{
  "college": "shasta-college",
  "edition": "2026-2027",
  "departmentName": "Business",
  "id": "business--customer-service-academy-certificate",
  "name": "Customer Service Academy",
  "award": "Certificate",
  "department": "business",
  "sourceUrl": "https://scmainweb.s3.us-west-1.amazonaws.com/files/resources/catalog-2026-2027-compressed.pdf#page=62",
  "blocks": [
    {
      "kind": "text",
      "markdown": "### Program description\n\nThe Customer Service Academy will equip you with the ability to manage or improve many workplace issues that, if addressed, will lead to improved productivity. The topics range from conflict resolution to team building to communicating with people (both employees and customers).\n\nThis is a locally approved certificate. Upon satisfactory completion of the listed requirements and application for completion of the certificate to Admissions and Records, the student will receive a certificate of completion. This certificate program is not approved through the California Community College Chancellor’s Office, therefore, completion of the certificate will not be listed on the student’s transcript.\n\n### Program learning outcomes\n\nUpon successful completion of this certificate, the student should be able to:\n\n1. List ways in which to communicate more effectively to both internal and external customers.\n2. Recognize conflict styles and manage conflict situations utilizing conflict resolution skills.\n3. List ways to maintain/change your attitude in order to provide superior customer service.\n4. Embrace change within organizations and apply skills to cope with change.\n5. Self-assess individual attitude, stress, communication style, personality style and apply skills to work with team members who possess different styles."
    },
    {
      "kind": "courselist",
      "title": "Requirements for certificate",
      "rows": [
        {
          "type": "course",
          "code": "BSOT-120",
          "title": "Time & Stress Management in the Workplace",
          "units": "1",
          "indent": false
        },
        {
          "type": "course",
          "code": "BSOT-121",
          "title": "Decision Making, Problem Solving, and Conflict Resolution",
          "units": "1",
          "indent": false
        },
        {
          "type": "course",
          "code": "BSOT-122",
          "title": "Customer Service and Attitude in the Workplace",
          "units": "1",
          "indent": false
        },
        {
          "type": "course",
          "code": "BSOT-123",
          "title": "Communication and Team Building",
          "units": "1",
          "indent": false
        },
        {
          "type": "course",
          "code": "BSOT-124",
          "title": "Values, Ethics, and Organizational Change",
          "units": "1",
          "indent": false
        },
        {
          "type": "total",
          "text": "Total units for certificate",
          "units": "5"
        }
      ]
    }
  ]
}