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Quality Customer Service

Earn a Quality Customer Service Certificate!

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.

CIPS Code: 52.0411

Required Courses 13-14
Course # Course Title Credits
COM110 Interpersonal Communication 3
GBS175 Professional Development 3
TQM101 Quality Customer Service 3
TQM105 *
OR
GBS233 *
Writing for Quality Results (2)
OR
Business Communication (3)

2-3
TQM230 Teamwork Dynamics 2


Electives 3
Course # Course Title Credits
BPCxxx Any BPC Business-Personal-Computer course 3
COM263 Elements of Intercultural Communication 3
MGT172 Organizations, Paradigms, and Change 1
SOC212 Gender and Society 3
TQM200 Leadership for Front-Line Employees 2
TQM205 Managing Diversity 2
Click any of the above courseĀ #'sĀ for detailed information and register for it today! **


Notes

  • The total amount of credits required for this certificate is 16-17.
  • Students must earn a grade of "C" or better in all courses within the program
  • Minimum GPA: 2.00
  • * Indicates course has prerequisites and/or corequisites
  • xxx Indicates any module
  • ** Not all classes are offered every semester. Contact an academic advisor for additional information

Program Competencies

  1. Demonstrate effective listening and interpersonal communication skills. (COM110)
  2. Demonstrate effective skills in creating a supportive working climate. (COM110)
  3. Identify the principal nonverbal signals used in employee communication. (COM110)
  4. Demonstrate effective self-management skills relative to time management, interpersonal relationships, and professional ethics. (GBS175)
  5. Describe ways to create satisfaction in the credit/financial industry including responsiveness, reliability, empathy, and tangible service. (TQM101)
  6. Identify criteria used to determine quality in a service industry and explain differences between services with and without quality. (TQM101)
  7. Demonstrate effective written communication skills. (TQM105, GBS233)
  8. Communicate information and ideas in clear, concise and correct business writing style. (TQM105, GBS233)
  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)