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Customer Service Certificate

Certificate Number 901049

The Customer Service Certificate is designed for the person who is required to deliver professional service in a customer oriented environment.

Certificate Completers will be able to

. Identify, analyze, and resolve customer service problems.
. Develop and implement communication to customers.
. Apply marketing concepts and service standards.

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

. 101043, Marketing

Curriculum

Catalog No. Description Credits

10-104-191 Customer Service
3
10-104-107 Marketing Communications-Integ
3
10-104-110 Marketing Principles
3
10-103-141 Micro: Access-Intro
1
10-103-131 Micro: Excel-Intro
1
10-103-121 Micro: Word-Intro
1
10-104-101 Selling Principles
3
10-104-176 Social Media Consumer Behavior
3

Certificate Total
18

Course Descriptions

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.

10-104-107 Marketing Comm-Integrated...creating, coordinating and integrating advertising, public relations and marketing activities for a specific customer or audience. A campaign will be developed and presented.

10-104-110 Marketing Principles...marketing management, market segmentation, market research, consumer behavior, product decisions and management of distribution, pricing, promotional decisions for strategy planning.

10-103-141 Micro: Access-Intro...creating/modifying database tables, compacting a database, managing records, defining table relationships, creating queries, calculations, and aggregate functions, sorting, and using form/report wizards. Windows experience improves success; consider 10-103-111, Windows/Computer Basics.

10-103-131 Micro: Excel-Intro...creating a worksheet, enhancing worksheet appearance, moving and copying data, using formulas and functions, creating charts and using clip art. Windows experience improves success; consider 10-103-111, Windows/Computer Basics.

10-103-121 Micro: Word-Intro...word processing basics including creating, revising, formatting, printing; sections, tabs, multiple-page numbering; manipulating text; creating headers/footers; creating/formatting tables, graphics; and merging documents. Windows experience improves success; consider 10-103-111, Windows/Computer Basics.

10-104-101 Selling Principles...selling as a career; success factors in selling; personality development; product knowledge; and the sales process involving preparation, approach, presentation-demonstration, handling objections, and closing the sale successfully.

10-104-176 Social Media Consumer Behavior...identify technology trends that impact media usage and its effectiveness.

For more information, please contact: The Business & Information Technology Department,(920) 498-5435 or (800) 422-NWTC, extension 5435,or contact Enrollment Services at 888-385-NWTC.