Customer Service Specialist
Customer Service Specialist Technical Diploma
Program Code: 30-102-4
For more information: wctc.edu/customer-service
Now more than ever, good customer service is key to a company’s success. Learn to manage orders efficiently, communicate with customers effectively and address concerns in a professional manner. Hone organization, self-motivation and teamwork skills that can be applied to customer service positions in a wide variety of industries.
The minimum required course grades and program grade point average (GPA) for students under this catalog are:
Core Courses = C
General Studies Courses = C
Program GPA = 2.0
Learning Outcomes
- Apply de-escalation techniques to respond to customer questions and concerns and provide solutions to ensure customer satisfaction
- Uses CRM system to enter customer information, document conversations, and enter customer service tickets
- Utilize technology to effectively communicate with customers
- Develop relationships with customers to promote products and services
- Analyze strategies to collect customer feedback to increase customer loyalty
Critical Life Skills
To help our students prepare for success in a workplace and society that is increasingly global, multi-cultural, and collaborative, all students are given opportunities to develop and demonstrate Critical Life Skills, both in and out of the classroom. The following Critical Life Skills are learning outcomes for WCTC students.
- Communication: Demonstrate appropriate communication.
- Critical Thinking/Problem Solving: Demonstrate critical thinking skills to analyze situations and solve problems.
- Relationships: Demonstrate effective interpersonal skills.
- Self-management: Demonstrate responsible and respectful behavior.
Listed below are the required courses for the program. To view the recommended sequence for taking courses click on the plan of study tab(s) above. Work with your Academic Advisor to design a program plan!
View your Program Matrix to find out when each course will be offered (term and time of day).
| Code | Title | Credits |
|---|---|---|
| Core Courses | ||
| 102-101 | Business Professionalism | 1 |
| 102-126 | Client Relation Skills & Tech | 3 |
| 104-102 | Marketing Principles | 3 |
| 106-162 | Introduction to Microsoft Word | 1 |
Approved Substitute: 106-110 | ||
| 106-163 | Intro to Microsoft Excel | 1 |
Approved Substitute: 106-110 | ||
| 106-166 | Business Presentation Software | 1 |
Approved Substitute: 106-110 | ||
| 196-125 | Management of Customer Service | 3 |
| General Studies | ||
| 801-136 | English Composition 1 | 3 |
Approved Substitute: 801-223 | ||
| Total Credits | 16 | |
| First Year | ||
|---|---|---|
| Fall Term 1 | Credits | |
| 106-162 | Introduction to Microsoft Word This course will run 4 weeks. | 1 |
| 196-125 | Management of Customer Service | 3 |
| Credits | 4 | |
| Fall Term 2 | ||
| 102-101 | Business Professionalism | 1 |
| 102-126 | Client Relation Skills & Tech | 3 |
| Credits | 4 | |
| Winter Interim | ||
| 106-163 | Intro to Microsoft Excel This course will run 4 weeks. | 1 |
| 106-166 | Business Presentation Software This course will run 4 weeks. | 1 |
| Credits | 2 | |
| Spring Term 1 | ||
| 104-102 | Marketing Principles | 3 |
| 801-136 | English Composition 1 | 3 |
| Credits | 6 | |
| Total Credits | 16 | |