Course Title

Customer Service

Course Description

A course of study in basic customer service concepts with an emphasis on exploring elements of the service industry, assessing customer needs, educating customers, selling processes, solving problems, making decisions, leading others, working in teams, applying technology, organizing and planning, building consensus and setting goals. Students learn competencies required to pass industry certifications and to secure and hold jobs. Students will develop leadership traits and identify their leadership potential through participation in the DECA student organization.

Contact

Ida Fryhover
Program Specialist
405-743-5473
ifryh@okcareertech.org

OCAS Codes	OHLAP Credit	Course Length	Prerequisites
8307	No	60 Hours	Recommended: Business, Marketing, and IT Core

Knowledge and Skills

• World Class Service
• Handling Customer Complaints
• Product/Service Relationship
• Work Ethics
• Leadership Skill Development
• Legal Responsibilities for the Employer and Employee
• Company Policies and Procedures
• Technology Skill Development
• Business Etiquette
• Positive Communication Methods and Techniques
• Effective Listening Skills
• Positive Working Relationships
• Personal Development
• Stress Management
• Work Safety

Accountability Measures, Assessments, or Evaluation Procedures

Required (1) Brainbench Certification:

• Customer Assistance
• Telephone Etiquette
• Interpersonal Communications
• Listening Skills

http://www.okcareertech.org/mkted/courseinfo/brainbench.htm


Recommended ODCTE Certification:
Skills Standards
http://www.okcareertech.org/testing/Skills%20Standards/Marketing_Career_Cluster.htm

• Salesmanship

http://www.okcareertech.org/certify


Recommended Industry Certification:

• Retail Readiness

http://www.nrf.com

Industry Alignments

NRF (National Retail Federation) - Customer Service Certification
National Skill Standards - Customer Service and Sales
http://www.nrf.com/content/default.asp?folder=foundation&file=assesscert.htm  

Curriculum Resources

Marketing Essentials, 2006, Glencoe McGraw Hill, Woodland Hills, CA
http://www.marketingessentials.glencoe.com
Marketing LAPS, (Learning Activity Packets), MarkEd, Columbus, OH
http://www.mark-ed.org
Retail Readiness Certification Prep, 2005, Thomson/South-Western
http://www.retailreadiness.swlearning.com
Customer Service Excellence 2004: Exemplary Practices in Retail 11221 By James Tenser, Soyeon Shim, Ph.D., and Melinda Burke Published by NRF Foundation, 2004
Retailing Smarts Series, 1999, National Retail Federation and Crisp Publications, Inc
National Retail Federation
http://www.nrf.com/content/default.asp?folder=foundation&file=resourceTrain.htm
DECA Guide
http://www.deca.org

This Course Found In These Career Majors