BUS105: Contact Center and Help Desk Procedures

2.5 Units (2 lecture hours, 2 lab hours)

Introduces students to general customer service procedures along with the basic skills required to become employed as a call center representative. In addition, students will practice typiing at least 25 wpm with 90% accuracy. Topics include telephone procedures, greeting customers, handling difficult customers, effective communication, finding solutions and time management, and formatting basic business documents using Microsoft Word. Utilizes computer simulaiton software to replicate a customer service environment. Includes attendance guidelines, basic email skills and etiquette. Students will also learn elementary database skills using Microsoft Access.

Prerequisite: None
Corequisite: None
Recommended Preparation: None

Formerly BOT 111