Course

Course Summary
Credit Type:
Course
ACE ID:
USCB-0033
Organization's ID:
G0115001-31
Organization:
U.S. Customs and Border Protection
Location:
Classroom-based
Length:
3 days (24 hours)
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Upper-Division Baccalaureate 3 international business
Description

Objective:

The course objective is to provide students the opportunity to acquire technical skills and soft skills as it applies to account management specific to a Partnership account, regardless of assigned Center of Excellence and Expertise. Students will learn how to identify account issues and solutions and apply newly learned soft skills to provide timely customer service to an account.

Learning Outcomes:

  • Explore the 10 Centers of Excellence and Expertise in the context of a Partnership Foundation.
  • Resolve account issues providing exceptional customer service.
  • Apply the Crucial Conversations ABC method to deescalate a conflict.
  • Identify a person’s tendencies as one of the four DISC Behavioral styles
  • Establish rapport with a new contact via a virtual introduction.

General Topics:

  • Partnership foundations and analysis
  • Technical skills
  • Presentation skills
  • Account management
  • Communication skills
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Case Studies
  • Classroom Exercise
  • Discussion
  • Laboratory
  • Learner Presentations
  • Lectures
  • Practical Exercises

Methods of Assessment:

  • Case Studies
  • Examinations
  • Presentations
  • Quizzes

Minimum Passing Score:

100%
Supplemental Materials