Certified Customer Service Specialist (CC81) Technical Certificate of Credit
(Ending Sprng 2022)
The Certified Customer Service Specialist (CCSS) program provides training in the core interpersonal and technical skills required to deliver exceptional customer service in a broad range of customer contact jobs.
Entrance date: Each semester
Program admission requirements:
Minimum Test Scores
|ACCUPLACER NEXT GENERATION –||Reading||224||ACCUPLACER-||Sentence Skills||60|
Credits required for graduation: 11
Beginning Spring 2022 (January 2022), ALL FIRST TIME college students will be required to take the College Success (COLL 1020) course.
|Courses 11 credits|
|MKTG 1161Service 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.
|MKTG 1162Customer 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.
|MKTG 1163Computer 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.
|MKTG 1164Business Skills for Customer Service Environment
Provides students with the fundamentals of basic business skills used in the customer service environment. Topics include introduction to management, managing multiple tasks and priorities, and tolls for team problem-solving and service improvement.
|MKTG 1165Personal 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.
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Programs of Study
Notice and Responsibilities Regarding this Catalog
The purpose of this catalog/handbook is to provide general information. It should not be construed as the basis of a contract between students and Albany Technical College (ATC). While the provisions of this catalog/handbook will ordinarily be applied as stated, ATC reserves the right to change any provisions listed without notice. Such changes may include entrance requirements and admissions procedures, courses, and programs of study, academic requirements for graduation, fees and charges, financial aid, rules and regulations and the College calendar. It is the student’s responsibility to keep informed of all changes including academic requirements for graduation.