Customer Service Management Certificate - Middlesex Community College, Middletown CT

Effective Fall 2018, this certificate is no longer being offered at Middlesex Community College. However, continuing students already enrolled in this program may continue to pursue this certificate using the information below to ensure all requirements are met. It is highly recommended that current Customer Service Management students meet with their advisor to discuss all options.

Credit Certificate Program

This ten-course, 30-credit certificate is designed for an individual seeking a foundation in customer service or who is interested in starting one’s own business. The program will provide the knowledge, skills and attitudes necessary to enter the field or to complement experience already acquired on the job. Successfully completed courses will apply to an Associate in Science degree in Marketing.

Graduation Checklist

Customer Service Management Certificate – Graduation Checklist

A Graduation Checklist is a printable list of course requirements you will use when you meet with your academic advisor each semester. The checklist helps you keep track of your progress from when you first enter MxCC to when you are ready to graduate.

Customer Service Management Certificate by Requirements

Course	Credits	Prerequisite?
BBG115 Business Software Applications OR CST201 Management Information Systems	3	Eligible for either ENG101E or ENG101
BMG*202, Principles of Management	3	Eligible for ENG*101
BMG*204, Managerial Communications	3	ENG101 or ENG101E
BMK*106 Principles of Selling	3	Eligible for ENG101-ALP, ENG101E, or ENG*101
BMK*123 Principles of Customer Service	3	Eligible for either ENG101E or ENG101
BMK*201, Principles of Marketing	3	Eligible for ENG*101.
COM*173, Public Speaking	3	Either ENG101 ALP, ENG101E, or ENG*101.
ENG*101, Composition	3	Yes
Select two from the following: • BMK103, Principles of Retailing • BMG210, Principles of Organizational Behavior • BMK216, Internet Marketing • BMK230, Advertising & Promotion	6	Yes
Total Program Credits:	30

This page updated 1/10/18

Back in the 1950s, some women didn’t attend college right after high school, and while MxCC alumna Sally Smith liked to learn, she began college much later in life.

Originally from East Hampton, Sally grew up in Meriden and graduated from Meriden High School in 1958. Her father initially discouraged her from going to college or joining the Navy like her brothers. Instead, she started her own family. But years later, Sally was divorced and, because her children were still small, she had to sell her house and go on state aid. In order to get off Medicaid, Sally became a licensed practical nurse (LPN) through the Vinal Tech program in Middletown in 1973. While working as an LPN in a nursing home, Sally met a patient in her eighties who was a talented painter and always wanted to exhibit in her own art show. Sally simply went ahead and arranged an art exhibit and reception for her in Cheshire, where the patient even sold two paintings. “She was beside herself with joy!” recalled Sally. By the 1980s, Sally’s kids were grown and she explored the idea of attending college. She first attended Southern Connecticut State University, but that campus experience was not for her. Instead she decided to audit an algebra class at Middlesex Community College. She then enrolled in more classes and worked with a tutor to improve her grades. For a while, she lived near the former MxCC Meriden Center and also took classes there. She even reconnected with old acquaintance in one of her classes, Betty Berger. They knew each other previously when their kids were in dance class together. After attending MxCC part-time into the 1990s, Sally earned her associate degree in human services. “I had a very good experience at Middlesex. I enjoyed being there, and the teachers were great,” she reiterated. While still working as a nurse, Sally met an elderly male patient of Irish descent, who said he never had been to Ireland. She talked with his daughter to see if this was even physically possible for him to travel. She agreed, so Sally again proceeded to see how to arrange this for him. She spoke with other senior wish agencies that told Sally she would have to do all the work. If that was the case, why not start her own foundation with the mission of fulfilling the dreams of senior adults? In 2007, Sally and her friend Betty launched a nonprofit organization called Seniors Have Dreams, Too. The group’s purpose is “to make a difference in the lives of the elderly and create opportunities for seniors with limited resources to experience a lifelong dream.” The nationwide program is offered to seniors 65 years of age or older, living below the poverty level, and physically and mentally able to experience a wish. Receiving no grant money, the group operates on individual donations and holds an annual arts and crafts fundraiser. Recently, the organization granted several wishes—a 78-year-old woman with cancer living in Las Vegas went to a concert for the first time; a Connecticut woman’s dream was to visit the casino again with her friends; a woman in her eighties received piano lessons and recorded a CD; a former airline hostess rode in a helicopter—all made possible through the work of Sally’s organization. “No matter how old you are, you should always have something to look forward to. None of your memories should be old,” she said, who now lives in Wallingford. Sally still takes her nursing job very seriously. “ I love my job working in nursing homes. This is where I belong. I love working with the elderly and kids with disabilities. I’m getting things for nothing, and so I have to give back,” said Sally emphatically. What is Sally’s dream? “To complete a bachelor’s degree before turning 90 years old,” she said. “But now my job is to make people smile.” To donate, sponsor or apply for a dream, or attend the December 1 crafts fair, visit www.seniorshavedreams.org. October 2018

ENG*101 • ENG*101-ALP, Composition (3 credits) Fall • Spring • Summer Gen Ed Competencies: Written Communication in English Students will develop written texts of varying lengths and styles for different audiences and purposes. They will respond to rhetorical situations, use sources, craft logical arguments, apply language conventions, and formulate effective writing strategies. Reading Prerequisite: ENG*073 or ESL*173 with a grade of "C" or better, or placement, or SAT/ACT scores; Writing Prerequisites: ENG*063 with a grade of "C" or better; or placement; or SAT/ACT scores; or ENG*096 with a grade of “C” or better. (Updated Fall 2017) (Fulfills an “L” course requirement for students who enrolled in a degree program prior to the Fall 2016 semester.)

