Business

Customer Service

Certificate

The 12-credit Customer Service certificate prepares you for a career as a customer service representative. You will become proficient in key areas of customer service, including customer communications, conflict resolution, strategic customer retention, and customer service management.

2022-2023 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:

  • Summer 2021
  • Fall 2021
  • Spring 2022
  • Summer 2022
  • Fall 2022
  • Spring 2023

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:

  • Summer 2021
  • Fall 2021
  • Spring 2022
  • Summer 2022
  • Fall 2022
  • Spring 2023

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:

  • Summer 2021
  • Fall 2021
  • Spring 2022
  • Summer 2022
  • Fall 2022
  • Spring 2023

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:

  • Summer 2021
  • Fall 2021
  • Spring 2022
  • Summer 2022
  • Fall 2022
  • Spring 2023

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:

  • Summer 2021
  • Fall 2021
  • Spring 2022
  • Summer 2022
  • Fall 2022
  • Spring 2023

Total Credits in Customer Service Certificate Curriculum 12