Code 4713
Sanction AEP
Secteur Administration, commerce et informatique (01)
Nombre d'unités36
Durée totale540 heures
Organismes scolaires offrant le programme
Ce programme est offert en langue française : 
4213 - Service à la clientèle
  • 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
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
(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.

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