Customer Service Technician

The course is offered every weekday (Mon. through Thurs.) from 8:00 a.m. to 3:30 p.m., and 4 hours a day on Fridays and for 512 clock hours in the period of 80 days.

 

Course Objective 

To prepare students for easy to get entry level positions in the growing number of existing and new businesses through out Tulare and neighboring Kings and Fresno

Counties. These may include businesses such as restaurants, small or large discount stores, new and used automotive dealerships, and virtually any type of business.   Students will learn data-entry, 10-Key, cash register and programs such as Microsoft 2007/2010 , and Corel WordPerfect.

 

Description of learning skills and other competencies

Customer Service Representatives offer service via the telephone or the Internet. They handle both new and established customers, answer questions, and provide help with problems according to company guidelines. They take orders for products or services, answer delivery questions, find replacement part numbers, and perform other sales support functions. Customer Service Representatives help keep the customer informed of delivery time and order status. They may enter customer data into a computer database.

 

Employment Opportunities

Customer Service Representatives work in clean, well-lit areas. Opportunities for employment include offices, retail stores and call or customer contact centers.  There are also employment opportunities as store associates, sales associates, cashiers, call center representative and sales representatives.

 

Textbooks and Related Instructional Material

Exceptional Customer Service by South Western Publishing.  Retail Business 2000 by South Western Publishing.  Microsoft Office 2010 from Cengage Learning, Ten-Key Calculator Book by South Western Publishing.

 

COURSE OUTLINE                                                  

Customer Service Technician Lecture Hours Practice Hours Total Instructional Clock  Hours Total Credit Units

Keyboard Exercise

 0 60 60

10-Key Exercise

5 25 30

Basic Math & English

20 65 85

Introduction to Windows

5 15 20

Introduction to Word Processing

20 60 80

Employment Skills & Prep

10 20 30

Interacting with Customers

10 30 40

Handling Complaints

5 12 17

Cash Register Operations

30 60 90

Basic Sales & Marketing

10 10 20

Inventory Control

5 15 20

Cash & Food Stamps

5 15 20
Total Clock Hours 125 387 512

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