Code 4713
Sanction AEP
Secteur Administration, commerce et informatique (01)
Nombre d'unités36
Durée totale540 heures
Organismes scolaires offrant le programme
  • Objectifs et professions visées
  • Conditions d'admission
  • Contenu du programme

Objectifs du programme

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.

Fonction de travail

Customer service agent

Conditions d'admission

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

Contenu du programme

Code Énoncé de la compétence  Heures Unités
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 Advising Customers 60 4
STC-311 Job Search 15 1
STC-312 Psychological Well-Being at Work 30 2
STC-313 Handing Claims 45 3
STC-314 Handing Complaints 30 2
540 36