Certified Customer Service Specialist (CC81)  Technical Certificate of Credit


(Ending Sprng 2022)

(Stand-alone)

Program Description:

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
Writing 236 Reading Comprehension 55
Arithmetic 229 Arithmetic 34

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 1161

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

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

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

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.

2
MKTG 1165

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.

1
Faculty
Click to view profile for O'Brien Arnett
Program Chair

Marketing Management Program Chair/ Instructor
Freedom Hall Room 102

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