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Participants will learn about Human Resource Management practices, as well as how to plan, coach, and work in teams.  

Upon completion of the program, students will have a solid foundation for their career and be prepared for the Certified Customer Service Professional (CCSP) and Direct Contact Service Professional (DCSP) certification examinations. Students should review the exam requirements on the .

The DCSP designation is designed for direct contact employees, including customer service representatives, call center staff, etc., and focuses on pertinent topics such as customer interaction, communication, rapport and relationship building. To be eligible for the DCSP certification, applicants must have at least one year of experience actively participating in the field of customer service.

The CCSP designation is designed for management-level professionals, including supervisors, managers, and directors, and focuses on not only customer interactions and the foundations of service, but also other pertinent topics such as planning, coaching, teaming, and HR practices. To be eligible for the CCSP certification, applicants must have at least two years of experience actively participating in the field of customer service. 

The use of a computer with internet access is required.