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Customer Service Representative, Vocational Certificate

Program Information

Vocational Certificate - Code 1203 - Catalog 2017/2018

Matthew Davids, Chair, 386-506-3410, Matthew.Davids@daytonastate.edu

Program Mission, Description, and Outcomes

Mission:

The mission of the Customer Service Representative Program is for students to learn appropriate customer service skills to meet the needs of the business community. The program's philosophy is to promote a positive service culture whereby the customer service representative acts in a professional, ethical, and courteous manner, and uses the appropriate tools and communication skills to satisfy the customer.

Description:

The program prepares students for entry-level employment in customer service occupations. The content includes interpersonal skills, customer service and selling concepts, math, keyboarding, communication skills and employability skills.

Outcomes:

Graduates of the program will be able to:

  1. Demonstrate communication skills necessary for success in customer service.
  2. Identify strategies for promoting a positive service culture.
  3. Perform information gathering activities using appropriate business software.
  4. Use technology to enhance service delivery capabilities.
  5. Describe effective strategies for working with difficult customers.
  6. Choose appropriate customer service skills for the specific line of business.

Note: The length of this program makes it ineligible for federal and state financial aid.

Approximate Additional Costs

Program Tuition and Fees: $822*

Access Fee: $13 ($1.26 per credit)

Assessment Fee: $33

*In-state tuition only; out-of-state tuition will be higher.

Note: The length of this program makes it ineligible for federal and state financial aid.

Additional Admission Requirements

Students who do not have a standard high school diploma/GED may be eligible for admission, on an alternative basis, to this program if they meet the following criteria:

  1. Take the Test of Adult Basic Education (TABE) which measures reading, English and math skills, and achieve specified minimum scores.
  2. Meet with a counselor/advisor for placement test evaluation to receive advice on course selection and registration.

Careers

Counter and Rental Clerks

Retail Sales Persons

Telephone Operators

Bill and Account Collectors

Customer Service and Patient Care Representatives

Eligibility Interviewers, Government Programs

Restaurant and Hotel Workers

Reservation and Transportation Ticket Agents and Travel Clerks

Insurance Policy Processing Clerks

Note: Need help preparing for your job search? Login to Daytona State's Career Services Online (CSO) to create your personal career account, or email your Daytona State College Career Advisor.

Program Specific Courses

MNA0084Customer Service Representative

150

MNA0086Customer Care Specialist

150

Sample Program of Study

MNA0084Customer Service Representative

150

MNA0086Customer Care Specialist

150

TOTAL VOC. HRS. 10.00
TOTAL CONTACT HRS. 300.00

Note: Sequence of courses may vary. Check catalog course descriptions for requisite requirements.

Notes

One Semester Program: This program will be taught with one course in the A portion of the semester and one course in the B portion of the semester.