Account Specialist Training

Week 3:
This is the third week of training and the trainees will be taking calls in the Fishbowl and watching their Trainers take walk-ins. If there is confusion about who should be where and when, whenever the Trainee's schedule says "Account Training, Fishbowl (AT)" they are downstairs taking calls.

The Trainer and trainee should complete the Good and Bad tickets. They are located in the trainer's mailboxes and the Help Desk Electronic Archive > Account Specialist Training > Handouts if they lose them. The Trainer has been asked to explain the tickets the first time through and then ask the trainee questions about each ticket the second time through to make sure the trainee absorbs all of the information.

Again, if the trainee submits a ticket with incorrect/missing information, a warning should be written on the TRAINERS, and an FYI on the trainee.