BUS 259 - Customer Service Representative Practicum

1. Explain how the function and service provided by a call center contribute to organizational effectiveness.
2. Identify customer issues, analyze root causes, make appropriate decisions, and ensure correct results and ongoing customer support.
3. Compose customer communications that articulate root causes and solutions in a concise and empathetic manner and utilize a variety of communication mediums, which may include chat, email, text, and social media methods.
4. Resolve customer issues by applying the following skills: Utilizing Standard Operating Procedures (SOPs), Negotiation, and Conflict Resolution.
5. Verbally articulate root causes and solutions in a concise and sympathetic manner.
6. Implement effective human relations skills in a contact center environment by contributing to a team process improvement project.
7. Apply computer and technology proficiency while participating in a call center simulation lab by engaging with customers, recording call information, troubleshooting, and documenting resolution.

1. Demonstrate leadership competencies and teamwork skills necessary to resolve interpersonal and organizational challenges that most often occur in the modern workplace.
2. Communicate clearly, appropriately, and persuasively to business stakeholders, both orally and in writing.      
3. Describe the basics of strategic planning and creative problem solving.
4. Explain the methods for organizing and delegating work.
5. Discuss self-management skills related to areas such as goal setting, self-esteem, and problem solving.

• Critical Thinking - Critical thinking finds expression in all disciplines and everyday life. It is characterized by an ability to reflect upon thinking patterns, including the role of emotions on thoughts, and to rigorously assess the quality of thought through its work products. Critical thinkers routinely evaluate thinking processes and alter them, as necessary, to facilitate an improvement in their thinking and potentially foster certain dispositions or intellectual traits over time.
• Responsibility - Responsibility encompasses those behaviors and dispositions necessary for students to be effective members of a community. This outcome is designed to help students recognize the value of a commitment to those responsibilities which will enable them to work successfully individually and with others.