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C341
Customer Service Management (CUSM)
LTC 
Program Overview:
The Customer Service Management certificate provides individuals with the knowledge and skills to build better professional relationships through customer service. Topics include customer service theories and models, verbal and non-verbal communication, maintaining positive attitudes, cultural awareness, solving problems, and resolving complaints. This certificate improves customer service skills for students currently in the workforce and those pursuing careers that require customer service skills.

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Requirements
Prefix/Num
Title
Info
CR
FA2019
SP2020
CSM 1201
Foundation of Customer Service
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This foundational course will introduce students to the role customer service plays in contributing to sustained organizational success. Students will explore key concepts, strategies and techniques that will assist them in identifying customer wants and exceeding customer expectations. The role of organizational culture, employee motivation and development, and reward systems will be fully explored.

CSM 1202
Org. for Exceptional Cust. Svc.
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1
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The best service organizations understand the importance of creating a positive culture where employees feel valued and appreciated. This course will explore how service organizations use employee development to facilitate exceptional customer service experiences. Students will investigate the importance and challenges related to managing, motivating, and rewarding paid staff and employees in service organizations.

CSM 1203
Comm. for Exceptional Cust. Svc.
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1
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Employees in service organizations must understand and possess the skills needed to deliver exceptional customer service. This course will introduce essential communication skills and how employees can use them to generate value and loyalty or deescalate conflict.

CSM 1204
Evaluating Cust. Svc. & Growth
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1
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A customers’ level of satisfaction is directly tied to the long-term success of any service organization. In order to assess customer satisfaction, organizations must know the needs, wants, and expectations of customers, establish service goals, and build a strategic approach to appraising attainment of those goals. This course will introduce students to basic customer service concepts including customer relationship management, and how to collect, interpret and use data in making informed business decisions.

ELEC
Elective (Choose from Below) marked
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Term Total
6
Choices for Electives
Prefix/Num
Title
Info
CR
FA2019
SP2020
PSR 1201
Foundations of Public Service
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This course introduces students to public service and not-for-profit professions, including elected, appointed, and volunteer positions. It further familiarizes students with the history and evolution of public service, characteristics that separate government from politics, culture and organization of public institutions, intergovernmental relations, and ethics and social equity in public service.

EVE 1201
Foundations of Events
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An introduction to the critical management issues which impact the development, implementation, and sustainability of special events. Specifically, students will examine components of the EMBOK (Event Management Body of Knowledge) Model which contribute to positive economic impact, efficient use of human resources, and effective crowd management techniques at designated special event activities.

PHL 1201
Foundations of Philanthropy
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1
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An introduction to philanthropic efforts and management in the United States. Topics include historical perspectives, legal recognition as an organization, donor behavior, principles of fundraising, and fundraising as a profession.

Term Total
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Program Total
6


We recommend that you contact an advisor before enrolling in any degree, certificate, or transfer program to ensure all requirements are met including total hours associated with transfer courses.

marked This is a General Education or Elective course to be selected and therefore has no schedule link.

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