SNCS3000 - Customer Service Certificate Program

Course Description

The Customer Service Certificate Program is a workforce-focused training designed to prepare SNAP recipients for entry-level and advancement opportunities in customer-facing roles. This course combines industry-recognized online curriculum (e.g., ed2go) with in-person instruction and integrated ESOL support to strengthen both professional and communication skills.

Participants will learn how to deliver high-quality customer service by developing a positive and professional attitude, effectively responding to customer needs, and confidently handling complaints and challenging situations. The course explores the roles of internal and external customers, emphasizing how strong service practices contribute to organizational success and customer satisfaction.

Through interactive activities, role-plays, and real-world scenarios, participants will build practical skills in communication, problem-solving, teamwork, and workplace professionalism. Instruction also includes workplace expectations, cultural competency, and strategies for navigating diverse customer interactions. The ESOL support component reinforces key vocabulary, listening, and speaking skills needed for success in customer service environments.

By the end of the program, participants will be equipped with the knowledge, confidence, and communication skills needed to succeed in a variety of customer-facing roles and to provide consistent, high-quality service in the workplace.

Learner Outcomes

By the end of this course, participants will be able to:

• Demonstrate an understanding of the principles of excellent customer service
• Differentiate between internal and external customers and respond appropriately to each
• Apply effective communication strategies, including active listening and clear verbal responses
• Handle customer complaints and difficult situations using problem-solving and de-escalation techniques
• Demonstrate professionalism, including positive attitude, reliability, and appropriate workplace behavior
• Apply cultural awareness and sensitivity when interacting with diverse customers
• Work effectively as part of a team to support customer satisfaction
• Understand the role of customer service policies and consistency in service delivery
• Use appropriate workplace language and tone in both in-person and virtual interactions
• Build confidence in speaking and listening through integrated ESOL support

Notes

Instructional Material Will Be Provided to Students

 Requirements to Participate:

• Must be receiving SNAP benefits
• Cannot be receiving cash assistance (TAFDC or EAEDC)
• Must reside in the state of Massachusetts
• Must be able to travel to classes and mandatory orientation(s) on the Lawrence campus
• If non-native English speaker, must test in SPL-5+/NRS 5+ level

Please contact us snappathtowork@necc.mass.edu to get instructions on how to register.