Course Catalog

Customer Contact Specialist - CCQ1 Technical Certificate of Credit


Campus Locations: High School
Purpose: The Customer Contact Specialist Certificate program is designed to introduce the student to a variety of customer service settings. Curriculum: The training includes an overview of business, service sector management, change management, and career management. Training helps develop interpersonal skills, build rapport, problem solve, address diversity, and work collaboratively. Careers: Customer Service Positions

Requirements:

  • Submit a completed application and application fee
  • Be at least 16 years of age
  • Submit official high school transcript or High School Equivalency transcript or college transcripts showing successful completion of 60+ semester credits or 72+ quarter credits
  • Submit official college transcripts, if applicable
  • Present acceptable ACCUPLACER, ACT, ASSET, COMPASS, PSAT, or SAT scores or GED score of 145 or higher or have one of the following: an associate degree or higher or have a HOPE GPA of 2.6 after the completion of 10th grade. 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.
Curriculum Outline (9 hours)
Occupational Courses 9
MGMT 1120

Weekly Contact Hours: Lecture - 3 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course is designed to provide the student with an overview of the functions of business in the market system. The student will gain an understanding of the numerous decisions that must be made by managers and owners of businesses. Topics include: the market system, the role of supply and demand, financial management, legal issues in business, employee relations, ethics, and marketing.

3
MGMT 2205

Weekly Contact Hours: Lecture - 3 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course focuses on supervision in the service sector with special emphasis on team building, quality management, and developing a customer focus. The challenge of providing world-class customer service is addressed through sections on principles of service industry supervision, career development, problem solving, stress management, and conflict resolution. Topics include: principles of service industry supervision, team building, customer service operations, TQM in a service environment, business software applications, communication in the service sector, introduction to information systems, selling principles and sales management, retail management, and legal issues in the service sector.

3
MGMT 2410

Weekly Contact Hours: Lecture - 3 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course focuses on the impact of change on the workplace and the personal responsibility involved in responding to change in any circumstance. Specific emphasis will be made on the role of change in the field of career management. Specific topics that will be covered are change management, problem solving skills, personal image, and career management.

3
Faculty
Advisor

Customer Service/Marketing Management Program Coordinator
Coffee Campus

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