Course Catalog

Business and Customer Service Technology - BA21 Technical Certificate of Credit

The Business and Customer Service program is designed to introduce the student to the dynamics of providing exceptional customer service in a variety of customer service settings. The training includes an overview of the service industry, why service is important and the demand for skilled customer service representatives. Training also includes developing skills that help the learner: project the right image and develop interpersonal skills, build rapport, problem solve, address diversity, and work collaboratively. Learners also train on the Microsoft Window Environment and learn to produce documents in Microsoft Office applications.

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 10^th 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.

Experienced Worker Certification Form

NOTE: Program is only offered at Department of Corrections sites.

Curriculum Outline (9 hours)

Occupational Courses	9
BCST 1000Interpersonal Development Weekly Contact Hours: Lecture - 2 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course helps the student to develop self actualization skills. It includes skill development to: work together effectively in a team, identify the steps involved in the job interviewing and job search process, appreciate difficult customers and provides the student with skills to calm angry customers and to resolve their problems, create an awareness of the importance of image, become more comfortable dealing with conflict situations, and to better understand and serve multicultural customers, both internal customers (co-workers) or external customers.	2
BCST 1010Survey of Technology Weekly Contact Hours: Lecture -1 Lab 2 - 4 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course provides the student with an introduction to computer use and the Microsoft operating environment. It is designed as a guide for the beginner. Topics include working in the Windows operating environment, word processing, spreadsheets, databases and electronic animated presentations.	3
BCST 1020Office Management Weekly Contact Hours: Lecture - 2 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None This course provides the student with basic principles of operating a business, using numbers in business to perform many calculations, draft concise, easy-to-read business correspondence, help participants to identify, prioritize and re-prioritize tasks as situations arise and change and introduce a systematic problem-solving process to be applied in a customer service setting.	2
BCST 1030Advanced Office Management Weekly Contact Hours: Lecture - 2 Lab 2 - 0 Lab 3 - 0 Pre-requisite(s): None Co-requisite(s): None 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 using business language, developing rapport with customers, problem solving in customer service, telephone skills, and sales skills in the service environment.	2