Kirkwood Community College

Kirkwood Community College Credit Catalog 2017-2018

MKT-350 Customer Service Professional (9.00)

Explores areas of customer service representative, call center representative, helpdesk support, technical support, financial services support and administrative support professional. Teaches core knowledge and competencies on call center operation including metrics, required skills and terminology. Emphasizes soft skills including listening, speaking, questioning and de-escalating upset customers. Incorporates facilitation, review techniques, role-play and practice. Successful completion of this course will lead to the Customer Service Professional Certificate. Credits: 9, Hours: (4.5/9/0/0), Prereq: CSC-110, and either COM-723 or ENG-101 or ENG-105; Arts & Sciences Elective Code: B

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