MORNING PROJECTS
1. Finish PowerPoint presentations for Thursday! If you would like to practice, you can find a partner and go into a breakout room (Just watch the time for your work session with Liz!)
2. Quickbooks
AR: Enter two invoices, receive payments, make deposit
AP: Enter two bills, pay bills, print checks
3. Excel Spreadsheet - Fleet Maintenance
Make a spreadsheet to track all the company vehicles, including license plate # & registration expiration. On the first and last day of every month, you want to track the mileage, the total miles driven, and the maintenance performed. Use a new sheet for each vehicle
4. Emails (send to lizonufer@yahoo.com)
Internal email - Write an email to all staff to announce the start of a monthly all staff meeting. Create a Doodle poll to figure out when people are available to meet for December.
External email - Write an email to a customer to let them know their order will be delayed due to supply chain issues.
1:1 Work Sessions with Liz
9:15 - 9:30: Mariah
9:30 - 9:45: Yakleen
9:45 - 10:00: Tiffani
10:00 - 10:15: Lara
10:15 - 10:30 (Liz Break)
10:30 - 10:45: Kayla
10:45 - 11:00: Jodi
11:00 - 11:15: Vicky
11:15 - 11:30: Andrea
11:30 - 11:45: Diana
**** LUNCH ****
WEBSITE SUFFIXES
- .com
- .net
- .org
- .edu
EMAIL PHISHING SCAMS
What to look for - sender's email address, new payment form, new method of communication
https://www.consumer.ftc.gov/articles/how-recognize-and-avoid-phishing-scams
PHONE ROLE PLAYS
1. Request to remove late fee
You paid the Lower Valley Energy bill late and the next month’s statement arrives with a $25 late fee. In the last year, this has happened one time before. Your boss tells you, “We aren’t paying that late fee!”
2. Paid bill shows as balance forward on next month’s statement
You receive your October statement from UPS. It shows a balance forward of $351.27 from September. You remember paying this bill, and it should not be on your October statement.
3. Client is 30 days overdue
You have not received payment from Ms. Smith for her summer maintenance invoice that was due October 1.
4. Propane company is charging higher rate than boss negotiated
The October invoice from Suburban Propane is charging you $2.50 per gallon. Your boss says he negotiated the rate of $1.80 per gallon.
5. Cleaning service is not fulfilling its contract
Your company hires a cleaning service to come in two nights per week to vacuum, clean the bathrooms, empty trash, and dust. For two weeks in a row, the floor has not been vacuumed the next morning.
Receiving calls –
1. Client is canceling appointment within 24 hours
John is calling to cancel his counseling appointment. Your office has a 24 hour cancellation period. If a person cancels within 24 hours, they are charged for the appointment.
2. Client sent payment but it didn’t post
Mr. Semen calls to tell you he sent the check for $56.78 in October. But he received his last statement and the charge is still showing up.
3. Request to remove late fee
Laurie had a $20 late fee on her October statement because she didn’t pay her summer maintenance bill. She calls to tell you she is going to pay it now but is not paying the late fee.
4. Client got the package arrived but items were broken
Mrs. Boner ordered pottery from your store. She received the box but two of the bowls were broken. She said the packing job was awful and she wants two new bowls to shipped ASAP.
5. Client call to complain that property maintenance was not completed to his satisfaction
Lisa calls to complain that the maintenance crew did not do the work they were supposed to do. She said that leaves were still left in the yard and that the driveway was not cleaned.
TOUGH CUSTOMERS - Using conflict skills
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