Today the CTT class worked with the PRO class. First we practiced with a partner on how different emotions in answering phone calls can define a mood that can affect the overall tone of a conversation.
Next we took turns being a customer and the one answering a call for a made up store called Berkmart. The CTT students were the IT support desk. Other PRO class students were assigned to either the Delivery or the Information/Complaints desk.
The customer role was pretty straightforward. The support desk role required us to take note of the customer information including the email in order to ring up the Computer Repair Deposit using Square. Square is a Point of Sales (POS) system that uses an Ipad. It sent a receipt via email when the transaction was done. Finally, we watched a video titled “Listening Under Pressure”.