MCCCD Program Description

Major: 5728 Catalog Year: 2023-2024 Effective Term: 2019 Spring Last Admit Term: 2020 Summer Award: CCL Total Credits: 16-17 CIP Code: 52.0411	Primary College: Rio Salado College Initiating College: Rio Salado College Program Availability: Not Found Program Availability: College-Specific Program Availability: College-Specific Field of Interest: Business, Entrepreneurialism and Management Instructional Council: Business/Management (03) GPA: 2.00
SOC Code: 43-4051

Description: The Certificate of Completion (CCL) in Quality Customer Service is designed to provide students with training to meet the requirements for employment in non-sales areas. The courses will be offered in Customer Service, Teamwork, Communication Skills (both written and oral) and Professional Development.

Suggested Course Plan Sequenced by Semester

Required Courses

COM110 Interpersonal Communication (3) OR
MGT101 Techniques of Supervision (3) 3

GBS120 Workplace Communication Skills (3) OR
+ GBS233 Business Communication (3) 3

GBS175 Professional Development 3
CSM/TQM101 Quality Customer Service 3
TQM230 Teamwork Dynamics 2

Credits: 14

Restricted Electives
BPC+++++ Any BPC Business-Personal Computer course 3 COM263 Elements of Intercultural Communication 3 MGT175 Business Organization and Management 3 MGT251 Human Relations in Business 3 SOC212 Gender and Society 3 TQM200 Leadership for Front-Line Employees 2	Credits: 2-3

General Electives
	Credits:

Program Competencies
1. Demonstrate effective listening and interpersonal communication skills. (COM110, MGT101) 2. Demonstrate effective skills in creating a supportive working climate. (COM110, MGT101) 3. Identify the principal nonverbal signals used in employee communication. (COM110, MGT101) 4. Describe ways to create satisfaction in the credit/financial industry including responsiveness, reliability, empathy, and tangible service. (CSM/TQM101) 5. Identify criteria used to determine quality in a service industry and explain differences between services with and without quality. (CSM/TQM101) 6. Demonstrate effective written communication skills. (GBS120, GBS233) 7. Communicate information and ideas in clear, concise and correct business writing style. (GBS120, GBS233) 8. Demonstrate effective self-management skills relative to time management, interpersonal relationships, and professional ethics. (GBS175) 9. Identify and describe the types of conflict and define factors that lead to escalation and de-escalation of a dispute. (TQM230) 10. Describe techniques for successfully effecting change in the work environment. (TQM230)
+ indicates course has prerequisites and/or corequisites. ++ indicates that any suffixed course may be selected. MCCCD Governing Board Approval Date: December 11, 2018

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.