Certified Customer Service Specialist - CC81 Technical Certificate of Credit

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.

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.

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.

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.

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.