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
Important information you’ll need when applying for admission:Field of Interest
Business, Entrepreneurialism, and Management
Type
Associate Degree
Academic Plan
Quality Customer Service (DEG)
Academic Plan Code
3810
Total Credits Required
61-68
Catalog Year
2020-2021
What You'll Learn
This pathway map will help you gain the expertise needed to:
- Assess various situations including procedures, policies, customer needs, and concerns to take the appropriate actions.
- Collaborate with diverse individuals and groups in a culturally responsive manner to achieve common goals.
- Utilize effective communication skills with diverse populations to build trust and rapport in varied settings.
- Demonstrate effective self-management skills relative to time management, interpersonal relationships, and professional ethics.
- Make connections between customer service and various industries and job settings.
Career Opportunities
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
$33,590 Show expanded career information for Customer Service Representatives
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 AAA/CPD150, AAA/CPD150AC, CPD104, and AAA115/CPD115. 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
| 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 | |||
| AAA/CPD115 or AAA/CPD150 or AAA/CPD150AC or CPD104 | Creating College Success or Strategies for College Success or Educational and Career Planning or Career and Personal Development | 0–3 |
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
| 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
| 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
| Course Number | Course Name | Requisites | Notes | Area | Credits |
|---|---|---|---|---|---|
| CSM/TQM101 | Quality Customer Service | Critical course Gateway course | 3 | ||
| ENG101 or ENG107 | First-Year Composition or First-Year Composition for ESL | FYC | 3 | ||
| AAA/CPD115 or AAA/CPD150 or AAA/CPD150AC or CPD104 | Creating College Success or Strategies for College Success or Educational and Career Planning or Career and Personal Development | 0–3 |
Term 2
| Course Number | Course Name | Requisites | Notes | Area | Credits |
|---|---|---|---|---|---|
| GBS120 | Workplace Communication Skills | 3 | |||
| GBS175 | Professional Development | 3 |
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
| 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
| 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
| Course Number | Course Name | Requisites | Notes | Area | Credits |
|---|---|---|---|---|---|
| RE | Restricted Elective | 3 | |||
| HU | Humanities, Fine Arts & Design | HU | 3 |
Term 7
| Course Number | Course Name | Requisites | Notes | Area | Credits |
|---|---|---|---|---|---|
| RE | Restricted Elective | 3 | |||
| RE | Restricted Elective | 3 |
Term 8
| Course Number | Course Name | Requisites | Notes | Area | Credits |
|---|---|---|---|---|---|
| RE | Restricted Elective | 3 | |||
| SB | Social & Behavioral Sciences | SB | 3 |
Term 9
| Course Number | Course Name | Requisites | Notes | Area | Credits |
|---|---|---|---|---|---|
| RE | Restricted Elective | 3 | |||
| RE | Restricted Elective | 3 |
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
BTO+++++ Any BTO Business Technology for the Office 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
HSA+++++ Any HSA Human Services Administration course
INS+++++ Any INS Insurance Studies course
MGT+++++ Any MGT Management course
PAD+++++ Any PAD Public Administration Course
PGR+++++ Any PGR Professional Growth course
PHT+++++ Any PHT Pharmacy Technology course
PRM+++++ Any PRM Property Management course
SBS+++++ Any SBS Small Business Management course
TLT+++++ Any TLT Telecommunications Technology course
TQM+++++ Any TQM Total Quality Management course
TVL+++++ Any TVL Travel Agent Technology course
UCS+++++ Any UCS Utilities Customer Service course
OR
CCL/5804N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Human Services - Assistance: Public Assistance Eligibility (5804N) (12)
Students must also choose 10-11 industry/job specific elective credits from the list of Restricted Electives.
OR
CCL/5104N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Human Services - Specialist: Customer Service (5104N) (13)
Students must also choose 9-10 industry/job specific elective credits from the list of Restricted Electives.
OR
CCL/5659N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Human Services - Unemployment Insurance: Customer Service (5659N) (11)
Students must also choose 11-12 industry/job specific elective credits from the list of Restricted Electives.
OR
CCL/5171N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Automobile Insurance: Customer Service (5171N) (9-12)
Students must also choose 10-14 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/5634N is not eligible for Title IV Federal Financial Aid.
Certificate of Completion in Motor Vehicle: Customer Service (5634N) (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/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.
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 for all courses required 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 curriculum website for the Associate in Applied Science in Quality Customer Service (http://aztransmac2.asu.edu/cgi-bin/WebObjects/MCCCD.woa/wa/freeForm3?id=146311).
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.
