Across industries and business sectors customer service is at the core of lasting client relationships. This certificate goes beyond the basics of how to provide outstanding customer service. You will also gain the techniques and strategies to build teams of staff dedicated to excellent service delivery, to identify, mitigate and avoid confrontational situations with internal and external clients, and to create and promote an organizational service culture. Add this certificate to your resume to make it stand out.
- 19 years or older, or completed an Ontario Secondary School Diploma or equivalent
- Basic Windows computer and internet skills (managing files and folders, keyboarding, email and Internet searches)
Certificates must be completed within five years. Once you have completed all certificate requirements, please contact us again for your official certification.
Courses in Client/Customer Relations
Electives - Choose 2
Electives - Choose 2
Behaviour Management & Crisis Intervention (SOCI007)
Become confident using effective conflict management and communication strategies in an interactive setting. Best practices in care-giving situations will be studied along with the impact of personal values, institutional settings, and other factors of dysfunctional behaviour. Self-care and self-evaluation of the care-giver will also be emphasized.
Creating a Corporate Service Culture (BUSN075)
This course reviews the basics of corporate culture and how corporate culture impacts on customer service. Areas of study will include service environment, organizational openness, and influencing others to adopt a service culture. Participants will create a customer service culture action plan, based on identifying gaps between current and desired practices, as a project in this course. (AL-COM0001)
Developing Client Service Teams (BUSN247)
Explore the economics of client value and the importance of building a quality service delivery team that ensures that excellent service is provided. Understand the importance of employee buy-in of the corporate culture and strategies that deliver the bottom line stakeholders are hoping to achieve.
Strategies for Fostering Client Loyalty (MKTG131)
Strong client relationships are no longer based solely on goods and services, they are based on the emotional connection a client feels for their supplier. Discover ways to create lasting and genuine customer relationships that will withstand the competitive overtures of other companies. Explore the process of developing and sustaining client relationships that establish an emotional connection, manage difficult relationships (such as those that take place via technology or at great distances) and determine the pulse of client relationships.
Principles of Sales (BUSN065)
Practice the basic concepts needed to understand sales and to sell effectively in a Business to Business environment. Develop a framework to prospect customers, prepare for sales calls and make strategic and ethical decisions to develop business. You will use your video equipment or web cam to prepare and submit oral/visual presentations.
Customer Service: Modern Approach (BUSN246)
In a global economy, exemplary customer service for a diverse clientele, both internal or external, is key. Discover the verbal and nonverbal communication skill that can create customer satisfaction, retention and loyalty in a variety of industries and business sectors.
Customer Service and Ethics (BUSN186)
The subject is designed to focus on dealing with a diverse range of customers. Students will focus on topics pertaining to the achievement of equity in various social and work settings, including, but not limited to, race, gender, ethnicity and social orientations. This course will deal with social and ethical issues of diversity and will identify possible strategies for empowerment in the workplace.
Introduction to Intercultural Communication (COMM100)
Learn the definition of culture and explore intercultural communication theories, such as differences in gestures, personal spaces, and customs. Enhance your personal and professional ability to communicate with people from different origins comfortably.
Intervention Plans and Planned Interventions (SOCI178)
The principles of learning will be explored through a strengths-based CYC perspective. Learners will be introduced to the main concepts of classical and operant conditioning as well as observational learning. There will be an emphasis on the application of the principles of learning demonstrated by the learners through the creation of their own personal and professional development plans that meet the needs behind their behaviors.