woman on computer with headphones on speaking with a customer

Contact

Business and Entrepreneurship pathway icon

LaTonya Steele
Director/Instructor
White (Building 1), room 133B
919-536-7200, ext. 8064
steelel@durhamtech.edu

Customer Service Success (Continuing Education)

Short Term

The Customer Service Success program focuses on the importance of customer relations in the business world. Emphasis is placed on learning how to respond to complex customer requirements and to efficiently handle stressful situations. Topics addressed will include market changes such as the impact of the COVID-19 pandemic, working in remote teams, and serving customers with disabilities.

Participants will learn about Human Resource Management practices, as well as how to plan, coach, and work in teams.  

Upon completion of the program, students will have a solid foundation for their career and be prepared for the Certified Customer Service Professional (CCSP) and Direct Contact Service Professional (DCSP) certification examinations. Students should review the exam requirements on the National Customer Service Association website.

The DCSP designation is designed for direct contact employees, including customer service representatives, call center staff, etc., and focuses on pertinent topics such as customer interaction, communication, rapport and relationship building. To be eligible for the DCSP certification, applicants must have at least one year of experience actively participating in the field of customer service.

The CCSP designation is designed for management-level professionals, including supervisors, managers, and directors, and focuses on not only customer interactions and the foundations of service, but also other pertinent topics such as planning, coaching, teaming, and HR practices. To be eligible for the CCSP certification, applicants must have at least two years of experience actively participating in the field of customer service. 

The use of a computer with internet access is required.

Register

Courses starting on July 1 or later will be open for registration on July 1. Students planning to register for courses with prerequisites should contact the program director to learn how to submit them ahead of time.

MKT-3438B Customer Service Success

The Customer Service Success course focuses on the importance of customer relations in the business world. Emphasis is placed on learning how to respond to complex customer requirements and to efficiently handle stressful situations. This course will address many market changes such as the impact of the COVID-19 pandemic, working in remote teams, and greater focus on customers with disabilities. Participants will learn about Human Resource Management practices, as well as how to plan, coach, and work in teams. This course provides the training hours needed in preparation for the Certified Customer Service Professional (CCSP) and Direct Contact Service Professional (DCSP) certification examinations. Students should review the exam requirements on the National Customer Service Association website.
How to Register

Cost:

$ 191.25

Credit Hours:

0.00

Contact Hours:

96
Section
Number		 Dates Location Building Room Time Format
93869
8/12 - 12/10
 Internet
Online
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-
 Online

Suggested Paths

Short Term

(12 months or less)

Business Administration - Business Core Certificate

Business Administration - Human Resources Mgmt Certificate

Business Administration - Management Certificate

Customer Service Success (Continuing Education)

Long Term

(More than 12 months)

Business Administration

Associate

University Transfer

Business, Accounting, Management, and Marketing

Baccalaureate Transfer Option

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