Customer service

Code	4713
Sanction	AEP
Secteur	Administration, commerce et informatique
Durée totale	540 heures
Nombre d'unités	36

Ce programme est offert en langue française :
4213 - Service à la clientèle

Formation

Conditions d'admission
et préalables

Organismes
offrant le
programme

Métier(s)
en bref

Liens utiles
et vidéos

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

Contenu du programme

Code	Énoncé de la compétence	Heures	Unités
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

Conditions d'admission et préalables

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.

Organismes scolaires offrant le programme

Région

Région :

Horaire :

Tous

Jour

Soir

Particularité :

Laval

Légende

Places disponibles
Admission sur liste d'attente
Cours complet

CS Sir-Wilfrid-Laurier (Laval)

Centre de formation professionnelle	Groupe	État	J/S	Date de début
CDC Laurier Pont-Viau	CS3		S	23 jan. 2023
	CS2		S	5 sept. 2023

Agent au service à la clientèle

Les agentes et les agents au service à la clientèle accueillent, informent, orientent et conseillent la clientèle. Ils traitent les réclamations et les plaintes en présence du client, par téléphone, par courriel ou par courrier. Un emploi comme agent au service à la clientèle réclame une personnalité courtoise et des habiletés en communication.