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.


Customer service agent

Program Content

Code Statement of Competency Hours Credits
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

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
Hold an Attestation of Equivalence of Secondary Studies (AESS)
Have successfully completed the General Development Test (GDT) without specific prerequisites
Be at least 18 years of age
Meet the eligibility criteria for Emploi-Québec’s Manpower Training Measure

Specific Prerequisites

Language of instructionSecond languageMathematics
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Educational Organizations Offering the Program



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 4713 D To be determined


Places available
Admission by waiting list
Course full
Lester-B.-Pearson SB
Vocational Training Centre Group Status D/E Start Date
Verdun Adult and Career Centre 4713 D/E May 13th, 2023

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.

Average Salary

Costumer service — $20.00

Want to suggest a training? Write to us at [email protected].