Certificate Pathways: Customer Service Professional

This Pathway is designed for students looking to develop their customer service skills for work in a wide variety of settings. Students can choose to attend for 3 months and earn 16 credits and the Customer Service Professional Award or for 6 months and earn 24 credits and the Customer Service Management Award..

Term One - Customer Service Professional Certificate (16 credits):

Students will learn to respond to diverse customer needs in an increasingly global environment by applying problem solving skills with a variety of customer service strategies to identify, assess, predict, and achieve customer expectations. With the successful completion of the first term students will competitive for positions as a customer service professional.

Term Two - Customer Service Management Certificate (28 credits - includes 16 credits of Customer Service Professional Certificate courses):

After completing Term One courses, students may take additional courses, learning to build enterprise value by developing, leading and motivating diverse customer service teams to perform effectively in a rapidly changing marketplace. With the successful completion of this additional term, students will be more competitive for positions in customer service management.

The next start date is Fall Term - September 22, 2014.

Career Pathways students will also attend a weekly, 3-hour Career Planning course in addition to the Management & Supervisory Department courses. In the Career Planning course students learn to hone their job search and internship development skills and receive job placement services until they find employment.

For more information on the next Customer Service Professional and/or Customer Service Management Pathways and/or attending as a Career Pathways student, please contact Laurie Chadwick at 971-722-6233

Features

  • Students participate in intensive job search training in a weekly 3-hour Career Planning course.
  • Through the Career Planning course a cohort learning community is developed and supports students as they pursue employment in their chosen field.
  • Students earn college credit that may be applicable to a one-year certificate in Management and Supervisory Development or the Associate of Applied Science degree in Management and Supervisory Development

 

Estimated Cost Of Training:
Term 1: $1891.40 Customer Service Professional
Term 2: $1348.80 Customer Service Management

Cost Sheet

Note: The figures above are based on the 2012/13 PCC fee structure. They are approximations and subject to change without notice.

Prerequisites

  • Students must possess a High School Diploma or GED.
  • Complete a COMPASS placement exam at a PCC Testing Center and place into Reading 115, Writing 115 and Math 20.
  • For information on free workshop to prepare to take the COMPASS test call 971-722-6218.

Course of Study

TERM ONE Customer Service Professional Certificate Credits
Course Number Course Name  
MSD105 Interpersonal Communication 3
MSD107 Organizations and People 3
MSD117 Customer Relations 3
MSD 113 Influence Without Authority 1
MSD 151 Dealing With Difficult People 1
MSD 174 Time Management 1
BA 131 Introduction to Business Technology 4
OR    
CIS 120 CIS 120 Computer Concepts I  
WFTT23 Career Planning: This course is designed to build a learning community among students pursuing career pathways courses. Students will develop their skills as a student, intern and job seeker. A job search portfolio will be used as an organizational framework for the course. non-credit
Total Credits (Term 1) 16
TERM TWO Customer Service Management Certificate (in addition to courses listed above) Credits
Course Number Course Name Credits
MSD101 Principles of Management/Supervision 3
MSD115 Improving Work Relations 3
MSD121 Leadership Skill Development 3
MSD 177 Team Building 1
MSD157 Conflict Management 1
MSD 116 Creative Thinking for Innovative Change 1
Total Credits (Term 2) 12
Total Credits (Both Terms) 28

What should I do next to get into the training?

  1. Apply for Admission to the College.
  2. Take the college placement exam workshop (optional).
  3. Take the COMPASS placement exam. You can call one of the PCC testing centers for an exam schedules.
  4. Complete the PCC online student orientation.
  5. Contact Laurie Chadwick at 971-722-6233.