Customer service

Code	4713
Diploma	STC
Sector	Administration, Commerce and Computer Technology
Length of training	540 hours
Approximate duration in months	9 months
Number of credits	36

This program is offered in French:
4213 - Service à la clientèle

Training

Admission conditions and prerequisites

Organizations
offering
the program

At a glance

Useful links
and videos

Program Objectives

The Customer Service program prepares students to practise the occupation of customer service agent. As such, their tasks involve providing direct, personalized services to customers of private or public organizations in order to enhance the level of customer satisfaction and thus build or, if applicable, improve customer loyalty.
Working on behalf of companies or organizations, customer service agents help establish and maintain positive relations 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.

Occupation

Customer service agent

Program Content

Code	Statement of Competency	Hours	Credits
STC 021-301	The Occupation and the Training Process	15	1
STC 021-302	Principles of Customer Service	45	3
STC 021-303	Information on Products and Services	75	5
STC 021-304	Identifying Customer Traits	30	2
STC 021-305	Interacting with Customers	60	4
STC 021-306	Teamwork	30	2
STC 021-307	Providing Information to Customers	45	3
STC 021-308	Taking Customer Orders	30	2
STC 021-309	Sensitive Human Relations Situations	30	2
STC 021-310	Advising Customers	60	4
STC 021-311	Job Search	15	1
STC 021-312	Psychological Well-Being at Work	30	2
STC-021-313	Handing Claims	45	3
STC-021-314	Handing Complaints	30	2
		540	36

Admission Conditions and Prerequisites

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
(This STC is eligible for the TCST-STC bridge)

Admission requirements for the TCST-STC bridge

The admission requirements for the TCST-STC bridge are identical to those that apply to the TCST-DVS bridge:
- Hold a TCST;
AND - Be at least 16 years old on September 30 of the school year in which you start vocational training;
AND - Have earned the required credits in language of instruction, second language and mathematics in Secondary Cycle 1 in general education in the youth sector or in Secondary II in adult general education.

Educational Organizations Offering the Program

Region

Region:

Schedule:

All

Day

Evening

Specifics:

Laval

Legend

Places available
Admission by waiting list
Course full

CS Sir-Wilfrid-Laurier (Laval)

Vocational Training Centre	Group	Status	D/E	Start Date
CDC Laurier Pont-Viau	CUSTSERV5		E	To be determined

Costumer service

Customer service agents welcome, inform, guide and advise customers. They handle complaints and claims in the presence of the customer, by telephone, by email or by mail. A job as a customer service agent requires a courteous personality and good communication skills.