woman on computer with headphones on speaking with a customer


LaTonya Steele
White (Building 1), room 133B
919-536-7200, ext. 8064

Customer Service Success (Non-credit)

Short Term

New for Fall 2023! 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 textbook will be included in the program fee of $326.25. The program is 96 hours (9.6 CEUs) and completed in 16 weeks. The use of a computer with internet access is required.

Contact LaTonya Steele at steelel@durhamtech.edu to be placed on the mailing list when the course becomes available.

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