Casino Management: Customer Relationship Management Certificate

Certificate Completers will be able to

. Identify, analyze and resolve customer service problems.
. Develop and implement communications to customers.
. Apply marketing concepts and service standards to the gaming industry.

Completers will be able to apply credits toward the following programs:

. 101097, Casino Management

Requirements for Certificate Entry:

. High school diploma or equivalent.
. Good writing and communication skills.
. Strong organizational skills.

Curriculum

Catalog No. Description Credits

Course Descriptions

10-102-158 Business-Introduction ...organization/management process of human resources, production, operations, marketing, distribution, and finances; risk management; ethics/legalistic management; international business; accounting, computers, and data processing.

10-109-186 Casino Marketing ...an in-depth study of gaming marketing techniques used in gaming both locally and nationwide. Emphasis on casino marketing department, staffing, organization, duties and procedures.

10-104-191 Customer Service ...develop professional telephone etiquette, explore customer service work environments, identify and analyze customer service failures, resolve problems cost effectively, set complaint policies, and develop communication techniques to handle complaining customers.

For more information, please contact: The Community & Regional Learning Services Department,(920) 498-6373 or (800) 422-NWTC, extension 6373, or contact Enrollment Services at (888) 385-NWTC.