Business

Customer Service

Certificate

Prepares individuals for a career as a customer service representative. The program allows students to become proficient in key areas of customer service, including customer communications, conflict resolution, strategic customer retention, and customer service management.

Business Program Planning Guide

2023-2024 Required Courses

Customer Service Certificate Curriculum

Course #	Course Name	Credit(s)
BUS 1101	Introduction to Business in Society	3
Course Outline Credits: 3 Presents an overview of the role of business in society. Topics include the historical perspective, the economy, global dimensions of business, ethics and social responsibility, and the various forms of business organizations. Various disciplines of business (accounting, finance, information systems, marketing, operations, etc.) are also introduced in the overall context of the enterprise. Prerequisites: None Corequisites: None Future Offering: Spring 2024
BUS 1102	Principles of Customer Service	3
Course Outline Credits: 3 Defines customer service and demonstrates the importance of delivering effective customer service. Topics covered include the financial impact of customer service delivery, skills for developing customer service over the phone, in person, in writing, and electronically. Experiential exercises promote skills for assessing customer service and handling escalated situations. Prerequisites: None Corequisites: None Future Offering: None
BUS 1119 BUS 2021	Human Relations in Business OR Principles of Management	3
Human Relations in Business Course Outline Credits: 3 Examines human behavior and interaction in the organization. Emphasis is placed on developing more productive working relationships, and achieving desired results. Topics include: employer/employee relations, communication techniques, conflict management, work force diversity, and developing and managing effective teams, motivation, training, and development, talent management, developing leaders, and performance management. Prerequisites: None Corequisites: None Future Offering: None Principles of Management Course Outline Credits: 3 Studies management's role in helping organizations establish and achieve their mission and goals. Assists individuals in developing the skills needed to become successful practicing managers in today's society. Major areas of focus include the historical functions of management (planning, organizing, leading and controlling) as well as emerging ideas and practices that are transforming management and leadership in modern organizations. Prerequisites: None Corequisites: None Future Offering: Spring 2024
BUS 1125	Management of Customer Service	3
Course Outline Credits: 3 Provides students with the tools needed to manage customer service in any environment. Topics covered include call center management, sales force management, techniques for handling escalated situations, and selecting, hiring and supervising customer service representatives. Prerequisites: BUS 1103 or permission of instructor Prerequisites: None Corequisites: None Future Offering: None
Total Credits in Customer Service Certificate Curriculum		12