PRO Customer Service and Administrative Training Syllabus

Program: PRO Customer Service and Administrative Training

Educational Objective: PRO graduates are suited to a wide variety of entry-level jobs such as customer service, administrative roles, and retail sales positions such as cashier, office clerk, receptionist, and telephone & customer service representative. More information about these careers is available by their Standard Occupational Classification (SOC) Codes; 43-6014, 43-4051, 43-9061, 41-2011, 35-3021, 43-5081, 41-4011, 41-4012.00, 43-9051.

Length of program: 3 months

Schedule: Monday - Thursday 2 pm - 5 pm

All program materials are available on CTP’s eLearning platform (no textbooks are required): https://training.ctpskillcenter.com/

Instructional mode or methods: Classes are conducted in real-time in instructor-led sessions via Zoom

Class Outline

Standing Assignments: Repeated every week.

  • Every Day: Touch typing practice
  • Every Day: What I Did Today
  • Last Class Day of the Month: PRO 3-Minute Typing Test
BerkMart Month

Week 1

  • Orientation
  • Assignment: Monthly Email for Returning Participants
  • Assignment: Monthly Email for Returning Participants
  • Accountability Assignment: Tools for Focusing
  • Web Browser Review
  • Advanced Web Browser Review
  • Google Sheets Introduction
  • Event Project
  • Attendees List
  • Google Slides Introduction
  • BerkMart Conference Slide Show
  • Google Docs Introduction and Review
  • Google Doc Formatting Project - Instructions
  • Google Doc Formatting Project - Document

Week 2

  • Electives
  • Core Training Portfolio Project If you are in your third month of training this will be your elective
  • BerkMart: Distorted and Negative Thinking

Week 3

  • Creating Your WordPress Bio
  • Accountability Assignment: New BerkMart Item and Promotion
  • POS Training/Square Online Store Practice
  • Cash-Out Game
  • BerkMart Point of Sales Script
  • BerkMart Flyer

Week 4

  • Phone Setup
  • Basic Phone Skills
  • BerkMart Phone Scripts
  • Accountability Assignment: Remote Customer Service Survey
  • Message Taking Practice
  • Leaving a Message Exercise
  • Recording a Greeting
  • Video: Telephone Connection (17:18)
  • BerkMart Phone Circus
  • Written Customer Service Responses
  • Video: Listening Under Pressure (14:03)
  • End of Month Reflection (Rose, Thorn, Bud Exercise)
  • Accountability Assignment Remote Customer Service Survey
  • How to Handle an Irate Customer on the Phone
  • BerkMart Customer Service Roleplays
Sunshine Express Month

Week 1

  • Orientation
  • Assignment: Monthly Email for Returning Participants
  • Accountability Assignment: Workplace Communication
  • Gmail Introduction Tutorial
  • Fix These Letters Assignment
  • Business Letter Formatting Guide
  • Cover Letter Assignment
  • Useful Phrases for Cover Letters
  • Search Engine Modifiers
  • Google Sheets Introduction
  • Girl Scout Cookies Google Sheet Exercise
  • Accountability Assignment: Workplace Communication
  • Google Sheets Wage Table Project
  • UCSF Clinical Nurse Wage Table
  • Google Sheets Core Attendance Assignment

Week 2

  • Electives
  • Core Training Portfolio Project If you are in your third month of training this will be your elective
  • Accountability Assignment
  • Workplace Conflict
  • Read "Take A Break”
  • Read “How To Avoid Distractions In The Workplace”

Week 3

  • Creating Your WordPress Bio
  • Sunshine Express WordPress Website
  • Cash Out - Cash Counting Game
  • Sunshine Express Cashier Script
  • Point of Sales (POS) Training/Square Online Store Practice
  • Accountability Assignment: Flyer Research
  • Google Calendar Introduction + Assignment
  • Video: Google Calendar Tutorial
  • Creating PRO Folders and Nesting
  • 5 Tips for Making Good Flyers
  • CTP Class Flyer Assignment

Week 4

  • Phone Setup
  • Instructor Demonstration: Google Docs (Styles)
  • Independent Challenge
  • Writing a Professional Email
  • Useful Phrases for Professional Communication
  • How to Create an Email Signature
  • Assignment: Professional vs Informal Email
  • Email Etiquette Exercise
  • Video: Customer Service Counts (17:10)
  • Basic Phone Skills
  • Sunshine Express Phone Scripts
  • Video: Dealing with the Irate Customer (20:55)
  • Managing Phone Calls
  • Sunshine Express Written Customer Service Responses
  • End of Month Reflection (Rose, Thorn, Bud Exercise)
  • Accountability Assignment: Remote Customer Service Survey
  • 3-Minute Typing Test
  • Customer Service Role-play: Sunshine Express
  • Upset Customer Scenarios
Power of Wellness Month

Week 1

  • Orientation
  • Assignment: Monthly Email for Returning Participants
  • Accountability Assignment: Managing Rigidity
  • Keyboard Shortcuts (Review 1)
  • Keyboard Shortcuts (Review 2)
  • Google Slides Introduction
  • POW Google Slides Project
  • Advanced Keyboard Shortcuts
  • Google Sheets Introduction (Tutorial and show basics)
  • POW Donor Letter Project
  • POW Letterhead
  • Mail Merge Using Google Docs

Week 2

  • Electives
  • Core Training Portfolio Project If you are in your third month of training this will be your elective
  • Accountability Assignment
  • Power of Wellness: Virtual Managementng

Week 3

  • Google Sheets Introduction
  • POW Customer Scenarios 1
  • Assignment: Monthly Email for Returning Participants
  • Accountability Assignment: POW Call-In Appointment Scheduling
  • Continue working on POW Customer Scenarios 1
  • POS Training/Square Online Store Script
  • POW Customer Scenarios 2
  • Powhealth.biz Website Review
  • WordPress Introduction
  • Creating Your WordPress Bio

Week 4

  • Phone Setup
  • Basic Phone Skills
  • Video: Bad Customer Service vs. Good Customer Service (1:36)
  • POW Customer Service Roleplays
  • POW Phone Scripts
  • Video: When the Phone Rings (20:07)
  • Recording a Greeting
  • Digital Receptionist
  • 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, Thorn, Bud Exercise)
  • 3-Minute Typing Test
  • POW Needy Customer Service Roleplay