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  5. Certified Customer Service Specialist

Certified Customer Service Specialist (CC81)  Technical Certificate of Credit

Campus Locations: High School

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.

Requirements:

  • 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.

Experienced Worker Certification Form

Curriculum Outline (11 hours)
Occupational Courses 11
MKTG 1161

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.

2
MKTG 1162

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.

4
MKTG 1163

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.

2
MKTG 1164

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.

2
MKTG 1165

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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