|
|
Course Criteria
Add courses to your favorites to save, share, and find your best transfer school.
-
3.00 Credits
3 semester hours Prerequisite: None Code C This course is a survey of topics of interest to the consumer. Topics include budgeting, financial institutions, basic income tax, credit, consumer protection, insurance, house purchase, retirement planning, estate planning, investing, and consumer purchases. (Sp)
-
1.00 - 3.00 Credits
1-3 semester hours Prerequisite: None Code C This course provides strategies for personal and professional development. Topics include business etiquette, personal appearance, interviewing techniques, and development of a selfconcept necessary for business success. (F, Sp)
-
3.00 Credits
3 semester hours Prerequisite: Admission to the program and minimum WorkKeys levels Code C This course is a "hands-on" introduction to the computer systemsused in a typical call center. Topics include computer fundamentals which includes e-mail and Internet, basic hardware, and specific software applications common to the call center industry, working within a customer information database, and basic keyboarding. Upon completion, students will be able to type alpha/numeric information at 25 words per minute (wpm), identify and describe the main components and functions of a computer, multi-task (talk, type and search) within a customer database and use selected features of typical software applications. (F, Sp, Su)
-
2.00 Credits
2 semester hours Prerequisite: Admission to the program and minimum WorkKeys levels Code C This course is an introduction to the call center environment. The course acquaints the student with Call Center organizational structures, terminology, how calls are screened and routed to customer service representatives, basic telephone functions, and the call flow process. An overview of customer service and its competitive advantage in the marketplace is also addressed. Upon completion, students will understand performance measures and how they are used in typical call centers and basic business requirements of call center employees. Students will participate in a site visit to a local call center. (F, Sp, Su)
-
5.00 Credits
5 semester hours Prerequisite: Admission to the program and minimum WorkKeys levels Code C This course provides a basic study of the principles of communicating with customers. Topics include communication barriers, building rapport, creating positive impressions, communication with varying customer types, listening skills, telephone etiquette, making and meeting commitments, handling difficult customers and problem solving. Also included is conversational Spanish in a call center, specifically addressing how to handle Spanish-speaking customers. The course contains extensive "hands-on" practice using customer situations designedto build communication skills for the workplace. (F, Sp, Su)
-
1.00 Credits
1 semester hour Prerequisite: Admission to the program and minimum WorkKeys levels Code C This course is designed to teach the fundamentals of needsbased selling. Topics include asking open questions to uncover customer needs, presenting product/service solutions, asking for and closing the sale, and overcoming objections. Students will have extensive practice in each step of the sales model as well as extensive opportunity to practice multi-tasking (talk, type, search) skills using a database typical of one found in a call center. Upon completion, students will be able to use a simple sales model to successfully sell products and services based on uncovered customer needs. (F, Sp, Su)
-
1.00 Credits
1 semester hour Prerequisite: Admission to the program and minimum WorkKeys levels Code C This course equips the student with the skills to effectively present themselves for call center job interviews. Topics include resume writing, presentation skills and interviewing techniques. Upon completion, students will be able to prepare an effective resume, write a cover letter and appropriate thank you letters to prospective employers, answer commonly used interview questions, and successfully complete a job interviewing simulation. (F, Sp, Su)
-
2.00 Credits
2 semester hours Prerequisite: None Code C This course is an introduction to the fundamentals of coaching and development in a call center environment. Topics in clude developing performance standards, establishing coaching partnerships, giving and receiving feedback, identifying performance problems, and creating customized employee development plans for performance improvement. Extensive "hands-on" practice using case studies specific to the call centerindustry will give the student the opportunity to apply the knowledge gained throughout this course. (as needed)
-
3.00 Credits
3 semester hours Prerequisite: None Code C This course covers written, oral and nonverbal communications. Topics include the application of communication principles to the production of clear, correct, and logically organized faxes, e-mail, memos, letters, resumes, reports, and other business communications. (F, Sp)
-
3.00 Credits
This course is designed to provide a basic theory of accounting principles and practices used by service and merchandising enterprises. Emphasis is placed on financial accounting, including the accounting cycle, and financial statement preparation and analysis. (F, Sp, Su)
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|