2010-2011
Customer Information Specialist
Technical Diploma - Oak Creek Campus
Program Code: 31-104-7
This curriculum goes into effect as of summer 2010.
This page was last updated in June 2010.
Overview: Companies are streamlining customer relationship management processes, implementing sophisticated software platforms and developing programs to reward employees who put the customer first. The Customer Information Specialist diploma program provides students with basic customer-based business skills and marketing skills, and serves those who desire a broad-based business degree. Students may then use these courses as a foundation for enrolling in numerous associate degree programs. The program is designed especially for individuals who currently have, or wish to have, their own businesses.
Career Outlook: The customer contact center is no longer just for service. In many companies it is a profit center where agents are trained in sales, bilingual support, website support, market research and other areas. Based on Bureau of Labor Statistics information, customer service job growth over the next 10 years will be 32% with median salaries between $26,104 and $48,418.
Program Learning Outcomes: Employers will expect you as a program graduate to:
- Demonstrate business communications, technologies and marketing skills that emphasize effective customer relations
Demonstrate tact and diplomacy in your interactions with others
Possess the flexibility to shift attention as problems present themselves
Exhibit patience and courtesy in handling inquiries and complaints
Preparation for Admission: The following are required for admission to the program :
- A high school diploma or GED
- Demonstration of proficiency in basic skills through a course placement assessment
Possible Careers: Account coordinator, billing specialist, call center representative, client service associate, customer care specialist, customer service representative, marketing service representative, product specialist, sales service representative, service representative, service specialist, service support representative, technical support specialist, telemarketer, telephone account manager, telephone sales consultant.
Related Programs:
Business Mid-Management
eCommerce/Web Administration
Marketing
Travel Services
Curriculum effective 2010-11.
|
SIXTEEN-WEEK TERMS |
Credits |
|
Hours |
|
|
COMPSW-106 |
Introduction to MS Office |
3 |
|
3r |
|
|
ENG-151 |
Communication Skills ‡ |
3 |
|
3r |
|
|
|
MKTG-104 |
Selling Principles |
3 |
|
3r |
|
|
|
MKTG-151 |
Business Career Management |
1 |
|
1r |
|
|
|
MKTG-183 |
Communication Technology Skills |
3 |
|
3r |
|
|
|
OFTECH-103 |
Keyboard and Keypad (8 weeks) |
1 |
|
1r 3s |
|
|
|
|
|
|
|
|
|
|
|
MKTG-102 |
Marketing Principles |
3 |
|
3r |
|
|
|
MKTG-107 |
Customer Service Management |
3 |
|
3r |
|
|
|
MKTG-175 |
Marketing Internship 1 ‡ |
1 |
|
14o |
|
|
|
MKTG-184 |
Contact Center Technology Skills |
3 |
|
2r 2s |
|
|
MKTG-185 |
Negotiation Skills for Business |
3 |
|
3r |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
TOTAL CREDITS: 27 |
|
|
|
Hours per Week: r = related, s = shop, o = other
Program curriculum requirements are subject to change.
For more information, call 414-571-4500.
For course descriptions, times and locations of classes, visit INFOnline.
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TEXT ONLY