Certified Customer Service Specialist
Overview
Course Description: This certificate program provides training for a highly skilled customer service contact work force. Individuals will be trained in basic technical and interpersonal skills required to perform a wide variety of customer contact jobs.
Entrance Date: Varies
Entrance Requirements: Refer to Admissions criteria. Click for Entrance Score Requirements.
Age: Applicants must be 16 years of age or older
Education: A high school diploma or the equivalent (GED) is desirable but not required for program admission or graduation. College transcripts will be evaluated on an individual basis.
Advisor: A program advisor should be consulted prior to enrolling in any course. An advisor will be assigned by admissions.
Program Final Exit Point: Certified Customer Service Specialist, TCC.
Credits Required for Graduation: 15 minimum quarter hour credits required for graduation
Note: Credits from this program may be applied to a degree or a diploma program.
Curriculum
Credit Hours
Prerequisite(s): Provisional admission
This course includes the following objectives: CCSS Program Overview, Introduction to Service Industry, Learning for Success, Positive Work Ethic, Customer Service Overview, Working Together, Introduction to Business Principles, and Language of Business.
Prerequisite(s): Provisional admission
Provides students with skills necessary to communicate with customers and successfully manage the relationship in both telephone and face-to-face situations. Topics include: Skills to effectively communicate with customers, problem solving in customer service, telephone skills, sales skills in the service environment, managing the difficult customer, and managing the multi-cultural customer.
Prerequisite(s): Provisional admission
This course includes the following objectives: Customer Service-Face to Face, Critical Thinking, Induction to Computer Based Thinking, Information Sharing, Telephone Service Skills, Sales Skills, Customer Contact I, Customer Contact II, Sales, Managing Difficult Situations, Serving the Multicultural Customer, and Simulations and Assessments.
Prerequisite(s): Provisional admission
This course includes the following objectives: Introduction to Computers, Windows XP, Business Software Applications, and E-commerce.
Prerequisite(s): Provisional admission
This couse includes the following objectives: Business Writing, Business Math, Managing Change, Tools for Service Excellence, and Managing Multiple Tasks and Priorities.