Identify key concepts of customer service, explain the role of effective communication, and apply best practices for delivering excellent service across various platforms. Through real-world scenarios, students will analyze customer interactions, create problem-solving strategies, and evaluate the effectiveness of service techniques. This course equips learners with foundational customer service skills critical for meeting customer needs and enhancing satisfaction in diverse business environments.

Introduces learners to the basic concepts of using Microsoft PowerPoint with hands-on, project based activities. Learners will develop foundational skills by applying concepts explored to create new presentations, adding and formatting slides, navigating a slide show, inserting images/backgrounds, adding transitions, adding animations and working with charts, WordArt and tables.

Introduces keyboarding techniques (proper finger usage and body position) through hands-on touch typing. Learners are introduced to the QWERTY keyboard (alphabet, number and symbol keys).

Apply professional workplace communication skills using digital tools and technologies to support administrative operations in on-site, hybrid, and remote work environments. Learners use email, messaging platforms, video conferencing systems, scheduling tools, collaborative applications, business telephone technologies, and artificial intelligence (AI) tools to communicate effectively, manage administrative workflows, and support internal and external customers. Emphasis is placed on digital professionalism, audience awareness, customer service, ethical communication, intercultural communication, collaboration, workflow management, and the secure, responsible use of workplace technologies.

Introduces the learner to managing and creating professional business email communication, contacts/groups, appointments, and meeting scheduling within Microsoft Outlook. Learners will further examine and manage the Microsoft Outlook environment for productivity.

Develop proper use of punctuation, number usage, capitalization, grammar, word choice and spelling to communicate effective writing and proofreading in a business environment. General Windows and MS Word experience strongly suggested.

Introduces learners to the basic concepts of using Microsoft Word with hands-on, project based activities. Learners will develop foundational skills by applying concepts explored to start Word, create a new document, create business letters, flyers, brochures, research papers, resumes, work with SmartArt, apply basic formatting and more.

Introduces learners to the basic concepts of using Microsoft Excel with hands-on, project based activities. Learners will develop foundational skills by applying concepts explored to effectively utilize the functions and features of Microsoft Excel including creating worksheets, entering/editing data, selecting cells/ranges, creating basic charts, formatting entries and creating/modifying basic formulas.

Explores goal setting, business and social etiquette, business grooming and wardrobe, professional ethics, attitudes and standards. Learners will also explore job search strategies, professional growth, successful personal/interpersonal work-related behavior and soft skills.