Most of us engage in customer service activities of some type during the normal daily routines of our personal and professional lives. However, 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.

Program Learner Outcomes

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.