Customer Contact Specialist (CCQ1)  Technical Certificate of Credit

(Prerequisite: Provisional admission) This course is designed to provide the student with an overview of the functions of business in the market system. The student will gain an understanding of the numerical decisions that must be made by managers and owners of businesses. Topics include: the market system, the role of supply and demand, financial management, legal issues in business, employee relations, ethics, and marketing.

(Prerequisite: None) This course focuses on supervision in the service sector with special emphasis on team building, quality management, and developing a customer focus. The challenge of providing world-class customer service is addressed through sections on principles of service industry supervision, career development, problem solving, stress management, and conflict resolution. Topics include: principles of service industry supervision, team building, customer service operations, TQM in a service environment, business software applications, communication in the service sector, introduction to information systems, selling principles and sales management, retail management, and legal issues in the service sector.

(Pre-requisites: Program Admission) This course focuses on the impact of change on the workplace and the personal responsibility involved in responding to change in any circumstance. Specific emphasis will be made on the role of change in the field of career management. Specific topics that will be covered are change management, problem solving skills, personal image, and career management.