Not Applicable.

MISSION STATEMENT

The Associate in Applied Science (AAS) degree in Quality Customer Service is designed to provide students with training to meet the requirements for employment.  Courses will be offered in Customer Service, Teamwork, Communication Skills (both written and oral), and Professional Development.

Not Applicable.

No test(s) required for program admission.

Students may need to take in-person midterm and final exams depending on the courses in which they are enrolled. Proctoring is available for students living outside of Maricopa County, AZ.

The total amount of credits required for this degree is 64. Students must earn a grade of "C" or better in all courses within the program. Minimum GPA: 2.00

PROGRAM COMPETENCIES

• Demonstrate effective listening and interpersonal communication skills.
• Demonstrate effective skills in creating a supportive working climate.
• Identify the principal nonverbal signals used in employee communication.
• Demonstrate effective self-management skills relative to time management, interpersonal relationships, and professional ethics.
• Describe ways to create satisfaction in the credit/financial industry including responsiveness, reliability, empathy, and tangible service.
• Identify criteria used to determine quality in a service industry and explain differences between services with and without quality.
• Demonstrate effective written communication skills.
• Communicate information and ideas in clear, concise and correct business writing style.
• Identify and describe the types of conflict and define factors that lead to escalation and de-escalation of a dispute.
• Describe techniques for successfully effecting change in the work environment.

For the complete alignment of program competencies visit Center for Curriculum and Transfer Articulation (CCTA).

Assessments in the individual courses are tied to lesson objectives as well as course competencies. They include both subjective and objective assessments that challenge students to demonstrate their skill level. Summative assessments (midterm and final exams) are designed to have students apply their knowledge and understanding of key concepts and think critically about how those concepts can be applied to real-life situations.

For the AAS in Quality Customer Service, final assessments/projects for COM110, GBS175, TQM101, GBS233, and TQM230 were pulled from RioLearn/Perception, Rio's online grading tool. Of all students in the program who earned an AAS degree during Fiscal Year 2010, the overall final exam/project pass rate for the five classes was 100.0%. 

Not Applicable.