I typed 38 W.P.M.. I did the Bert Mart online customer service lab experience. I watched a great video on how to deal with irate customers. I learned the 3-way technique, to transfer the problem, time out, and draw a line. I learned how important it is to de-escalate any intense emotional reactions either as the customer service agent or/and of the customer. It is also of fundamental importance to know what one has the power and authority to do in the position of a customer service agent. I learned there are many moving parts and they all need to properly attended to. I had an Employment records review with Carrie. I linked my resume with my CTP job log.