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Academics > All Programs > Certified Customer Service Specialist
The Certified Customer Service Specialist program provides training in the core interpersonal and technical skill required to deliver exceptional customer service in a broad range of customer contact jobs
| Course | Credit Hours |
|---|---|
| MKTG 1161 Service Industry Business Environment 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.16430 | 2 |
| MKTG 1162 Customer Contact Skills 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.16432 | 4 |
| MKTG 1163 Computer Skills for Customer Service 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. 16434 | 2 |
| MKTG 1164 Business Skills for the Customer 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.16436 | 2 |
| MKTG 1165 Personal Effectiveness in Customer Service 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.16438 | 1 |
| *11 minimum semester hour credits required for certificate |