At a Glance:

Contacts:
James Jones, MBA
Email: jjones@atlantatech.edu
Direct: (404) 225-4535
OR
Robert Leach
Robert E Leach, Marketing Management Instructor
Phone: 404-225-4541
Email:
Department: Academic Affairs, Academic Affairs, Business & Public Service Technologies Division
, MBA
Email: rleach@atlantatech.edu
Direct: (404) 225-4541

 

Certified Customer Service Specialist

Program Overview

Don't wait! Improve your performance while giving yourself a competitive advantage as a Certified Customer Service Specialist.! Since the help desk and support center are often the first point of contact to the organization, it's essential to maximize each contact. This program prepares you for a career as a Customer Service Specialist in numerous industries. You will learn how to respond to customer inquiries, guide customers through the purchasing process, make product or service recommendations and resolve complaints or technical concerns. You will learn the essential skills you need to deliver top-tier levels of customer service and the know-how and insight to optimize relationships with each and every contact!

Minimum Program Length: 1 Semester

Estimated Program Cost:  $1,782

 

Entrance Requirements

Admissions Requirements
  • Must be 16 years of age.
  • Completion of high school or GED and submission of official transcript required to apply.
  • Achievement of minimum program admission scores in Reading, English, and Math.
  • Transfer of previous post secondary credits will be determined by the registrar.
Student Performance/Graduation Requirements: Students must maintain a 2.0 grade point average and complete all required courses to graduate

 

Course Overview

Contact Hours
Credit Hours
Occupational Courses (11 hours)
This course introduces the learner to the service industry. Topics include: an introduction to the service industry business environment, an introduction to life-long learning, work ethic and positive behavior required for exceptional customer service, an introduction to customer relations, working together successfully on teams, and basic business principles
4
75
This course provides students with skills necessary to communicate with customers and successfully manage that relationship in both telephone and face-to-face situations. Topics include: skills to effectively communicate with customers, developing rapport with customers, problem-solving in customer service, telephone skills, sales skills in the service environment, managing the difficult customer, and managing the multicultural customer. Computer-Based Training (CBT) is used to allow students to practice skills using simulated business situations.
Provides students with the fundamentals of computer skills used in a customer service environment. Topics include: introduction to computer technology, introduction to the Windows environment, introduction to word processing, introduction to spreadsheets, introduction to databases and introduction to E-mail.
Provides students with the fundamentals of basic business skills used in the customer service environment. Topics include: introduction to business correspondence, basic business calculations, change management, managing multiple tasks and priorities, and tolls for team problem-solving and service improvement.
Provides students with skills that will allow them to present a positive image to both co-workers and customers. Topics include: personal wellness and stress management, positive image, and job interview skills.