Course

Program Description:

Program Objective:

Learning Outcomes:

• identify and use various business technical skills within a range of occupational settings and customer interaction points.
• define the general field of business including budgeting, finance, accounting, marketing, and business structures
• utilize data sets to map out consumer journeys and relationships with brands;
• articulate how data impacts marketing efforts and larger business concerns;
• evaluate the effectiveness of decision strategies for winning and keeping customers;
• balance ethical guidelines for data capture and usage with the need for operational efficiencies;
• employ customer relationship management tools, to apply business logic to consumer tracking and marketing communications.
• understand, demonstrate, and apply methods involved to support the T-Mobile Customer environment;
• analyze customer challenges and apply marketing principles to identify solutions to meet the customer needs;
• evaluate the symptoms for a specific hardware problem and recommend solutions;
• function effectively as a member or leader of a team engaged in activities appropriate to the task;
• identify and analyze user needs then, recommend, and integrate approved solutions;
• demonstrate and apply knowledge and skill sets acquired from the apprentice courses and workplace simulations to the assigned job function;
• exhibit critical thinking and problem-solving skills by analyzing underlying issue/s and apply to customer challenges;
• recommend ideas to improve work effectiveness and efficiency by analyzing customer requirements then consider and communicate viable options
• synthesize, integrate, and apply practical skills, knowledge, and training learned during the apprentice curriculum;
• apply professional experiences in the work environment that focuses on customer loyalty and long-term customer engagement;
• synthesize a personal philosophy and framework for professional Customer Service;
• articulate the role of the Customer Relationship Technician in influencing the effectiveness of a customer service organization;
• utilize an assessment model to identify customer needs, assets, resources, and opportunities;
• collaborate with other technicians, to expand knowledge of interprofessional roles in the advancement of organizational goals;
• complete a variety of problem-solving tasks involving individuals, groups, and communities;
• evaluate techniques essential to professional practice, inquiry, analysis, assessment, planning and action then apply to the customer
• develop a foundation for designing effective messages, both written and oral, from concept to delivery.
• emphasizes elements of persuasive communication: how to design messages for diverse and possibly resistant audiences, and how to present information in a credible and convincing way.
• practice drafting and editing clear, precise, and readable written business documents.
• develop and deliver presentations using appropriate and effective visual support that presents a persuasive argument that demonstrates relevance and benefits to an audience at different levels of expertise.
• understand and appropriately utilize multiple decision-making and problem solving techniques and models;
• collect, analyze and synthesize data;
• conduct a course of action (COA) analysis;
• demonstrate advanced problem solving and decision-making skills;
• develop course of action analysis in an action plan
• develop an effective sales presentation focused on the needs of the consumer;
• describe, develop, and demonstrate effective sales techniques;
• describe and explain effective sales management behaviors;
• develop and demonstrate competency in professional selling approaches, conversations and presentations, and sales management techniques;
• describe and explain creating value in the buyer-seller relationship, prospecting, sales call planning, communicating the message, negotiating for win-win solutions, and closing the sale
• describe basic operations of computer hardware and software;
• perform basic Operating System operations;
• process information using word processing, spreadsheets, email, and related tools;
• identify types of storage;
• describe the use of files and folders;
• use the Internet and online resources;
• apply security and privacy concepts in all computer activities.
• Troubleshoot and maintain mobile devices.

General Topics: