# Customer Service Academy (Noncredit Certificate)

Shasta College · 2026-2027 Catalog · Department: Business

Source: https://scmainweb.s3.us-west-1.amazonaws.com/files/resources/catalog-2026-2027-compressed.pdf#page=62

### Program description

The Customer Service Academy will equip students 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).

This certificate is approved through the California Community College Chancellor’s Office. Upon satisfactory completion of the listed requirements and filing an application for graduation with Admissions and Records, the student’s transcript will reflect completion of this certificate.

### Program learning outcomes

Upon successful completion of this certificate, the student should be able to:

1. List ways in which to communicate more effectively to both internal and external customers.
2. Recognize conflict styles and manage conflict situations utilizing conflict resolution skills.
3. List ways to maintain/change your attitude in order to provide superior customer service.
4. Embrace change within organizations and apply skills to cope with change.
5. Self-assess individual attitude, stress, communication style, personality style and apply skills to work with team members who possess different styles.

| Course | Title | Units |
| --- | --- | --- |
| **Required noncredit courses** | |  |
| BSOT-320 | Time & Stress Management in the Workplace | 0 |
| BSOT-321 | Decision Making, Problem Solving, and Conflict Resolution | 0 |
| BSOT-322 | Customer Service and Attitude in the Workplace | 0 |
| BSOT-323 | Communication and Team Building | 0 |
| BSOT-324 | Values, Ethics, and Organizational Change | 0 |