Client Relations

College-Approved Certificate (6 courses) Part-time Online
Program Code: 1803X07PWO Academic Year: 2016/2017

This program is listed under the following fields of study:

Our Program

Learn the strategies and techniques to solidify and enhance your client relations skills and build positive, lasting relationships with clients. This College Certificate program prepares students to develop 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 effective corporate service culture.

To qualify for this certificate, you must complete the program within three years.

Success Factors

This program is well-suited for students who:

  • Have sound oral and written communication skills.
  • Enjoy analyzing problems and proposing solutions.
  • Are effective working individually or in a team environment.
  • Sets goals and commits to their achievement.

Your Career

Employment opportunities may exist in diverse business organizations. Graduates may secure employment in service sectors, such as retail, hospitality, contact centre and business office environments.

Fees & Expenses

Fees for part-time programs are charged on a course-by-course basis and are published on each individual course page. For questions related to fees, please call the Registrar's Office at 613-727-0002.

Graduation Fee

Once you have completed all the courses in the program, it is the responsibility of the student to contact the Registrar's Office to obtain a certificate/diploma application. A graduation fee of $40 will be charged when the application is submitted. When your certificate/diploma application has been approved, you will be invited to Spring or Fall Convocation.

Admission Requirements

College Eligibility
  • Ontario Secondary School Diploma (OSSD) or equivalent, OR
  • Mature Student status (19 years of age or older and without an OSSD).
College Eligibility
  • Ontario Secondary School Diploma (OSSD) or equivalent, OR
  • Mature Student status (19 years of age or older and without an OSSD).


CCOL Academic Planner

The Academic Planner provides registered part-time students in the Centre for Continuing and Online Learning (CCOL) the ability to declare into a program of study. The Academic Planner outlines successfully completed courses to date, as well as courses that need to be completed in order to meet graduation requirements. It is therefore, essential that all part-time students in CCOL declare to their program of study, allowing administrators to plan course offerings. The tool is available on ACSIS, located under 'Continuing Education' on the left-hand toolbar.

Program Progression

As per policy AA39: Program Progression and Graduation Requirements when students are admitted to a program, they are assigned to the Program of Study that aligns with their start date. If a student takes a break for two or more consecutive terms the Program of Study is reset to align with the current version (when studies are resumed). For more information please contact your Program Coordinator.

September 2013 and before August 2015

If you started the Client Relations Certificate program between September 2013 and before August 2015, to complete the Certificate you need to successfully complete CAL0001, COM0001, CAL5009, CAL5010 or equivalent core courses:

2015/2016 Program Progression

If you started the Client Relations Certificate program between August 2015 and before September 2016, to complete the Certificate you need to successfully complete: CAL0001, COM0001, CAL5009, CAL5010 or equivalent core courses:

2016/2017 Program Progression

If you started the Client Relations Certificate program after September 2016, to complete the Certificate you need to successfully complete: CAL0001, COM0001, CAL5009, CAL5010 or equivalent core courses:

Additional Information

For more information, please contact Vessela Zaykova, Program Coordinator, at 613-727-4723 ext. 7731 or


Online:Online Learning   On campus: On Campus
HoursCourse NameFallWinter
CAL000148.0Building and Maintaining Customer RelationshipsOnline Learning
CAL500945.0Strategies for Fostering Client LoyaltyOnline Learning
CAL501045.0Developing Client Service TeamsOnline Learning
COM000130.0Creating a Corporate Service CultureOnline Learning
Elective: choose 2
LFS550645.0Ethical Decisions in LeadershipEthical Decisions in Leadership

There are no classes currently scheduled for this course.

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MGT231045.0Management PrinciplesOnline Learning Online Learning
MGT238260.0Organizational BehaviourOnline Learning Online Learning On Campus
MGT511540.0Management/Leadership SkillsOnline Learning Online Learning Blank Icon


CAL0001 Building and Maintaining Customer Relationships

Students develop an understanding of customer service and the skills associated with understanding the needs of customers, meeting those needs and fostering an environment that encourages customers to return.

CAL5009 Strategies for Fostering Client Loyalty

Goods and services are no longer an adequate basis for establishing relationships with clients because they attach an emotional connection to the products they use and to the businesses at which they shop. Students explore insights and ideas in order to create lasting and genuine customer relationships that withstand the competitive overtures of other companies. They 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 help to determine the pulse of client relationships.

CAL5010 Developing Client Service Teams

Students explore the economics of client value and the importance of building a quality service delivery team that ensures that service is provided in a stellar fashion and that employees buy into corporate culture and strategies that deliver the bottom line stakeholders are hoping to achieve.

COM0001 Creating a Corporate Service Culture

Students review the basics of corporate culture and how corporate culture impacts on customer service. Areas of study include service environment, organizational openness and influencing others to adopt a service culture. As a project, students learn to create a customer service culture action plan based on identifying gaps between current and desired practices.

MGT2310 Management Principles

Focus is placed on the development of modern management; organizational theory; the processes of planning, organizing, directing, and controlling; communications; behavioural strategies and techniques; ethical and social responsibilities in the practice of management; and an overview of human relations.

MGT2382 Organizational Behaviour

The nature of human dynamics within an organizational context from the perspective of the human resources practitioner is explored. Areas of study include stress management, human communications, learning and motivation, ethics, creativity, leadership, decision making, power and conflict, team dynamics, organizational culture and change management.

Pre-requisites: MGT2381

MGT5115 Management/Leadership Skills

Students gain an understanding of management and leadership styles and develop a personal leadership style. In today's changing economic and political climate, the role of a manager/supervisor is extremely demanding and complex. In addition to managing the many practical aspects of a business operation, managers/supervisors must provide leadership by motivating, empowering and supporting staff. Problem-solving and team-building skills are essential.