Learn the strategies and techniques to solidify and enhance your client relations skills and build positive, lasting relationships with clients.
Availability varies by course. Click here to view availability for courses in this program.
Given the part-time delivery of this program, there is not a standard schedule for all learners.
Credential
Program Code
Area of Interest
To qualify for this certificate, you must complete the program within two years.
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 two years.
This program is well-suited for students who:
If you would like to take courses individually or start the program part time, you are not required to apply to the program. You can register for up to three courses per term by clicking on the course title and selecting "Register Online".
Online |
Course Number | Hours | Course Name | Winter | Summer | ||
---|---|---|---|---|---|---|
CAL0001 | 48.0 | Building and Maintaining Customer Relationships | ||||
CAL5009 | 42.0 | Strategies for Fostering Client Loyalty | ||||
CAL5010 | 42.0 | Developing Client Service Teams | ||||
COM0001 | 28.0 | Creating a Corporate Service Culture | ||||
Elective: choose 2 | ||||||
MGT2310 | 42.0 | Management Principles | ||||
MGT2382 | 56.0 | Organizational Behaviour | ||||
MGT2355 | 56.0 | Leadership |
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.
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, building emotional connections and creating remarkable experiences. Students learn the art of mitigating non-conventional and challenging relationships by working in team environments and researching techniques of managing conflict.
Students explore the economics of client value and the importance of building a quality service delivery team. They learn how teams provide excellent service when aligned with, and loyal to, corporate culture. Students practise team simulations where varying opinions and needs are assessed, and collaboration is essential for survival.
Students review the basics of corporate culture and how it impacts on customer service. Areas of study include service environment, organizational openness and coaching others to adopt a desirable corpporate service culture. As a project, students create a high level action plan based on highlighting gaps between current and desired practices.
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.
Students explore the nature of human dynamics in an organization from the perspective of the human resources management practitioner. Areas of study and self-reflection 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
Leadership is explored through theory, application, and skills development. Students develop skills that assist in their team and leadership roles. In particular, students develop communication, conflict management, change management, and crisis leadership skills. Further, students gain an appreciation that leaders also need to practice leadership through employee centered and measurable outcomes lenses.
Pre-requisites: MGT2328
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.
Please use our Pathways tool to search for pathway options.
Vocational Program Outcomes:
The graduate has reliably demonstrated the ability to:
Fees are subject to change.
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 complete a credential application (https://www.algonquincollege.com/online/certificationgraduating/). A graduation fee is charged when the application is submitted. After your credential application has been approved, you will be invited to Convocation.
All applicants must satisfy both College Eligibility and Program Eligibility requirements.
The following requirements are recommended to ensure success in the program:
The following requirement is recommended to ensure success in the program:
If you would like to take courses individually or start the program part time, you are not required to apply to the program. You can register for up to three courses per term by clicking on the course title and selecting "Register Online".
International students wishing to study online should visit https://www.algonquincollege.com/online/international for information related to International online students and for International fees information prior to registering. Please note that AC Online programs do not qualify international students for new study permits or study permit extensions.
ACADEMIC PLANNER
The Academic Planner provides registered part-time students 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 declare to their program of study, allowing administrators to plan course offerings. The tool is available on ACSIS, located under 'Part-time Studies' on the left-hand toolbar.
PRIOR LEARNING AND RECOGNITION (PLAR):
Students who wish to apply for PLAR need to demonstrate competency at a post-secondary level in all of the course learning requirements. Evidence of learning achievements for PLAR candidates may include a comprehensive challenge examination and/or completion of a portfolio.
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 additional information, please contact AC Online at online@algonquincollege.com or 613-727-4723 ext. 3330.