Program Overview

Hospitality & Tourism Management, Customer Service Certificate

Program Description

Individuals completing this selection of coursework will be effectively trained in front-line customer service operations, supervisory skills related to customer service, and management components of customer service. This certificate is designed for students interested in working in customer service operations, supervisory roles, or management in various areas of business including retail management, hospitality, international and global relations, and more. Credits earned during the tenure of this certificate can be used toward further degrees.

Program Requirements

Program Core Courses

• HOST 164 - Customer Service Operations
• HOST 165 - Management, Supervision, and Leadership
• HOST 166 - Global Excellence in Customer Service

Total Program Credits: 11

Program Outcomes

This is a Certificate in Customer Service. Individuals completing this selection of coursework will be effectively trained in front-line customer service operations, supervisory skills related to customer service, and management components of customer service. This certificate is designed for students interested in working in customer service operations, supervisory roles, or management in various areas of business including retail management, hospitality, international and global relations, and more. Credits earned during the tenure of this certificate can be used toward further degrees.

Learners completing this course will comprehend the following:

1. Providing customer service in face-to-face interactions
2. Successful teamwork and collaboration in customer service environments
3. Cash and credit card handling including PCI compliance
4. POS and PMS computer softwares that function as extensions of front-line customer service situations
5. Strategic planning including mission, vision, values, & goal-setting
6. Employee motivation and power dynamics
7. Management functions and mentorship
8. Collaboration, communication, listening, and feedback
9. Conflict management
10. Building loyalty & trust with employees and customers
11. Sustainability in business environments

Program Notes

• This information does not substitute for meeting with a faculty adviser.
• Students must achieve a cumulative 2.0 GPA and a minimum 2.0 GPA in each core course to attain a certificate or AAS.
• Not all classes are offered every quarter, at night, online, or on the weekends.
• This program offers flexible registration and open-entry enrollment.
• Coursework is highly interactive and can include field-based internships.

Internal Coding