Workforce Certificate

Customer Assistance Technology (5619)

Customer service is a growing field with high income potential for those who learn to deliver superior service. Employers will be impressed with your attainment of this workforce certificate, which focuses on a variety of vital skills: interpersonal communications, conflict resolution, leadership, decision-making, problem-solving, and supervision. The program includes diversity awareness, telephone techniques, and technical applications used in the customer care environment.

The Test of Adult Basic Education (TABE) is a major criterion in a student’s completion of the program. Students who fail to meet the State of Florida’s designated exit score will be required to complete the Vocational Preparatory Instruction (VPI). In order to complete the program successfully, students must achieve or surpass the designated exit score(s). See Standards of Academic Progress.

Application
Students enrolled in this program may be required to enroll in basic skills training. This will be determined by their scores on the Test of Adult Basic Education (TABE). Students should be advised by the instructor or the program manager before enrolling in courses.

Cost
Estimated tuition is $873 (for Florida residents, as of 7/06). Estimated cost for books and materials is $250.

Curriculum

Professional Courses		Contact Hours	Workforce Credits
*VPI 0100	Basic Reading Skills
*VPI 0200	Basic Mathematical Skills
*VPI 0300	Basic Language Skills
OTA 0900	Business Systems and Technology	150	5.00
MKA 0043	Customer Assistance I	150	5.00
MKA 0047	Customer Assistance II	150	5.00
	Total Contact Hours:	450	15.00

*Students who have satisfactory test scores are not required to take these courses.