Customer Service Specialist Curriculum

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Customer Service Curriculum Checklist

2022-23

Customer Service Specialist Curriculum Checklist

2023-24

This program will be modified for the 2023-2024 academic year. For the revised curriculum, please refer to the 2023-2024 curriculum checklist in the drop-down menu above. The required program course list, including course descriptions, will be updated below on June 1, 2023 or will be available to view in the 2023-2024 catalog April 2023.


Required Program Courses

10104102
|
UGRD
| 3 CR
This course focuses on the marketing process as it relates to the operation of a business enterprise. The intent is to provide students with an understanding of how the marketing function fits within the overall structure of the organization. Special attention is given to the role and significance of evaluating customer needs, pricing, distribution, and promotion of products and services.
10104104
|
UGRD
| 3 CR
This introductory course is designed to acquaint the student with the principles of selling and applications to the marketing of goods and services. Special emphasis is given to developing the selling process. Included are customer relations, sales psychology, steps to successful presentation, closing techniques, and sales motivation.
10104191
|
UGRD
| 3 CR
This course equips learners to selectively hire, train, manage, and measure customer service providers as well as strategies to recover from difficult service situations. Topics include telephone/online etiquette, active listening and problem solving. Best practices in handling complaints, controlling stress and managing customer expectations will be explored. An examination of internal systems and policies that impact service to include customer relationship management software will be explored. This course is designed to help managers and supervisors of customer service representatives to increase customer satisfaction, loyalty and profitability.
10196138
|
UGRD
| 1 CR
In Conflict Resolution and Confrontation Skills the learner applies the skills and tools necessary to deal with conflict and confrontation in the workplace. The learner will identify the major causes of conflict, develop a working plan of action to confront difficult situations, and establish guidelines for gaining resolution to difficult situations. The learner will build greater personal skill and confidence in their ability to deal with conflict in their personal and professional life.
10801196
|
UGRD
| 3 CR
Focuses on developing effective listening techniques and verbal and nonverbal communication skills through oral presentation, group activity, and other projects. The study of self, conflict, and cultural contexts will be explored, as well as their impact on communication. This course focuses on writing-intensive practices and meets expectations of High Impact Practice courses. NOTE: This course is recognized for general education transfer as part of the University of Wisconsin (UW) System/Wisconsin Technical College System (WTCS) Universal Credit Transfer Agreement (UCTA).
10890116
|
UGRD
| 1 CR
Develop documents and skills to seek, obtain, and retain employment. Strengthen your professional image by developing self-awareness of elements affecting interpersonal and work relationships. Guidelines for determining appropriate grooming, dress, and poise will be covered. Personal life management along with career/life goal setting will be reinforced. This class should be taken in the last semester of the program.

Total: 14 Credits

Contact

Choose a campus to view contact information, or for general assistance, please contact us.

Rice Lake Admissions Contact

Nicole Messicci

Admissions Advisor

715.788.7144

Contact

Ashland Admissions Contact

Jennifer Bednarik

Admissions Advisor

715.685.3039

Contact

New Richmond Admissions Contact

Jodi Saliny

Admissions Advisor

715.752.8119

Contact

Superior Admissions Contact

Admissions Advisor

715.319.7337

Contact

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