: Customer Service Counts(17:10)
- Instructor Demonstration: Google Docs (Styles)
- Independent Challenge: Instructors will provide links in Zoom chat.
- Finished with all the assignments above? Check in with the instructors.
Accountability Assignment: Remote Customer Service Survey (due Thursday) (PRO training only)
Tuesday Lesson Plan
- Independent Challenge Check-In
- Phone Setup
- Basic Phone Skills
- Sunshine Express Phone Scripts
- Writing a Professional Email
- Useful Phrases for Professional Communication
- How to Create an Email Signature
- Assignment: Professional vs Informal Email
- Finished with all the assignments above? Check in with the instructors.
Wednesday Lesson Plan
- Managing Phone Calls
- Sunshine Express Written Customer Service Responses
- End of Month Reflection (Rose, Bud, Thorn Exercise)
- Finished with all the assignments above? Check in with the instructors.
Thursday Lesson Plan
- Accountability Assignment: Remote Customer Service Survey (Due at start of class).
- 3-Minute Typing Test
- Customer Service Role-play: Sunshine Express
- Upset Customer Scenarios
- Email Etiquette Exercise
- Video: Dealing with the Irate Customer(20:55)
- 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!
