Customer Service
Online Learning
*students may be asked to come to centre at teachers’ discretion
Start Date:
- September 5, 2023
- November 20, 2023
Length is 28 to 36 weeks
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
Online Learning
*students may be asked to come to centre at teachers’ discretion
Start Date:
- September 5, 2023
- November 20, 2023
Length is 28 to 36 weeks
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 | |