Certified Customer Service Specialist (CC81) Technical Certificate of Credit
Purpose: The Certified Customer Service Specialist program is designed to introduce the student to a variety of customer service settings.
Curriculum: The training includes a study of the business environment, basic computer skills, customer contact skills, and personal effectiveness for the customer. Training helps develop interpersonal skills, build rapport, problem solve, address diversity, and work collaboratively.
Careers: Customer Service Positions This program is generally reserved for local area high schools only.
- Submit a completed application and application fee
- Be at least 16 years of age
- Present acceptable ACCUPLACER, ACT, ASSET, COMPASS, PSAT, or SAT scores, Georgia Milestones Literature/Composition or Georgia Milestones American Literature/Composition (for meeting English requirement only) or GED score of 145 or higher, or have one of the following: an associate degree or higher or have a High School overall GPA of 2.0, a HOPE Scholarship GPA of 2.6 or higher after the completion of 10th grade, or have 2 years documented work experience in the subject area. Documentation on a college transcript of successful completion of appropriate courses from a regionally accredited college or university may be accepted in lieu of test scores.
|MKTG 1161Service Industry Business Environment
Weekly Contact Hours: Lecture - 2 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course introduces the learner to the service industry. Topics include: an introduction to the service industry business environment, an introduction to life-long learning, work ethic and positive behavior required for exceptional customer service, an introduction to customer relations, working together successfully on teams, and basic business principles.
|MKTG 1162Customer Contact Skills
Weekly Contact Hours: Lecture - 3 Lab 2 - 2 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): MKTG 1161 This course provides students with skills necessary to communicate with customers and successfully manage that relationship in both telephone and face-to-face situations. Topics include: skills to effectively communicate with customers, developing rapport with customers, problem-solving in customer service, telephone skills, sales skills in the service environment, managing the difficult customer, and managing the multicultural customer. Computer-Based Training (CBT) is used to allow students to practice skills using simulated business situations.
|MKTG 1163Computer Skills for Customer Service
Weekly Contact Hours: Lecture - 1 Lab 2 - 2 Lab 3 - 0 Pre-requisite(s): MKTG 1162 Co-requisite(s): None Provides students with the fundamentals of computer skills used in a customer service environment. Topics include: introduction to computer technology, introduction to the Windows environment, introduction to word processing, introduction to spreadsheets, introduction to databases and introduction to E-mail.
|MKTG 1164Business Skills for the Customer
Weekly Contact Hours: Lecture - 2 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): MKTG 1163 Co-requisite(s): None Provides students with the fundamentals of basic business skills used in the customer service environment. Topics include: introduction to business correspondence, basic business calculations, change management, managing multiple tasks and priorities, and tolls for team problem-solving and service improvement.
|MKTG 1165Personal Effectiveness in Customer Service
Weekly Contact Hours: Lecture - 1 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): MKTG 1164 Co-requisite(s): None Provides students with skills that will allow them to present a positive image to both co-workers and customers. Topics include: personal wellness and stress management, positive image, and job interview skills.
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Notice and Responsibilities Regarding this Catalog
The information in this College Catalog and Student Handbook accurately reflects current policies and procedures at the time of publication. Students are admitted to the College under and are subject to the provisions of the WGTC Catalog and Student Handbooks for the term they initially enroll. Students in all programs are admitted under and are subject to the provisions of the College Catalog and Student Handbook and applicable addendums for the term they are admitted to the program at Wiregrass Georgia Technical College. If for any reason a break in enrollment occurs, students must reapply and satisfy the College Catalog and Student Handbook requirements for the term of their re-entry to any program. The provisions of this catalog are not to be regarded as an irrevocable contract between Wiregrass Georgia Technical College and the student. The College reserves the right to change any provision or requirement at any time.