Module 10 · Suggested: Week 4
Thirty-day practicum
Bring your examples. Practice with your Manager. Record what you can do.
Start
Picture thirty-day practicum in action.
Use the scene and examples below to make the standard concrete.
Know
Keep the standard clear.
Prepare
Bring examples, not memorized lines.
Review every question in advance and choose examples that show what you would do during real work.
Use the question list below to prepare. Nothing in the Manager conversation should surprise you.
Think of a call, arrival, handoff, recovery, or operating check that made the behavior clear.
Explain the standard in your own words, then describe what it looks like at work.
Understand the ratings
The rating shows how much support you needed.
Your Manager rates what they can hear or see. They also note any help you needed.
Your answer doesn’t show the skill yet. Your Manager will explain it and plan another practice.
You show the skill after your Manager gives a clue or asks a follow-up question.
You explain or show the skill without help.
Purpose: The rating guides coaching. It isn’t a surprise score.
Review the practicum questions
- Describe the Office Edge service philosophy in your own words. What does white-glove service mean to you?
Explains how to notice a need, take responsibility, and follow through. Gives one clear example.
- How many times should a phone ring? What do you do when you know you can’t answer in time?
States three rings and alerts a teammate when the call can’t be answered within two.
- Walk through a prospect call from the greeting through the completed handoff.
Recognizes the prospect, gathers the needed details, announces the handoff, and writes down the result.
- How do you handle several calls that arrive at the same time?
Finds out what each caller needs, asks permission before hold, and returns to callers in order.
- A client is visibly upset about a service failure. Walk through your response.
Uses all five LEARN steps and names when a Manager should join.
- Before transferring a client call, what current instructions must you confirm?
Explains that current call instructions must be checked before every transfer without relying on memory.
- A client arrives to collect a package. Walk through an accurate handoff.
Confirms the correct client, records the signature and pickup date, and completes the handoff carefully.
- Name five ways Office Edge can make a client’s work easier.
Names five Office Edge services taught in the course without comparing Office Edge with another company.
- What does LEARN mean, and when should you use it?
Names Listen, Empathize, Apologize, Resolve, and Notify and follow up in order.
- Your Manager is away and a client calls with a concern. What do you do?
Offers live help, gathers a complete message, and carries the concern to the appropriate leader.
- What does it mean to be empowered at Office Edge? Where does your authority stop?
Explains what they can handle now and when to bring in a Manager.
- How would you support an in-office client and a client who uses services remotely?
Explains that both clients receive warm, accurate service. Gives one example of how the help may differ.
- What are your goals for the next 30 days?
Names one specific behavior to strengthen and one way to practice it with the Manager.
Decide
Choose the next move.
Three situations. Each answer gives immediate feedback.
0 of 3 decisions correct
Practice
Try it under pressure.
Call Lab · Live
Thirty-day pressure practice
Bring the phone, privacy, permission, and ownership standards together in one live conversation.
Commit
Plan the next real moment.
Take one step tomorrow
Write the moment you’ll use this.
We’ll save this plan in your browser and show it when you return.
Complete both blanks before you finish the digital practice.
Print or email
Module completion card
Employee________________________________
Date________________________________
- Decision practice
- 0/3 correct
- Tomorrow when…
- Not written yet
- I will…
- Not written yet
Progress is saved in this browser only.
More ways to practiceSong, lyrics, printable, and full-size reference
Memory song
The Next Try Stronger
Desk reference
Printable and infographic
Source: Team Member Training Program, Appendices A and D.