Not Applicable.

MISSION STATEMENT

The Certificate of Completion (CCL) in Quality Customer Service is designed to provide students with training to meet the requirements for employment in non-sales areas. The 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.

There are no face-to-face requirements.

The total amount of credits required for this certificate is 16-17. Students must earn a grade of "C" or better in all courses within the program. Minimum GPA: 2.00

PROGRAM COMPETENCIES

• Demonstrate the application of fundamental accounting principles and procedures utilizing standard applications and current information technologies.
• Explain fundamental computer concepts and programming techniques and perform basic operations on the computer.
• Identify the principal verbal and nonverbal signals used in employee communication.
• Demonstrate contemporary written communication skills by producing memos, letters, informal and formal reports.
• Demonstrate skills in leading, negotiating, and working in harmony with others in a business setting.
• Solve business problems involving bank reconciliation, percent, fractions, decimals, payroll, interest, present value, and depreciation.
• Describe various leadership styles and management techniques and explain their use in contemporary business settings.
• Identify current trends and career opportunities within the industry.
• Describe basic departmental, merchandising, and advertising operations.
• Apply marketing principles to the development of a marketing strategy.

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 CCL 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 a CCL degree during Fiscal Years 2008, 2009, and 2010, the overall final exam/project pass rate for the five classes was 92.86%. 

Not Applicable.