Maricopa Skill Center (MSC), a workforce-training school within the Maricopa Community Colleges system, is currently enrolling for its three customer service programs. MSC recently revamped its customer service curriculum because of demand from Valley employers. According to Economic Modeling Specialists International (EMSI), the need for customer service representatives in the Valley will grow by 4.8% by 2016. The EMSI estimates that customer service jobs will grow from 45,699 in 2012 to 47,888 jobs in 2016, which equals over 500 jobs added each year.
Valley employers have been keenly aware of the need for more highly trained customer service professionals, says Mona Starks, MSC’s customer service and travel instructor. She said that employers began contacting her in 2009 to ask if MSC offered any customer service training.
“When we decided to revamp our customer service program and needed employers for our advisory board, we found a lot of local support,” Starks said.
MSC’s Customer Service advisory board consisted of representatives from local employers in various industries: American Express, Bank of America, Desert Schools Federal Credit Union, Norwegian Cruise Line, SkyMall, Southwest Airlines, SRP, and Verizon Wireless.
Two of the major training needs advisory board members emphasized were professional communication (written and verbal) and technical skills. Younger workers often used “text-speak” in written communication instead of correct grammar and spelling, and workers of all ages lacked verbal communication skills – proper phone etiquette, empathizing with customers, and sales skills. Workers needed updated technical skills, as they spend much of their time using multiple software, windows and monitors.
MSC used findings from this advisory board to redesign its customer service curriculum. Now, MSC offers three certificate programs: Customer Service Representative, Customer Service Representative for Retail, and Customer Service Representative for Travel & Tourism. All three programs are eligible for financial aid, accept new students on a weekly basis, and take less than a year to complete. Internship opportunities are also available. Starks has already begun working on customer service programs specific to the financial and insurance industries.
MSC’s programs give students hands-on experience using the software and equipment that they would use in an actual work environment. Students use VOIP telephones, have their phone conversations recorded, gain proficiency in Microsoft Office, and learn sales skills. Students enrolled in the Retail program learn how to manage a physical retail business, and students in the Travel & Tourism program learn specific reservations systems and skills in travel sales. Certifications earned through completion of these programs include Internet and Computing Core Certification (IC3), National Professional Certification in Customer Service, National Professional Certification in Sales, and the Travel Agent Proficiency (TAP) Certification.
Members of the advisory board expressed that they preferred to hire employees who either had some college or customer service training. In their experience, these workers were likelier to remain on the job longer than those without any college or training.
Starks is looking forward to teaching new students and sees a bright future for those interested in customer service, regardless of the industry.
“Customer service is used by every company and isn’t limited by industry. It is a growing field, with skills that are transferrable to any industry,” Starks said.
To learn more about MSC’s customer service programs, contact 602.238.4301.