Program Description
Customer service is important for all businesses and can differentiate a business in a competitive market. Providing exceptional customer service ensures satisfied customers’ loyalty and return for more services of any kind. A capable customer service assistant builds a positive brand reputation with in-person interactions as well as word-of-mouth recommendations and positive online reviews. Customer service positions can be found in many industries, including business, law, healthcare, retail, hospitality, and more.
This program features courses that will provide students with effective strategies to make a positive contribution to the success of every customer service experience and interaction. The program consists of three courses that include topics such as written communication, oral communication, and body language, all important types of communication that reflect not only the employees but the entire organization. The program will also prepare students for a career in a customer service role by creating a well-designed resume and cover letter and learning strategies and techniques that can be used for effective interviews. Additionally, students will earn a certification from The Customer Service Institute of America upon successful completion of the course.
Students enrolling in this program should have strong computer literacy skills, proficiency in MS Office suite, effective time management, strong interpersonal skills, and the ability to work independently and as part of a team. Access to a computer and the Internet is also necessary.
Customer Service Assistants find employment opportunities in various industry sectors, including privately held companies and non-profit organizations. For additional career information, please refer to Career Coach: https://ccbc.emsicc.com/.
Program Objectives
Upon successful completion of this Continuing Education Workforce Certificate, students will be able to:
- identify the steps to compose a professional document or email correspondence;
- explain ethics and best practices for maintaining confidentiality;
- identify obstacles to effective communication;
- demonstrate proper telephone and active listening skills;
- examine why customer-focused service is an essential business strategy;
- identify drivers of customer satisfaction;
- identify ways to effectively provide service recovery; and
- research local job postings and participate in a mock interview.
CCBC Pathway
Business Pathway - Pathways are designed to help you meet your academic and career goals by aligning related courses and programs. Pathway students participate in a variety of activities that help explore career opportunities in their field of study. You can meet with a CCBC advisor who help align — or realign — your educational plan with the Pathway that best supports you and your goals.
Program Credentials
CCBC Credential:
Students will be awarded a Continuing Education Workforce Certificate, and will have access to a Continuing Education academic record (transcript).
External Credential:
Certified Customer Experience Professional.
Certifying Organization:
Customer Service Institute of America (CSIA), CSIA Customer Service Training, https://www.serviceinstitute.com/
Financial Aid and Payment Options
We offer financial aid by packaging public and private funding options to those who qualify, in select Continuing Education courses and programs. Additional opportunities for financial support include partial payment options through Nelnet Business Solutions and tuition waivers for those who qualify. Resources outside of CCBC may also be available through employer/sponsor paid tuition, the Department of Rehabilitation Services (DORS), and your local office of workforce development.
Some CE Workforce Development Certificate Programs are eligible for early high school funding through Maryland Blueprint for qualifying BCPS high school students. Please check with your School Counseling Office to determine your eligibility for the BCPS Tuition Benefit Program.
Program Requirements
HS Diploma or GED; strong computer skills.
Access to a computer and wifi connection.
Application Process
To apply, go to www.ccbcmd.edu/apply and complete the CCBC Continuing Education Workforce Certificate program application. An email will then be sent with program information and any additional requirements necessary to apply for the program.
Open Entry – No screening or documentation required.
Prior Learning Assessment
This program has no options for obtaining course waiver(s) for prior learning.
Program Course Sequence
|
Course
Number
|
Course Title
|
Course
Hours
|
Textbook Information
(approximate cost; subject to change)
|
Costs
T=Tuition/F=Fees
|
|
SBA 100
|
Customer Service Communication Skills
|
12
|
Materials included
|
$159
T-$48/F-$111
|
| SBA 102 |
Preparing for a Career in Customer Service |
12 |
Materials included |
$159
T-$48/F-$111
|
|
SBA 101
|
Core Skills of the Customer Service Professional
|
15
|
Materials included
|
$479
T-$144/F-$335
|
|
Course Series Totals:
|
|
39
|
|
$797
T-$240/F-$557
|
Career Coach
Research your career interests, explore live job postings, take a career assessment, discover which companies in the Baltimore region are hiring, and more. View a brief tutorial video on how to use Career Coach at https://youtu.be/C7KpznbPYfA. Explore career and training opportunities at https://ccbcmd.emsicc.com/.
Program Contact Information
Program Coordinator: Julie Woo | jwoo@ccbcmd.edu | 443-840-4302 | Owings Mills 305 D
Program Assistant: Kristal Parker | kparker3@ccbcmd.edu | 443-840-4483 | Owings Mills 302