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The Customer Service Management certificate is designed for people interested in developing or improving skills required in dealing with internal or external customer expectations. Topics include fostering positive attitudes, recognizing and dealing with customer turnoffs, dealing with dissatisfied customers, exceeding customer expectations, using behaviors that win customer loyalty, getting others to give great service, applying winning telephone, email, and web site techniques, using written messages, and understanding the one-to-one customer future.
Customer
Service
Topics include fostering positive
attitudes, recognizing and dealing with customer turnoffs, dealing with dissatisfied
customers, exceeding customer expectations, using behaviors that win customer
loyalty, getting others to give great service, applying winning telephone, email,
and web site techniques, using written messages, and understanding the one-to-one
customer future.
Customer
Relationship Management
Topics include operational customer relationship management accessibility and analytical customer relationship management.
Cultural
Diversity in Today's Workforce
This course provides an overview
of workplace diversity to include gender, cultural background, age, and other
factors. Topics include behavioral expectations and standards in today's workplace.
Business
Writing
Students learn to develop a mastery of language skills and written communications. Students are encouraged to develop their critical thinking, decision-, making, and problem-solving skills.
Developing Leadership in the Workplace
Overview of concepts and skills of leadership in the work setting; introduces the nature of leadership; situational theory, styles, and the evaluation of leadership performance.
Human
Relations Skills
This course will provide knowledge and skills for developing effective working relationships within the home, school, community, and workplace. This course identifies current events, attitudes and behaviors pertinent to building, keeping, and renewing harmonious relationships. Topics to include problem solving, communications skills, the dynamics of change,
Career Development
This course will provide the student with knowledge and skills to obtain and maintain a job. Topics to include are career and personality assessments, interviewing techniques, resume writing, salary negotiations, working with community agencies, and developing a career portfolio.
Introduction
Personal Computer
Beginning students will learn
computer vocabulary, what computers can accomplish in the office and at home,
and will get hands-on practice in operating the IBM PC. Topics will include
demonstration and practice with each of the main types of software packages.
Word Processing Level 1
Prerequisite: Introduction Personal
Computer or equivalent skills. Word processing program that allows students
to efficiently create and revise professional documents such as letters, reports,
memoranda, and resumes. Topics include saving and retrieving documents, formatting
basic business documents, changing fonts, printing, and block functions. The
use of spell checker and thesaurus and mouse techniques will also be covered.
Spreadsheets Level 1
Prerequisite: Introduction Personal
Computer or equivalent skills. Topics include terminology, basic commands to
create and save a file, how to write formulas, and how to perform mathematical
calculations. Also is covered is worksheet editing, formatting, and printing.
Presentation Tools Level 1
Prerequisite: Introduction Personal Computer or equivalent skills. Topics include: creating and working with a presentation; outlining, adding and modifying text; drawing and modifying objects; changing masters and using color schemes; creating, editing and formatting graphs; creating organizational charts; linking information with other applications; and producing a presentation.
Databases Level 1
Prerequisite: Introduction Personal Computer or equivalent skills. Topics include how to create a database, input/ change/delete data, and sort and retrieve selected data. Topics will also include modifying database tables, validating data, and gathering data from external sources.
For more information, contact Schneil Dunn at 972-860-7077 or email SchneilDunn@dcccd.edu.
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