Laptop NOT Required
Most of us engage in customer service activities of some type during our normal daily routines of our personal and professional lives. However, simply being exposed to customers does not mean one understands how to do it well or how to evaluate whether one is delivering or receiving an acceptable level of customer service. This certificate is intended to provide students with a 16 credit background in the fundamental principles of quality customer service. Twelve credits will be earned relating to human relations skills, customer service skills, and communication skills (including written, oral, and listening skills). Students will also select four credits directly related to their program field of study. After successfully completing this certificate, students will be able to meet the needs of customers, patients, and clients of all kinds.
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Feel like you need a little more direction? Our GPS LifePlan website helps students set goals and design plans that will lead them to the success they desire. Consult our GPS LifePlan website for information for your career, work, and educational planning!
Are you ready to begin the Customer Service Certificate at Northland? Take your first step toward becoming a student at Northland.
Northland Community & Technical College is accredited by the Higher Learning Commission of the North Central Association of Colleges and Schools.
Students achieving assessment scores below the established minimums must register and successfully complete (with a grade of "C" or better) the required developmental courses in order to meet graduation requirements.
The college minimum scores for the Accuplacer Assessment test are as follows:
Reading Comprehension: 78
Arithmetic: 50
Required Courses |
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| Course # | Course Name | Credits |
|---|---|---|
| MKTG 1108 | Customer Relations Mgmt | 3 credits |
| MKTG 2200 | Prin of Marketing | 3 credits |
| SSCI 1101 | Human Relations | 3 credits |
| SPCH 1103 | Interpersonal Communicati | 3 credits |
| Program Specific Electives ( *See Elective Course Options Listed Below ) | 4 credits | |
| TOTAL CREDITS: | 16 credits | |
Program Specific Elective Course Options |
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 Electives for this program may be selected from the following list of courses below. Need help? Schedule an appointment with a Northland Academic Advisor for assistance in selecting courses. |
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| Course # | Course Name | Credits |
| CPTR 1104 | Intro to Computer Tech | 3 credits |
| CRLT 2103 | Job Seeking/Keeping | 1 credits |
| HPER 1410 | First Aid/CPR | 1 credits |
| MKTG 2120 | Supervisory Leadership | 3 credits |
| MKTG 2201 | Prin of Sales | 3 credits |
1. Student will demonstrate an understanding of the workplace environment, attitudes, and behaviors that contribute to career success.
2. Student will demonstrate fundamental principles of markets and retailing -- providing the right product/service at the right place and time.
3. Student will identify, anticipate, and meet a variety of customers' needs.
4. Student will define and measure the magnitude of consumer needs and wants.
5. Student will analyze, summarize, and apply multiple procedures and guidelines to resolve customer problems using quality customer service concepts.
6. Student will demonstrate effective listening, speaking, and writing skills.
7. Student will utilize strategies to capitalize on customer service in a work organization.
8. Student will plan, coordinate, and present customer service packages/units.
9. Student will demonstrate expected standards of behavior to function ethically and professionally in a diverse workplace.
10. Student will demostrate effective marketing and promotional strategies important to the success of a profit-oriented workplace.
Counselors are available in the Career Center to assist with career advising, job search resources, employer connections, occupational descriptions, employment outlook, earnings, education/training requirements and sources.
The employment outlook for customer service representatives in the state of Minnesota from 2009 to 2019 is 14.8%, an above average growth percentage.
