Customer Service

Academic Division of Professional Programs

The Quincy College Customer Service Certificate program will prepare students for a career as a customer service professional. This certificate program helps students become skilled in areas of Customer Service including: customer communication, sales, intercultural communication, and organizational effectiveness.

View the curriculum for this certificate program in the latest college catalog here.

Certificates

Program Outcomes
At the completion of the program the student should be able to:

Analyze the role of customer service as a business strategy
Devise methods to address customer questions, complaints and requests
Summarize the importance of building customer relationships and loyalty
Communicate effectively about management issues
Recognize how management and its decisions impact the employee and customer
Describe the role of management and its impact on business transactions/ outcomes
Identify the role of sales within the business world and the relationship to customer service
Demonstrate awareness of how human culture affects individual perception and interpersonal communication
Illustrate the importance of effective business communications including emails and letters to customers and co-workers

Plymouth

Quincy

Customer Service Courses

- Code
- Course
- Credits
- BUS 202
- Principles of Customer Service
- 3
This course examines the principles of customer service and their significance in a service-driven economy. Topics covered include: The Service Strategy, The Customer: Internal & External; Customers’ Wants & Needs; Communicating Customer Service; Profiles of Successful Companies; Service People-Motivation, Commitment, and Reward. Placement at ENG 101 level strongly advised.
- BUS 230
- Organizational Communication
- 3
This course covers the skills necessary for effective written and oral communication in the work environment. This course reviews basic communication theories and explores the fundamentals of interpersonal, written, and oral communication skills. Students will explore various types of business documents such as RFP’s, Proposals, reports, and social media. The course will also cover the fundamentals of group and team communication and how successful professionals embody the skills learned to develop successful working relationships.
- MGT 201
- Principles of Management
- 3
An introductory course covering the general topics of planning, organizing, directing and controlling. Included are the historic developments of management as a separate discipline within organizations, the changing scope and styles of management, and the application of management principles in the business environment. Prerequisite: BUS 101.
- MGT 202
- Sales Management
- 3
This course looks at sales as a profession. Covers topics such as: sales as part of the marketing mix, buyer behavior, selling as a function from prospecting to closing the sale, ethical issues in selling, the external environment of selling and sales management, and management of the sales force including compensation policies and training. Prerequisites: ENG 101 and BUS 101.
- SOC 116
- Intercultural Communication
- 3
This course will develop awareness of how human culture affects individual perception and interpersonal communication. Through literature and journalism, film and music, communicative activities and research projects, students will expand their capacity to understand themselves and communicate with other members of the human family. Particular attention will be paid to other cultural groups represented by class members.