Customer Service Certificate - 0251

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Customer Service Certificate 12 Semester Hours; Curriculum: 0251
Courses for Preparation:	Credit Hours
MKT 151 Customer Service	3
One course from the following: MGT 101 Management and Supervision (3) MGT 121 Principles of Management (3) MGT 205 Organizational Behavior (3) MGT 232 Managing Diversity in the Workplace (3)	3
One course from the following: MKT 131 Principles of Marketing (3) MKT 161 Principles of Professional Selling (3) MKT 230 Consumer Behavior (3) MKT 249 Customer Relationship Management (3)	3
One course from the following: MGT 117 Human Relations in the Workplace (3) MGT 118 Effective Management Communications (3) MGT 210 Business Etiquette (3) PSY 101 Introduction to Psychology (3) SPE 103 Effective Speech (3) SPE 115 Interpersonal Communications between Cultures (3)	3
Total Semester Credit Hours for Certificate:	12

This is a SAMPLE semester-by-semester schedule for the Customer Service Certificate.

Some of the courses in this program have prerequisites. The sample schedule below takes into account these prerequisites. To learn which courses have prerequisites, see course descriptions in the Oakton catalog.

Only when a course has a prerequisite that is not part of the program is the prerequisite noted in parentheses.

Fall
-MKT 151 Customer Service

One Course from the following:
-MGT 101 Management and Supervision
-MGT 121 Principles of Management
-MGT 205 Organizational Behavior (recommended prerequisite MGT 117)
-MGT 232 Managing Diversity in the Workplace

One course from the following:
-MKT 131 Principles of Marketing
-MKT 161 Principles of Professional Selling
-MKT 230 Consumer Behavior
-MKT 249 Customer Relationship Management (recommended prerequisite MKT 131)

One course from the following:
-MGT 117 Human Relations in the Workplace
-MGT 118 Effective Management Communications (recommended prerequisite EGL 101 or placement into EGL 101)
-MGT 210 Business Etiquette
-PSY 101 Introduction to Psychology
-SPE 103 Effective Speech
-SPE 115 Interpersonal Communications between Cultures (prerequisite EGL 101 or SPE 103 or consent of instructor)

Itemization of Costs:
(2010-2011 Academic Year)
Tuition and fees are subject to change without notice.

District Residents
Application Fee =	$25.00
Tuition for district residents =	$1,123.20
Registration Fees =	$15.00
Lab Fees =	$0.00
Books =	$500.00
Graduation Fee =	$25.00
Total Cost of Program for a district resident =	$1,688.20

Out-of-District Residents
Application Fee =	$25.00
Tuition for out-of-district residents =	$3,485.76
Registration Fees =	$15.00
Lab Fees =	$0.00
Books =	$500.00
Graduation Fee =	$25.00
Total Cost of Program for an out-of-district resident =	$5,050.76

Out-of-District Residents who wish to enroll in an Oakton program not available at their home institution may apply for a chargeback or joint agreement to attend Oakton at the in-district rate. If you wish to attend Oakton under a joint agreement or chargeback, you need to contact the Admissions Office at your home college. Most colleges require you to apply for a chargeback or joint agreement at least 30 days prior to the beginning of the semester.

Explanation of tuition and fees:
Oakton has a one-time Application Fee of $25.00.

Oakton Tuition, plus student activity fee for district residents is $93.60 per semester hour. Twelve hours multiplied by $93.60 (district residents) = $1,123.20.

Oakton Tuition, plus student activity fee for out-of-district residents of Illinois is $290.48 per semester hour. Twelve hours multiplied by $290.48 (out of district residents of Illinois) = $3,485.76.

A Registration Fee of $15.00 is charged each semester.
Number of semesters needed to complete program will depend on number of courses for which a student enrolls per semester. For the purpose of estimating cost: One semester multiplied by $15 = $15.00.

Lab fees for courses in the Customer Service Certificate total $0.00.

It is not possible to provide the exact cost of Books. A safe estimate would be $125.00 per course. Four courses multiplied by $125.00 = $500.00

A graduation fee of $25.00 is charged when the student petitions for graduation.

Meet with an Academic Advisor if you Know the Program You Want to Study:
If you know which academic program(s) in which you are interested, make an appointment with an Oakton Academic Advisor. Note, program information will not be provided over the telephone.

Advising and Counseling Center
Room 1130
Des Plaines Campus
1600 East Golf Road
Des Plaines, Illinois 60016
847.635.1741

Enrollment Center
Room A100
Skokie Campus
7701 North Lincoln Avenue
Skokie, Illinois 60077
847.635.1400

Oakton’s Advising and Counseling Center created its own form to be used for program research: “Degree/Certificate Estimate Worksheet.” This is the only form which will be completed by Oakton Academic Advisors.

Meet with a Career Counselor if You are Undecided:
If you have not made a decision about the career you want to pursue, make an appointment with a Career Counselor in Oakton’s Career Services. Career Services does not offer walk-in career counseling or career counseling via the telephone.

Career Services is located in Room 1125 on the Des Plaines Campus and career counseling is provided within the Enrollment Center, Room A100 on the Skokie Campus.

Career Services
Des Plaines Campus
1600 East Golf Road
Des Plaines, Illinois 60016
847.635.1735

Enrollment Center
Skokie Campus
7701 North Lincoln Avenue
Skokie, Illinois 60077
847.635.1400

Starting and Ending Dates:
Oakton cannot provide the dates that the "training" will begin and end. Many factors can impact the number of semesters a student will need to complete a certificate or associate degree. Factors include the semester in which the student begins his or her studies (fall, spring or summer), the number of courses for which a student enrolls per semester, course prerequisites, or placement into developmental English, reading and/or mathematic courses. The exact number of weeks a specific student would take to complete a specific program varies significantly.

Typically, the Fall semester begins the last week in August and ends mid December. The Spring semester begins the second week in January and ends mid May. The Summer term begins the first or second week in June and ends the last week of July.

Placement Tests and Prerequisites can Impact the Number of Credit Hours Required:
While this page has noted the number of credit hours for a certificate or associate degree, we are unable to state the number of developmental courses that may be required.

Students who wish to enroll in a math or composition course or other courses with math or composition prerequisites must take English and math placement tests (or present appropriate ACT/high school or college transcript data) to meet course prerequisites. In addition, full-time students will be required to take English and math placement tests (or present appropriate ACT/high school or college transcript data) to assist in educational planning and advising.

Placing into developmental courses or needing to complete other required course prerequisites may increase the number of credit hours for any given student. Some registration restrictions may occur based on placement test results.

An exit test is given at the end of each developmental English and English for the Non-Native Speaker course. The results of this exit test are used to determine the next English course placement. Advancement through English for developmental and Non-Native Speaker courses is determined by skill level, not by a predetermined sequence.

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Copyright © 2002-10 Oakton Community College. Last update 1/14/2010