Today we practiced our typing and then practiced using phone systems. I really enjoyed the phone systems lab as we got to split into groups and practice together. It was fun following a script and playing a role. The role of the employee was the hardest of the three because the employee was responsible for putting the caller on hold and handling the call transferring. It felt like good practice getting used to the different buttons and learning how to use extensions. I also learned how to use the group chat feature. Finally we worked on written customer service responses. Looking forward to more practice in the future.