Customer Service


Next cohort: December 9, 2022

This program will provide you with the confidence to perform at a higher than average ability in customer service which will help you accelerate your career path. Aside from the acquired competencies associated with the skills training certificate, it shows employers that you’re committed to your work and to improve on your abilities.

The customer service program prepares students to practice the occupation of customer service agent. Tasks involve providing direct, personalized services to customers of private or public organizations in order to enhance the level of customer satisfaction and improve customer loyalty. Working on behalf of companies or organizations, customer service agents help establish and maintain relationships with different types of customers. The main duties entail greeting, informing and advising customers, as well as handling claims and customer complaints, in person, on the telephone, or via e-mail, regular mail or fax.

Program objectives

To develop the skills necessary to determine the information to include on drawings, such as: solve problems related to industrial drafting, taking and interpreting measurements; develop the skills necessary to understand manufacturing, such as: interpreting technical information related to materials and manufacturing processes, illustrating the arrangement of components and power train systems; develop the skills necessary to interpret, carry out, and correct drawings and to produce sketches, to use specialized functions of a computer-aided drafting program, to produce detail drawings of mechanical components, assembly, mechanisms, piping and circuit diagrams, making three-dimensional drawings and designing a simple technical object; develop the necessary skills for multi-disciplinary teamwork and to integrate into school and work life.

Admission conditions

To be eligible for admission to the Customer Service program, candidates must meet the following requirements:
Have earned Secondary III credits in mathematics and Secondary IV credits or the equivalent in language of instruction and second language
OR
Hold an Attestation of Equivalence of Secondary Studies (AESS)
OR
Have successfully completed the General Development Test (GDT) without specific prerequisites
Be at least 18 years of age
OR
Meet the eligibility criteria for Emploi-Québec’s Manpower Training Measure

Program content

Code Competency Hours Units
STC-301 The Occupation and the Training Process 15 1
STC-302 Principles of Customer Service 45 3
STC-303 Information on Products and Services 75 5
STC-304 Identifying Customer Traits 30 2
STC-305 Interacting with Customers 60 4
STC-306 Teamwork 30 2
STC-307 Providing Information to Customers 45 3
STC-308 Taking Customer Orders 30 2
STC-309 Sensitive Human Relations Situations 30 2
STC-310 Job Search 60 4
STC-311 Psychological Well-Being at Work 15 1
STC-312 Handing Claims 30 2
STC-313 Correct a drawing 45 3
STC-314 Handing Complaints 30 2
TOTAL 540 36

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