Customer Service
16 week remote training program

Objective:  Students will learn keyboarding, the basics of MS Office, and customer service skills is a simulated office environment.

Computer Programs: 

General clerical skills

Week 1

Skill

Goal/Instruction

Keyboarding/Ten key

Goal: 15-20 wpm

Intro to MS Word

opening documents, editing, saving, printing, tabs and indents

Week 2

Skill

Goal/Instruction

Keyboarding

goal 20-25 wpm

Ten-key

goal 70 spm

MS Word

complete tabs, indents

Week 3

Skill

Goal/Instruction

Keyboarding

25 wpm

MS Word

leaders and tables

Ten-key

70-80 spm

Week 4

Skill

Goal/Instruction

Keyboarding

goal 25-30 wpm

MS Word

reports, begin Excel

Ten-key

goal 80-90 spm

Week 5

Skill

Goal/Instruction

Keyboarding

goal 30-35 wpm

Excel cont

formulas and formatting

Ten-key

90-100 spm

Week 6

Skill

Goal/Instruction

Keyboarding

35-40 wpm

Excel

Complete Excel workbook, graphs, importing Excel documents into Word

Ten-key

110-120 spm

Week 7

Skill

Goal/Instruction

Keyboarding

maintain 40 wpm

Ten-key

120 spm

MS Access

complete textbook--queries, forms, and reports

Week 8

Skill

Goal/Instruction

Daily keyboarding practice

 

Access

setting up tables, entering and correcting data

Week 9

Skill

Goal/Instruction

Phone Etiquette

answering calls, dealing with customers

Daily keyboarding practice

 

Access

basic queries and reports

Week 10

Skill

Goal/Instruction

Daily keyboarding practice

 

Access

Recording data from customer calls 

Week 11

Skill

Goal/Instruction

Daily keyboarding practice

 

Outlook

scheduling for an office

Week 12

Skill

Goal/Instruction

Daily keyboarding practice

 

Outlook

setting up contact lists, emailing

Week 13

Skill

Goal/Instruction

Daily keyboarding practice

 

Outlook

Scheduling

Week 14

Skill

Goal/Instruction

Daily keyboarding practice

 

PowerPoint

learn how to create basic presentations

Week 15

Skill

Goal/Instruction

Daily keyboarding practice

 

Begin MS Office Review

Write resume/cover letters

Begin Internet job search activities

 

Week 16

Skill

Goal/Instruction

Resume and Internet job search

 

Review Word, Excel and Access

 

Final keyboarding testing