| Certified Customer Service Specialist |
The Certified Customer Service Specialist Program is a Technical Certificate of Credit that contains the following 5 courses:
MKT 161 - Service Industry Business Environment
*Program Orientation
*Introduction to Service Industry
*Learning for Success
*Tools for Learning
*Positive Work Ethic
*Customer Service Overview
*What is Good Service?
*Internal & External Customers
*Exceeding Customer Expectations
*Working Together
*Team Interactions
*Communications Style Profile
*Introduction to Business Principles
*Marketing and Competitive Issues
*Quality Focus
MKT 162 - Customer Contact Skills
*Listening Skills
*Service: Face to Face
*Critical Thinking Skills/Problem Solving
*Information Sharing
*Telephone Service Skills
*Sales Skills
*Customer Contact I
*Customer Contact II
*Sales
*Managing the Difficult Customer
*Serving the Multicultural Customer
*Service Simulation and Assessment
MKT 163 - Computer Skills for Customer Service
*Introduction to Computers
*Introduction to CBT
*Windows
*Business Software (Word Processing, Database, Spread Sheet, E-Mail)
*Introduction to E-Business
MKT 164 - Business Skills for the Customer Service Environment
*Business Writing
*Customer-Focused Correspondence
*Business Math
*Language of Business
*Managing Change
*Tools for Service Excellence
*Team Problem Solving Techniques
*Managing Multiple Tasks and Priorities
*Planning, Prioritizing and Scheduling
MKT 165 - Personal Effectiveness in Customer Service
*Positive Image
*Image Builders and Image Busters
*Personal Wellness
*Stress Management
*Job Interview Skills
CCSS Overview and Curriculum
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