Course Catalog

Customer Contact Specialist, TCC (CCQ1)  Technical Certificate of Credit


Campus Locations: High School

The Customer Contact Specialist Certificate prepares the individual for work in the business environment by providing training that equips the individual to provide quality customer service through an understanding of the nature of business, customer service, and personal growth and development in the context of constant change.

Program Outcomes: Upon completion of this program, students will master essential skills for customer interaction, including effectively engaging with customers in diverse contexts and defusing potential conflicts. They will also gain proficiency in leveraging computer systems to enhance customer service experiences. This comprehensive training equips students with the competencies needed to excel in customer-focused roles across various industries.

Careers: Customer Service Positions

Length of Program: 1 Term

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
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