Practice desk

Practice one skill at a time. Drills are not timed, scored, or recorded. Scored work is on the Work desk.

Data tables

Read a table with row and column headers, then find one fact in it. Six drills.

Open a customer's record, or find the article that answers the ticket. Six drills each.

Put the right value in the right field, spelled the way the record spells it.

Read a policy, a procedure, a supplier page, or an error message. Then answer from what it says.

Write what happened so someone who was not on the call can take it over.

Find things on a real website, such as Microsoft, Dell, or Zoom. Each drill is one site, with the finds in order.

Practice one moment of a call at a time, such as the opening, bad news, or the close. Choose a line and hear the customer's reply.

The inbox, Outlook on the web, Word on the web, and browser drills are on this site. The rest are done in the real app, then described.

Each drill names a command. Press its keys.

Lessons: the Communication foundations and Customer service courses. Each lesson ends with a check.
Shadowing: listen to recorded calls one exchange at a time. Then find the mistakes in the same call handled badly.
The site that fights you: practice sites that are broken on purpose. Name the barrier, then write the report.