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National College Credit Recommendation Service

Board of Regents  |  University of the State of New York

LOMA | Evaluated Learning Experience

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Customer Contacts: Strategies and Operations (PCS 392)

(Management Strategies for Customer Service Operations)

Varies-independent study.

Independent study and proficiency examination program administered from the central offices of LOMA.
January 2002 - December 2012.
Instructional delivery format: 
Proficiency exam
Learner Outcomes: 

Upon successful completion of the course, students will be able to: explain the role and importance of customer contacts in the financial services industry; describe customer access strategies and their influence on an organizations overall success; identify the factors financial services firms consider when developing and improving customer contacts; explain various ways organizations can be structured to provide customer contacts; describe various processes financial services firms use to provide customer contacts; and describe the uses of technology in facilitating customer contacts.


Major topics include: an overview of customer contacts; participants and expectations; strategic and tactical planning; key planning issues; organizational structure; workflow processes; workforce management; human resources in customer contacts; managing technology in customer contacts; types of customer contact technology; knowledge management in customer contacts; and measuring and reporting customer contacts.

Credit recommendation: 

In the lower division baccalaureate/associate degree category OR in the upper division baccalaureate degree category, 2 semester hours as an elective in Business Administration (6/02) (1/08 revalidation). NOTE: If this course and Customer Relationship Management (PCS 393) are both completed, a total of 5 semester hours are recommended for both courses in the lower division baccalaureate/associate degree category, or in the upper division baccalaureate degree category, as an elective in Business Administration.