Customer Service Representative

A career as a Customer Service Representative spans many industries; call centers, retail, sales, hospitality, food services, and other office environments. This course is designed to provide students with the work-ready skills needed to effectively connect with customers. Students will be taught skills to meet customer needs, how to evaluate and resolve complaints from customers in a positive way, and ways to satisfy and retain customers. This training has been developed thru a collaboration with several local employers who have a vested interest in developing local talent to fill vacant positions in Guilford County and the surrounding Piedmont Triad.

This 81 hour training will include but not be limited to:

  • Customer service terminology, concepts, and principles
  • Communicating with customers in person and on the telephone
  • Developing a positive attitude
  • Problem solving
  • Handling complaints
  • Listening skills

Frequently Asked Questions

Course registration fee is $188
Book cost is approximately $35

Total cost is $223

Payment for class is due at the time of registration.

Course Code: MKT-3438
Date:  [NOTE: INFO TO BE ADDED LATER]
Time
Location: 
Room #:

Good Computer Skills

E-mail and access to a computer with Internet

Yes.  In order to be successful in the Quick Careers program, students need to have good computer skills. If you are a beginner on the computer, you should take a course FIRST, to strengthen your computer skills before registering for a Quick Careers course. (Contact the Quick Careers Office @ 336-334-4822 extension 53108 with questions).

Individuals should also know that as a Quick Careers student, you will need to have access to a computer outside of class in order to complete required coursework. Computers used outside of class would need to be Internet connected and also have compatible software to what is used in class (e.g. Microsoft® Word, Excel, and, Power Point 2010, etc.) If you do not have a home computer, you should plan to visit a GTCC “Open Lab” to complete required course work.

The below checklist provides information regarding the minimum computer skills needed in order to register for a Quick Careers course. Potential students should thoroughly evaluate their computer skills using this checklist.

Good Computer Skills Self-Assessment

Checklist:

  1. You should be able to turn a computer on and off
    1. Do you know the difference in an operating system versus an application software (i.e. Windows® 7 versus Microsoft® Office 2007)

  2. Do you know how to use the computer desktop
    1. Do you know how to make a folder on the desktop
    2. Do you know how to save information on the desktop
    3. Do you know how to retrieve information from the desktop

  3. Do you know what a flash drive is
    1. Do you know how to make a folder on a flash drive
    2. Do you know how to save information on a flash drive
    3. Do you know how to retrieve information from a flash drive

  4. Do you know how to use the internet
    1. Can you bookmark a website
    2. Can you “Google Search”/research information on the internet

  5.  Do you have a personal email account
    1. Can you access your personal email from a computer other than your home computer
    2. Can you send internet links via email
    3. Can you send an attachment in an email

  6. Do you know how to create, save and use a basic Microsoft® Word document
    1. Word processing software
    2. Can you type at least 25-30 words per minute

  7. Are you familiar with Microsoft® Excel
    1. Spreadsheet software

  8. Are you familiar with Microsoft® PowerPoint
    1. Presentation software

The NCWorks Career Center may be able to assist thru the Workforce Innovation and Opportunity Act (WIOA) program. For information call NCWorks Greensboro: (336) 297-9444 or NCWorks High Point: (336) 882-4141.

You may register online:  Register

Or In person.  When registering in person, completed the Continuing Education Registration Form and bring it with your payment (check, cash, credit card, or money order), to one of the GTCC Campuses: 

Registration Locations

  • Jamestown, 140 Jamestown Court, Monday – Friday, 8:00 am – 5:00 pm
  • Greensboro, 3505 E. Wendover Ave., Continuing Education Center, Monday – Thursday, 8:30 am – 6:00 pm and Friday, 9:00 am – 12:00 pm
  • High Point, 901 S. Main St., H1, Monday – Thursday, 8:30 am – 6:00 pm and Friday, 9:00 am – 12:00 pm

Students MUST purchase books PRIOR to the first day of class. Required books are:
ISBN 9780071625791 Super Service: Seven Keys to Delivering Great Customer Service, 2nd Ed. Gee, From McGraw Hill.  Approximately $15 at Greensboro GTCC Bookstore.
ISBN 9780071745062 Perfect Phrases for Customer Service, 2nd Ed. Bacal, From McGraw Hill.  Approximately $ 17 at Greensboro GTCC Bookstore.

Students who successfully complete the Customer Service Representative class will receive an Award of Completion.  

Requirements for Successful Completion:

  • Attendance: Must be in class 90% of class hours.
  • Coursework: Achieve 80% on coursework.

If you enter after the 2nd day of class, you will not receive credit for taking the class.  Additionally, time absent will be counted against you; students can only miss 8 hours of class total and pass the class. 

The college will make a 100% refund of registration fees if you officially withdraw from class before the first meeting.  Also if the class is canceled or full, GTCC will make a full refund. 
The college will refund 75% of the registration fee (of tuition only) if you officially withdraw from the class on the first day of class or before the class reaches the census date.  The census date varies from class to class.  Non-attendance is not a basis for a refund.