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Customer Service Certificate Program

About the Program

8 credits

The Customer Service Certificate Program provides a formal understanding of effective customer service practices. Participants learn how to provide excellent customer service that meets or exceeds customer expectations. It emphasizes problem solving, coping with challenging customers, and customer retention. The program examines interpersonal communication and how to interact with all communication styles. The program provides formal instruction on written business communications. The certificate is designed to provide an understanding of high-quality customer service and communicating effectively in today’s business environment.

Who Should Attend?

This certificate is open to those who have not attended college in the past and those who already hold a degree and are interested in a customer service certificate. It will serve as formal education and a short-term academic credential for those who are in the role of Customer Service Representative and those who aspire to this career path. Anyone who builds or maintains relationships with customers can benefit from this program.

 

 

Communications Program

Professional Development Institute

Janet M. Jones, Director, Professional Development Institute
570-945-8621

John P. Gorel, Director, Corporate Relations
570-945-8622

Email: pdi@keystone.edu

Certificate Program Benefits
A certificate program is a flexible, convenient and short term commitment to your professional development, self enhancement and career advancement opportunities. Certificate program courses can apply to academic degrees at Keystone College

Admission to Certificate Programs
A high school diploma or a GED is required to enter a certificate program. There are no prerequisites to this certificate. All courses are taken at Keystone College and no course transfers will be accepted. A non-degree form needs to be completed to enroll.

Location
This certificate is available on-site or online for any organization with sufficient enrollment, as a consortium based program with multiple organizations, or on campus as scheduling allows at Keystone College.

Financial Aid
Keystone College accepts all forms of tuition reimbursement from employers and will work with each participant and employer to maximize tuition assistance. Participant’s proof of eligibility is required each semester. Part-time attendees should contact the Professional Development Institute for information on loans and full-time attendees should contact the Financial Aid Office.

Required courses

  • HOSP 1175 – Customer Service – 2 credits
    This course provides students with the basic concepts and current trends in the customer service industry. Special areas of emphasis include problem solving, development of a customer service strategy, creating customer service systems, coping with challenging customers, customer retention, and measuring satisfaction.
  • COMM 1115 – Interpersonal Communication – 3 credits
    Understand and improve verbal and non-verbal communication effectiveness by applying professional techniques and observing non-verbal cues.
  • BUSN 2130- Business Communication – 3 credits
    Focus on written communication to include writing effective correspondence through the use of courtesy, clarity, conciseness, concreteness, completeness, and correctness.
Keystone College provides a number of educational opportunities that can be delivered onsite or online at a time convenient for you.