MCCCD Program Description

Major: 3810 Catalog Year: 2023-2024 Effective Term: 2024 Spring Last Admit Term: 9999 Award: AAS Total Credits: 62-71 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 Associate in Applied Science (AAS) in Quality Customer Service program is designed to provide students with the knowledge, skills, and habits of mind for entry or advancement in the field of customer service. Students will explore specific areas of focus based on career goals. Courses will be offered in customer service, teamwork, communication skills, and professional development. A Certificate of Completion (CCL) in Quality Customer Service is also available.

Learning Outcomes
1. Assess various situations including procedures, policies, customer needs, and concerns to take the appropriate actions. (COM100, COM110, CSM/TQM101, GBS120, GBS175, MGT101, TQM230, COM263, MGT175, MGT251, (CRE), [MA], [SG], [SQ]) 2. Collaborate with diverse individuals and groups in a culturally responsive manner to achieve common goals. (COM100, COM110, CSM/TQM101, GBS120, GBS175, MGT101, TQM230, COM263, MGT251, SOC212, (CRE), [HU], [SB]) 3. Utilize effective communication skills with diverse populations to build trust and rapport in varied settings. (COM100, COM110, CSM/TQM101, GBS120, GBS175, MGT101, TQM230, COM263, MGT251, (CRE), [FYC], [HU], [SB]) 4. Demonstrate effective self-management skills relative to time management, interpersonal relationships, and professional ethics. (COM100, COM110, CSM/TQM101, GBS175, MGT101, TQM230, [SB]) 5. Make connections between customer service and various industries and job settings. (COM110, CSM/TQM101, GBS120, GBS175, MGT101, TQM230, AIR+++++, COV+++++, CSI+++++, CSR+++++, GBS+++++, INS+++++, MGT+++++, PAD+++++, PHT+++++, SBS+++++, TLT+++++, TQM+++++, UCS+++++)

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

Required Courses

FYE101 Introduction to College, Career and Personal Success (1) OR
FYE103 Exploration of College, Career and Personal Success (3) 1-3

Certificate of Completion (CCL) in Quality Customer Service (5728) 17

Credits: 18-20

Restricted Electives
Students will choose one of the following for a total of 22-23 credits. Students must choose 22-23 industry/job specific course credits and have them approved by the Department Chair or choose 22-23 industry/job specific course credits from the list of Restricted Electives. These industry/job specific credits must include a minimum of 9 credits with a common subject. Courses cannot be used to satisfy both Restricted Electives and Required Courses. AIR+++++ Any AIR Airline Operations course COV+++++ Any COV Covey course CSI+++++ Any CSI Credit Services Industry course CSR+++++ Any CSR Customer Service Representative course GBS+++++ Any GBS General Business course INS+++++ Any INS Insurance Studies course MGT+++++ Any MGT Management course PAD+++++ Any PAD Public Administration Course PHT+++++ Any PHT Pharmacy Technology course SBS+++++ Any SBS Small Business Management course TLT+++++ Any TLT Telecommunications Technology course TQM+++++ Any TQM Total Quality Management course UCS+++++ Any UCS Utilities Customer Service course OR CCL/5171N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Automobile Insurance: Customer Service (5171N) (8-15) Students must also choose 8-14 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5747N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Automobile Insurance Claims: Customer Service (5747N) (10) Students must also choose 12-13 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5310N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Utilities: Customer Service (5310N) (16) Students must also choose 6-7 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5663N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Bank Account Management: Customer Service (5663N) (10) Students must also choose 12-13 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5176N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Credit Counseling: Customer Service (5176N) (12) Students must also choose 10-11 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5822N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Retail Pharmacy: Customer Service (5822N) (8) Students must also choose 14-15 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5823N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Water Services: Customer Service (5823N) (10) Students must also choose 12-13 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5926N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Debt Resolution: Customer Service (5926N) (10) Students must also choose 12-13 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5905N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Debt Resolution: Sales (5905N) (10) Students must also choose 12-13 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5131N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Property Insurance: Customer Service (5131N) (15) Students must also choose 7-8 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5210N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Insurance: Customer Service (5210N) (16) Students must also choose 6-7 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5062N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Automobile Insurance: Policy Services (5062N) (16) Students must also choose 6-7 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5202N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Automobile Insurance: Sales (5202N) (11) Students must also choose 11-12 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5208N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Automobile Insurance: Sales Services (5208N) (16) Students must also choose 6-7 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5249N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Advocate Driven Healthcare: Customer Service (5249N) (12) Students must also choose 10-11 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5250N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Business Technology: Customer Service (5250N) (6) Students must also choose 16-17 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5254N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Loan Consolidation: Customer Service (5254N) (6-7) Students must also choose 15-17 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5257N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Prescription Prior Authorization: Customer Service (5257N) (8) Students must also choose 14-15 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5268N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Web Hosting: Customer Service (5268N) (6) Students must also choose 16-17 industry/job specific elective credits from the list of Restricted Electives. OR CCL/5965N is not eligible for Title IV Federal Financial Aid. Certificate of Completion in Financial Services Retirement Accounts: Customer Service (5965N) (12) Students must also choose 10-11 industry/job specific elective credits from the list of Restricted Electives.			Credits: 22-23

General Electives
	Credits:

General Education Requirements

General Education Requirement	Credits: 22-28

General Education Core	Credits: 12-18

First-Year Composition	Credits: 6
+ ENG101 First-Year Composition (3) OR + ENG107 First-Year Composition for ESL (3) AND + ENG102 First-Year Composition (3) OR + ENG108 First-Year Composition for ESL (3) OR + ENG111 Technical and Professional Writing (3) 6

Oral Communication	Credits: 3
COM100 Introduction to Human Communication 3

Critical Reading	Credits: 0-3
+ CRE101 College Critical Reading and Critical Thinking (3) OR Equivalent as indicated by assessment 0-3

Mathematics	Credits: 3-6
+ MAT112 Mathematical Concepts and Applications (3) OR Satisfactory completion of a higher level mathematics course 3-6

General Education Distribution	Credits: 10

Humanities, Arts and Design	Credits: 3
Any approved general education course in the Humanities, Arts and Design area

Social-Behavioral Sciences	Credits: 3
Any approved general education course in the Social-Behavioral Sciences area

Natural Sciences	Credits: 4
Any approved general education course in the Natural Sciences area

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

MCCCD Governing Board Approval Date: November 28, 2023

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.