Quality Customer Service

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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.

Details

Field of Interest
Business, Entrepreneurialism, and Management
Degree Type
Associate in Applied Science (AAS)
Academic Plan
Quality Customer Service (DEG)
Academic Plan Code
3810
Total credits required
62-71
Catalog Year
2023-2024
Effective Term
Fall 2023
Notes

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

What You'll Learn

This pathway map will help you gain the expertise needed to:

  1. Assess various situations including procedures, policies, customer needs, and concerns to take the appropriate actions.
  2. Collaborate with diverse individuals and groups in a culturally responsive manner to achieve common goals.
  3. Utilize effective communication skills with diverse populations to build trust and rapport in varied settings.
  4. Demonstrate effective self-management skills relative to time management, interpersonal relationships, and professional ethics.
  5. Make connections between customer service and various industries and job settings.
  6. Apply relevant knowledge, skills, and habits of mind to seek career opportunities in the field.

Successful completion of this degree may lead to employment in a variety of different occupations and industries. Below are examples of related occupations with associated Arizona-based annual median wages* for this program. Education requirements vary for the occupations listed below, so you may need further education or degrees in order to qualify for some of these jobs and earn the related salaries. Please visit with an academic advisor and/or program director for additional information.

Customer Service Representatives

$37,180

* Wage information sourced from the Bureau of Labor Statistics, Occupational Employment Statistics Program. Updated May 2022.

Course Sequence by Term

The following is the suggested course sequence by term. Please keep in mind:

  • Students should meet with an academic advisor to develop an individual education plan that meets their academic and career goals. Use the Pathway Planner tool in your Student Center to manage your plan.
  • The course sequence is laid out by suggested term and may be affected when students enter the program at different times of the year.
  • Initial course placement is determined by current district placement measures and/or completion of 100-200 level course and/or program requirements.
  • Degree and transfer seeking students may be required to successfully complete a MCCCD First Year Experience Course (FYE) within the first two semesters at a MCCCD College. Courses include FYE101 and FYE103. Course offerings will vary by college. See an academic, program, or faculty advisor for details.
  • Consult with your faculty mentor or academic advisor to determine educational requirements, including possible university transfer options, for your chosen career field.

Full-time Sequence

Full-time status is 12 credits to 18 credits per semester.

Term 1

A sequence of suggested courses that should be taken during Term 1
Course Number Course Name Requisites Notes Area Credits
GBS120 Workplace Communication Skills 3
ENG101 or
ENG107		 First-Year Composition or First-Year Composition for ESL FYC 3
GBS175 Professional Development 3
CSM/TQM101 Quality Customer Service Critical course Gateway course 3
RE Restricted Elective 3
FYE101 or
FYE103		 Introduction to College, Career and Personal Success or Exploration of College, Career and Personal Success 1–3

Term 2

A sequence of suggested courses that should be taken during Term 2
Course Number Course Name Requisites Notes Area Credits
COM110 or
MGT101		 Interpersonal Communication or Techniques of Supervision SB 3
CRE101 College Critical Reading and Critical Thinking OR Equivalent as indicated by assessment L 0–3
MAT112 Mathematical Concepts and Applications OR Satisfactory completion of a higher level mathematics course 3–6
COM263 or
MGT175 or
MGT251 or
SOC212		 Elements of Intercultural Communication or Business Organization and Management or Human Relations in Business or Gender and Society C, G, SB or C, SB 3
TQM230 Teamwork Dynamics 2
ENG102 or
ENG108 or
ENG111		 First-Year Composition or First-Year Composition for ESL or Technical and Professional Writing FYC or L 3
RE Restricted Elective 1–3

Term 3

A sequence of suggested courses that should be taken during Term 3
Course Number Course Name Requisites Notes Area Credits
COM100 Introduction to Human Communication SB 3
HU Humanities, Fine Arts & Design HU 3
RE Restricted Elective 3
RE Restricted Elective 3
RE Restricted Elective 3

Term 4

A sequence of suggested courses that should be taken during Term 4
Course Number Course Name Requisites Notes Area Credits
SG or SQ Natural Sciences General or Natural Sciences Quantitative SG or SQ 4
SB Social-Behavioral Sciences SB 3
RE Restricted Elective 3
RE Restricted Elective 3
RE Restricted Elective 3

Part-time Sequence

Part-time status is 11 credit hours or less.

