Program Description
This Technical Certificate of Credit was designed by service-training professionls, the Certified Customer Service Specialist program helps provide an available, skilled work force for Georgia's service, hospitality, retail and other service industries in which customer contact is a vital operation. The technical certificate is a comprehensive program that provides a strong foundation of skills and knowledge to succeed in the customer service industry.

Essential Requirements for Certified Customer Service Specialist

All candidates for the Certified Customer Service Specialist Technical Certificate must meet intellectual, physical and social core performance standards necessary to provide customer service. The areas below include examples of necessary activities and skills but are not all inclusive.

1. Critical Thinking: Critical thinking ability sufficient for problem solving in a customer service setting. Examples include identification of cause and effect relationships, development of solutions, evaluation of effectiveness of an implemented solution, reassessment of decision and corrective action taken as necessary.
2. Interpersonal: Interpersonal abilities sufficient to interact with individuals and groups from a variety of social, emotional, cultural and intellectual backgrounds. Examples include establishing rapport with clients, guests and colleagues, negotiation of interpersonal conflict, and respect of cultural diversity.
3. Communication: Communication abilities sufficient for verbal and written interaction with others. Examples include explanation of services and products, documentation of transactions and conversations, and written and oral reports. Candidates must be able to communicate with respect to cultural differences including language.
4. Mobility: Physical abilities sufficient for the specific customer service position within an industry will vary. Some examples of possible mobility requirements include movement from room to room, some light lifting of supplies or products, ability to assist clients or guests with transactions, ability to reach all equipment used in performing job duties such as file cabinets, telephone, computer equipment, counters, etc.
5. Motor Skills: Gross and fine motor abilities sufficient for providing quality assistance to others. Examples include calibration and use of equipment such as a computer keyboard, mouse, telephone, calculator and other office equipment, and writing.
6. Hearing: Auditory ability sufficient for assessing client needs. Examples include hearing telephone rings, conversations using the telephone, incoming fax sounds, approaching customers, intercom announcements, and overhead pages. Utilization of listening skills to increase understanding and ensure clear communication.
7. Visual: Visual abilities sufficient for a specific customer service position will vary depending on the industry, job type and job requirements. In some cases visual ability will need to be sufficient for observation and assessment of situations. Examples include observations of customers while making transactions, use of computer monitors, ability to correctly interpret non-verbal communication and ability to observe product information.
8. Emotional: Emotional stability sufficient to tolerate rapidly changing environments and conditions. Examples include establishment of interpersonal boundaries, adaptation to changing conditions in the work environment and stress, dealing with unexpected or unpredictable events, maintaining a focus on task, performing multiple tasks concurrently, and being able to handle strong emotions.

Curriculum
Credits required for graduation: 15