Rutgers School of Business - Camden

Certificate in Call Center and Customer Service Excellence
We've modified and enhanced this curriculum - contact us for details!
For customer-service and inside sales representatives, and those who wish to move into these positions. Current and future managers should see Certificate in Call Center and Customer Service Management

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Register Now for Rutgers Certificate in Call Center and Customer Service Excellence

Core Courses

Course Module #

Title
43007 Stress Management: Fundamentals for Employees
43051 Achieving Success Without Authority: Focusing on Results
43052 Achieving Success Without Authority: Personal Accountability
44104 Excellence in Service: Fundamentals for Employees
44105 Excellence in Service: Solving Customer Problems
44106 Excellence in Service: Working with Upset Customers
44107 Excellence in Service: Communicating with Customers Virtually
44611 Professional Selling Over the Phone: Preparation and Strategies
44612 Professional Selling Over the Phone: Prospecting
44613 Professional Selling Over the Phone: Closing a Sale
45002 Interpersonal Communication: Effective Communication
45221 Cross-Cultural Business Communication: Understanding Cultural Differences
45222 Cross-Cultural Business Communication: Developing Cross-Cultural Communication Skills
45281 Telephone Skills: Professionalism Through Basic Skills
45282 Telephone Skills: Handling Difficult Calls
45283 Telephone Skills: Effectively Managing Inbound and Outbound Calls
45291 Listening Skills: The Fundamentals of Listening
45292 Listening Skills: Listening Challenges
42104 Team Participation: Teamwork Fundamentals

Electives: Choose 6, for a total of 25, in collaboration with your Advisor
43113 Self Development: Developing Rapport Through Communication
43112 Self Development: Increasing Your Assertiveness
43111 Self Development: Motivating Yourself to Perform
KSRVEXC  Essentials of Service Excellence
KA2K3C  Microsoft Access 2003 Core Skills
KA2K3E  Microsoft Access 2003 Expert Skills
KE2K3C  Microsoft Excel 2003 Core Skills
KE2K3E  Microsoft Excel 2003 Expert Skills
76031 Microsoft Excel 2008: Beyond the Basics
76030 Microsoft Excel 2008: Exploring the Basics
76051 Microsoft Office Access 2008: Beyond the Basics
76050 Microsoft Office Access 2008: Exploring the Basics
76071 Microsoft Office Outlook 2008: Beyond the Basics
76070 Microsoft Office Outlook 2008: Exploring the Basics
76023 Microsoft Office Word 2008: Beyond the Basics
76022 Microsoft Office Word 2008: Exploring the Basics
KO2K3C  Microsoft Outlook 2003 Core Skills
KO2K3E  Microsoft Outlook 2003 Expert Skills
KW2K3C  Microsoft Word 2003 Core Skills
KW2K3E  Microsoft Word 2003 Expert Skills
44036 Technical Support Agents – Assessing Customer Behavior
44037 Technical Support Agents - Survival Skills
44035 Technical Support Agents - Technical Support Essentials
44034 Technical Support Agents - Your Role in the Contact Center
42102 Virtual Teams: Communicating Effectively
42103 Virtual Teams: Participating in Virtual Meetings
42101 Virtual Teams: The Fundamentals
Register Now for Rutgers Certificate in Call Center and Customer Service Excellence  

Total study time: Approximately 120 hours, including required interaction with your Advisor and written assignments

Tuition: $1949.You may save significantly if registering for more than 1 Certificate.
Course content, availability and tuition subject to change at any time.
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