BMG*202, Principles of Management (3 credits) Gen Ed Competencies: Continuing Learning/Information Literacy, Critical Analysis & Logical Thinking, Global Knowledge An introduction to the principles of management and their application to business organizations. Emphasis is placed upon the management functions;development of a philosophy of total quality management; interpersonal behavior; and business problem solving activities. Prerequisite: Eligible for ENG*101. (Updated April 2018) (Fulfills a “D” course requirement for students who enrolled in a degree program prior to the Fall 2016 semester.)

BMG*204, Managerial Communications (3 credits) Gen Ed Competencies: Critical Analysis & Logical Thinking, Oral Communication in English The development of effective written, oral and electronic business communication. Selected assignments include writing business memos, letter and short reports, nonverbal communication, oral presentations, electronic mail and listening. Prerequisite: ENG*101 or ENG*101E. (Updated Fall 2017) (Fulfills an "L" course requirement for students who enrolled in a degree program prior to the Fall 2016 semester.)

ENG*101E, Composition Embedded (3 credits/4 contact hours) $$ Supplemental Course Fee Gen Ed Competency: Written Communication in English Composition focuses on the study and practice of effective written communication across a variety of rhetorical situations. The course develops skills in applying language conventions, engaging with and using authoritative sources, and crafting logical arguments. Composition with Embedded support meets the same outcomes as ENG*101, but offers students additional support through supplemental instruction, increased time on task, focused workshops, and/or tutoring. Reading Prerequisite: ENG* 073 or ESL *173 with a grade of “C” or better, or placement, or SAT/ACT scores; Writing Prerequisites: ENG*063 with a grade of “C-” or better; or placement; or SAT/ACT scores; or ENG*096 with a grade of “C” or better. (Updated Fall 2017) (Fulfills an “L” course requirement for students who enrolled in a degree program prior to the Fall 2016 semester.)

BMK*201, Principles of Marketing (3 credits) Gen Ed Competencies: Continuing Learning/Information Literacy, Critical Analysis & Logical Thinking, Global Knowledge An overview of the multifaceted discipline of marketing in a service-oriented economy. Consideration is given to market segmentation, target markets, consumer and industrial markets. Emphasis is placed upon developing a marketing mix,including product planning; pricing; the role of distribution; and promotional strategies. Prerequisite: Eligible for ENG*101. (Updated April 2018)

COM*173, Public Speaking (3 credits) Gen Ed Competency: Oral Communication in English Students will develop oral messages of varying lengths and styles that communicate across a variety of settings. Prerequisite: Either ENG*101ALP, ENG*101E, or ENG*101. (Updated November 2014) (Fulfills an "L" course requirement for students who enrolled in a degree program prior to the Fall 2016 semester.)

BMK*103, Principles of Retailing (3 credits) Gen Ed Competency: Critical Analysis & Logical Thinking The study of the retail sector of our economy and the role it plays in the marketing process. Emphasis is placed upon current trends in retailing and the factors responsible for change. The organization and operation of conventional retailing institutions and non-store methods of retailing will be explored. Prerequisite: Eligible for ENG*101-ALP, ENG*101E, or ENG*101. (Updated Fall 2017)

BMG*210, Principles of Organizational Behavior (3 credits) Gen Ed Competency: Critical Analysis & Logical Thinking This course examines concepts and theories that help managers understand, motivate, and supervise employees. Emphasis is placed upon interaction of individuals and groups relative to management’s actions and the organization’s needs. Contemporary case studies are presented to develop an effective management skill set. No credit awarded to students who have previously taken BMG*105, Supervision and Organizational Behavior. Prerequisite: BMG*202. (Updated Fall 2017)

BMK*216, Internet Marketing (3 credits) Gen Ed Competencies: Continuing Learning/Information Literacy, Critical Analysis & Logical Thinking This course introduces the student to this exciting, significant part of a business’ marketing mix: marketing on the Internet. Students will use the internet as a source for market research, a communication medium and as a distribution channel. Cyberspace is very fluid and every effort will be made to take full advantage of this medium. Some basic marketing and computer knowledge is necessary. Prerequisite: Eligible for ENG*101. (Updated Fall 2017)

BMK*230, Advertising and Promotion (3 credits) Gen Ed Competency: Critical Analysis & Logical Thinking A study of an organization’s marketing communications with consumers and other stakeholders. Theory characteristics and management of various promotion mix elements are surveyed, including advertising, sales promotion, public relations, direct marketing and personal selling. Prerequisite: BMK*201. (Updated Fall 2017)