MCCCD Program Description

Major: 5728 Catalog Year: 2024-2025 Effective Term: 2020 Fall Last Admit Term: 9999 Award: CCL Total Credits: 17 CIP Code: 52.0411	Primary College: Initiating College: Rio Salado College Program Availability: Not Found Program Availability: College-Specific Program Availability: College-Specific: RS Field of Interest: Business, Entrepreneurialism and Management Instructional Council: Business/Management GPA: 2.00
SOC Code: Upon completion of this certificate, students may pursue a career as: 43-4051.00 Customer Service Representatives

Description: The Certificate of Completion (CCL) in Quality Customer Service program is designed to provide students with training to meet the requirements for employment in the field of customer service. Courses will be offered in customer service, teamwork, communication skills, and professional development.

Learning Outcomes
1. Assess various situations including procedures, policies, customer needs, and concerns to take the appropriate actions. (COM110, CSM/TQM101, GBS120, GBS175, MGT101, TQM230, COM263, MGT175, MGT251) 2. Collaborate with diverse individuals and groups in a culturally responsive manner to achieve common goals. (COM110, CSM/TQM101, GBS120, GBS175, MGT101, TQM230, COM263, MGT251, SOC212) 3. Utilize effective communication skills with diverse populations to build trust and rapport in varied settings. (COM110, CSM/TQM101, GBS120, GBS175, MGT101, TQM230, COM263, MGT251) 4. Demonstrate effective self-management skills relative to time management, interpersonal relationships, and professional ethics. (COM110, CSM/TQM101, GBS175, MGT101, TQM230)

Program Notes
Students must earn a grade of C or better in all courses within the program.

Required Courses

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

CSM/TQM101 Quality Customer Service 3
GBS120 Workplace Communication Skills 3
GBS175 Professional Development 3
TQM230 Teamwork Dynamics 2

Credits: 14

Restricted Electives
COM263 Elements of Intercultural Communication 3 MGT175 Business Organization and Management 3 MGT251 Human Relations in Business 3 SOC212 Gender and Society 3	Credits: 3

General Electives
	Credits:

+ indicates course has prerequisites and/or corequisites.
++ indicates that any suffixed course may be selected.

MCCCD Governing Board Approval Date: December 10, 2019

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.