 FAQ for Certified Customer Service Specialist
What subjects are covered in the curriculum?
How do I start?
How do I qualify for the CCSS program?
What other costs are involved?
What are the employment opportunities?
How do I get additional information?
What subjects are covered in the curriculum?
The CCSS training includes five courses:
MKT 161 - Service Industry Business Environment
Introduces the learners to the service industry. Learners are introduced to the principles of quality service and business, the work ethic required for exceptional customer service, the value that each worker adds to the work team, and the advantages of life-long learning.
Credit Hours: 2 (Prerequisite - Provisional Admission)
MKT 162 - Customer Contact Skills
Provides understanding of the customer contact environment and provides skill training in communications with customers and managing that relationship in both telephone and face-to-face situations. Skills in information sharing, telephone communications, and managing difficult customers are provided with simulated practice sessions. Participants also learn to value and relate to multicultural customers.
Credit Hours: 6 (Prerequisite - Provisional Admission)
MKT 163 - Computer Skills
Learners perform basic computer skills related to word processing, spreadsheets, databases, e-mail, and credit card processing.
Credit Hours: 3 (Prerequisite - Provisional Admission)
MKT 164 - Business Skills
Trains participants to create logical, easy to read correspondence, use basic mathematics to perform business calculations, manage changes and personal responses to changes in the workplace. A six-step problem-solving model is discussed that provides tools that focus on excellence in the service environment.
Credit Hours: 3 (Prerequisite - Provisional Admission)
MKT 165 - Personal Effectiveness
Focuses on presenting a positive image to coworkers as well as customers. Personal wellness techniques help students maintain optimal mental and physical health. Participants learn to set priorities when confronted with multiple demands on their time. Through discussion and role-play, learners prepare and practice skills required when interviewing for a job.
Credit Hours: 1 (Prerequisite - Provisional Admission)
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How do I start?
To begin the admissions process, you must complete:
DeKalb Tech Admissions Application. ($15 non-refundable application fee applies)
HOPE Grant Application
COMPASS
Sign up for placement/admissions exam
Submit your official high school or GED transcript
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How do I qualify for the CCSS program?
To be eligible for the CCSS program, applicants must pass the COMPASS placement test and meet all admissions requirements for the Service Industry Academy.
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What other costs are involved?
The cost of the CCSS program includes:
| Fee | Amount |
| Tuition (in-state) |
$45.00 per credit hour |
| Accident Insurance Fee |
$4.00 |
Admissions Application Fee
(non-refundable) | $15.00 |
| Activity Fee | $16.00 |
| Registration Fee | $42.00 |
| Instructional & Technology Support Fee |
$35.00 |
| Books | $20.00 per course (Total: $100) |
The CCSS program is eligible for HOPE Grant monies. The grant will pay your tuition, fees and up to $100 for textbooks each quarter. The HOPE Grant does not cover the non-refundable $15 application fee. The application fee is paid before taking the COMPASS placement test.
To qualify for HOPE grant eligibility you must be a legal resident of Georgia and never been convicted of a felony. You will not be eligible for the HOPE Grant if you are currently in default on a previous student load or owe an overpayment on any student grants.
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What are the employment opportunities?
Upon successful completion of the Certified Customer Service Specialist program, graduates are offered an opportunity to interview with one or more of the business partner companies. Graduates are also invited to participate in the job fairs held at DeKalb Tech and any job fairs that are held by any other Service Industry Academy working with the partner company.
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How do I get additional information?
For additional questions not covered here, please contact the appropriate departments listed below:
Service Industry Academy
DeKalb Technical College
1085 Montreal Rd.
Clarkston, GA 30021
404/297-9522 (Ext. 2510)
Kathy Fowler, Director, Business & Community Services
DeKalb Technical College
Office of Student Services
16200 Alcovy-Jersey Road
Covington, GA 30014
770/786-9522 (Ext. 3102)
April Halliday, Student Service Specialist
DeKalb Technical College
495 North Indian Creek Dr.
Clarkston, GA 30021
Office of Financial Aid
John Gottardy, Director of Financial Aid
(Extension 1110)
Office of Student Services
Lisa Peters, Admissions Specialist
(Extension 1155)
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