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Course Criteria
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3.00 Credits
Credit Hours: 300 Concepts, techniques, and skills needed to provide effective customer service relations Includes customer service basics, listening skills, the customer service process, dealing with difficult customers, and improving communication effectiveness Includes principles of call center customer service, call center management and customer relationship management Also includes communication, customer management, telephone service fundamentals, effective call handling, avoiding confrotational calls, and electronic customer relationship management skills Prerequisite(s): Course Corequisites:
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3.00 Credits
Credit Hours: 300 Principles of call center customer service, call center management and customer relationship management Includes communication, customer management, telephone service fundamentals, effective call handling, avoiding confrontational calls, the help desk environment, help desk tools and technology, team member skills, employee motivation and management, and electronic customer relationship management skills Prerequisite(s): Course Corequisites:
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3.00 Credits
Credit Hours: 100 Introduction to the basics of customer service Includes how to develop and maintain a positive attitude, show attentiveness to customers, use customer-friendly language, deal effectively with customer complaints and problems, build rapport with customers, provide quality service and communicate effectively through e-mail Also includes call center fundamentals and how to identify what challenges come from the situation, the caller, and the environment Prerequisite(s): Course Corequisites:
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3.00 Credits
Credit Hours: 100 Introduction to help desk tools and technologies Includes problem-solving techniques and the essentials skills necessary to function effectively as a team member in the support center Prerequisite(s): Course Corequisites:
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3.00 Credits
Credit Hours: 100 Call center managerial roles and customer relationship management Includes typical responsibilities of the call center manager, the process of monitoring, managing and evaluation employees, electronic customer relationship management, and customer relationship management implementation Prerequisite(s): Course Corequisites:
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5.00 Credits
Credit Hours: 5-300 Introduction to the major concepts of project management Includes the framework of project management, the initiating process, and the planning process Also includes the executing process, the controlling processes and the closing processes Prerequisite(s): Course Corequisites:
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6.00 Credits
Credit Hours: 6-800 Introduction and overview of the Six Sigma statistical tools and techniques for the corporate culture Includes beginning, intermediate and advanced levels Prerequisite(s): Course Corequisites:
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3.00 Credits
Credit Hours: 100 Concepts, techniques, and overview of business contingency or recovery plan Includes how to identify and implement cognitive areas included in the Certified Business Continuity Planner (CBCP) designation Prerequisite(s): Course Corequisites:
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3.00 Credits
Credit Hours: 250 Concepts and techniques to apply Information Technology Infrastructure Library (ITIL) best practices when releasing changes in the IT infrastrucutre, while minimizing the adverse business effects of such actions Reflects the practical context in which the practitioner is supposed to contribute to the day-to-day management of the IT Service Management processes Include the essential elements required to qualifiy as an IT Service Management Practitioner who specializes in Release and Control processes required to manage changes to the IT infrastructure (Change Management, Release Management, and Configuration Management) Prerequisite(s): Course Corequisites:
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50.00 Credits
Credit Hours: 050 Negotiation Coaching prepares insurance industry supervisors to be effective coaches of their personnel in the discipline of settlement negotiation and advocacy This course covers the coaching, planning, mentoring, and instructional skills supervisors need as they work with personnel to accomplish effective claims settlements Prerequisite(s): Course Corequisites:
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