Term 1

A sequence of suggested courses that should be taken during Term 1
Course Number Course Name Requisites Notes Area Credits
ENG101 or
ENG107		 First-Year Composition or First-Year Composition for ESL FYC 3
CSM/TQM101 Quality Customer Service Critical course Gateway course 3
FYE101 or
FYE103		 Introduction to College, Career and Personal Success or Exploration of College, Career and Personal Success 1–3

Term 2

A sequence of suggested courses that should be taken during Term 2
Course Number Course Name Requisites Notes Area Credits
GBS120 Workplace Communication Skills 3
GBS175 Professional Development 3

Term 3

A sequence of suggested courses that should be taken during Term 3
Course Number Course Name Requisites Notes Area Credits
COM110 or
MGT101		 Interpersonal Communication or Techniques of Supervision SB 3
CRE101 College Critical Reading and Critical Thinking OR Equivalent as indicated by assessment L 0–3
ENG102 or
ENG108 or
ENG111		 First-Year Composition or First-Year Composition for ESL or Technical and Professional Writing FYC or L 3

Term 4

A sequence of suggested courses that should be taken during Term 4
Course Number Course Name Requisites Notes Area Credits
MAT112 Mathematical Concepts and Applications OR Satisfactory completion of a higher level mathematics course 3–6
TQM230 Teamwork Dynamics 2
RE Restricted Elective 1–3

Term 5

A sequence of suggested courses that should be taken during Term 5
Course Number Course Name Requisites Notes Area Credits
COM263 or
MGT175 or
MGT251 or
SOC212		 Elements of Intercultural Communication or Business Organization and Management or Human Relations in Business or Gender and Society C, G, SB or C, SB 3
COM100 Introduction to Human Communication SB 3

Term 6

A sequence of suggested courses that should be taken during Term 6
Course Number Course Name Requisites Notes Area Credits
RE Restricted Elective 3
HU Humanities, Fine Arts & Design HU 3

Term 7

A sequence of suggested courses that should be taken during Term 7
Course Number Course Name Requisites Notes Area Credits
RE Restricted Elective 3
RE Restricted Elective 3

Term 8

A sequence of suggested courses that should be taken during Term 8
Course Number Course Name Requisites Notes Area Credits
RE Restricted Elective 3
SB Social-Behavioral Sciences SB 3

Term 9

A sequence of suggested courses that should be taken during Term 9
Course Number Course Name Requisites Notes Area Credits
RE Restricted Elective 3
RE Restricted Elective 3

Term 10

A sequence of suggested courses that should be taken during Term 10
Course Number Course Name Requisites Notes Area Credits
SG or SQ Natural Sciences General or Natural Sciences Quantitative SG or SQ 4
RE Restricted Elective 3

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.
AIR+++++ Any AIR Airline Operations course(s)
BTO+++++ Any BTO Business Technology for the Office course(s)
COV+++++ Any COV Covey course(s)
CSI+++++ Any CSI Credit Services Industry course(s)
CSR+++++ Any CSR Customer Service Representative course(s)
GBS+++++ Any GBS General Business course(s)
HSA+++++ Any HSA Human Services Administration course(s)
INS+++++ Any INS Insurance Studies course(s)
MGT+++++ Any MGT Management course(s)
PAD+++++ Any PAD Public Administration Course(s)
PGR+++++ Any PGR Professional Growth course(s)
PHT+++++ Any PHT Pharmacy Technology course(s)
PRM+++++ Any PRM Property Management course(s)
SBS+++++ Any SBS Small Business Management course(s)
TLT+++++ Any TLT Telecommunications Technology course(s)
TQM+++++ Any TQM Total Quality Management course(s)
TVL+++++ Any TVL Travel Agent Technology course(s)
UCS+++++ Any UCS Utilities Customer Service course(s)

OR

CCL/5171N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Automobile Insurance: Customer Service (5171N) (9-15)
Students must also choose 8-13 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/5876N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Health Care Insurance: Customer Service (5876N) (18)
Students must also choose 4-5 industry/job specific elective credits from the list of Restricted Electives.

OR

CCL/5890N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Personal Loans: Customer Service (5890N) (11)
Students must also choose 11-12 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/5265N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Telecommunications Collections: Customer Service (5265N) (7)
Students must also choose 15-16 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.
 

 

 

 
Course Area Key

Gateway Course = Generally the first major-specific course in a pathway.

Critical Course = A course that is highly predictive of future success in a pathway.

  • C = Cultural Diversity in the US
  • FYC = First Year Composition
  • G = Global Awareness
  • HU = Humanities, Fine Arts, and Design
  • L = Literacy & Critical Inquiry
  • SB = Social-Behavioral Sciences
  • SG = Natural Sciences General
  • SQ = Natural Sciences Quantitative
Disclaimer

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

Course Sequence total credits may differ from the program information located on the MCCCD curriculum website due to program and system design.

View MCCCD’s official curriculum documentation for additional details regarding the requirements of this award (https://aztransmac2.asu.edu/cgi-bin/WebObjects/MCCCD.woa/wa/freeForm13?id=181853).

At Maricopa, we strive to provide you with accurate and current information about our degree and certificate offerings. Due to the dynamic nature of the curriculum process, course and program information is subject to change. As a result, the course list associated with this degree or certificate on this site does not represent a contract, nor does it guarantee course availability. If you are interested in pursuing this degree or certificate, we encourage you to meet with an advisor to discuss the requirements at your college for the appropriate catalog year.