Campus | Start Date | Tuition/Fees |
---|---|---|
Saint John | September 2024 (Blended Delivery) | Domestic | International |
Moncton | September 2024 (Blended Delivery) | Domestic | International |
The Client Service and Sales program appeals to those seeking a career in client service industries. With a focus on contact centres, students learn the cornerstone skills of customer service, communication, and sales techniques to build relationships with clients. Throughout this program, students acquire the interpersonal skills and best practices to build performance excellence and increase productivity. The program enables students to confidently interact with a team and identify one’s immediate and long-term impact as a business asset within various sectors (e.g., finance, insurance, telecommunications, and hospitality). Students are introduced to supervisory skills and managerial principles to better prepare them for leadership opportunities. Emphasis is placed on developing and enhancing the required verbal and written communication skills to confidently engage clients, interact with internal and external stakeholders, and provide quality customer service.
The Client Service and Sales program may be delivered through a combination of in-class and on-line instruction. Simulations and real-life examples may be used to support hands-on communication, sales, and keyboarding practice during the learning of "talk-tech-type" engagement with clients. Students develop the necessary technical skills to perform in a multi-faceted and fast-paced contact centre environment. Opportunities to visit a contact centre highlight industry’s commitment to this training and give a first-hand look at career possibilities.
A workplace experience at the end of the program provides students with exposure to a contact centre facility during which they learn about the operations of a contact centre, observe client service representatives in action, and relate their experience to their newly acquired knowledge and skills. This experience also provides students with networking and relationship-building opportunities.
The requirements for this certificate program may be achieved within one (1) academic year of full-time study.
Profile A
NB Francophone High School Math Equivalencies
International Student Admission Equivalencies
As a graduate of this program, you'll have a wide range of skills that can be applied in various service and sales business settings and that are valued by the contact centre industry. New Brunswick’s contact centre industry employs over 18,000 people and contributes over $1 billion to the NB economy. The range of employers is vast, but you may be employed by government agencies, telecommunication, financial, insurance, logistics, and research companies.
Technology Requirements
HÂþ» is a connected learning environment. All programs require a minimum specification, including access to the internet and a laptop. Your computer should meet your program technology requirements to ensure the software required for your program operates effectively. Free wifi is provided on all campuses.
Courses are subject to change.
This course explores the leadership roles within sales and contact centres. Focus is placed on developing an understanding of the various leadership positions and exploring challenges and opportunities, the decision-making process, and coaching techniques.
This course is designed to build on the skills needed to write clear and concise sentences and paragraphs. Focus is placed on applying the parts of speech, grammar, sentence patterns, sentence and paragraph structure, punctuation, and capitalization. Emphasis is also placed on writing for specific audiences, using various styles to achieve a purpose, and applying the stages of the writing process.
This course is designed to examine fundamental concepts and principles of business ethics. Focus is placed on how ethics impact decision-making in a business environment.
This course is designed to introduce human resource management and leadership principles. Emphasis is placed on supervisory skill development, strategies for motivating employees, professional development plans, and examining the concepts of diversity, equity, and inclusion.
This course is designed to develop intercultural communication strategies for diverse business environments. Focus is placed on examining diverse cultures, the concept of culture shock as well as Diversity, Equity, and Inclusion (DEI). Additional emphasis is placed on navigating cultural nuances in business etiquette and building rapport with diverse cultures.
This course is designed to develop efficient and ergonomically sound keyboarding techniques. Focus is placed on accuracy and speed using an English QWERTY keyboard with a number pad.
This course provides an introduction to the meaning of community service. Students learn how community service can enhance a student’s educational experience, personal growth, employability, and civic responsibility. Students participate in one day of volunteering to enhance their understanding of civic responsibility and to help the New Brunswick Community College realize its vision of transforming lives and communities.
This workshop introduces students to the process of finding employment. It explores the various strategies and resources available, and examines the role of social media.
This course explores customer service strategies aligned with organizational goals, return on investment (ROI), and experience metrics. Topics include policies, processes, technology, training, communication, and continuous improvement. Learners examine measurements of customer needs, identify issues, create journey maps, conduct virtual audits, and adapt strategies to enhance online experiences amid changing business environments.
This course introduces the fundamentals of computer applications and file management in a business environment. Focus will be placed on software features and functions for email, word processing and spreadsheets; scheduling, calendar management, and collaboration; and time and task management.
This course is designed to examine the client service and sales industry, including client loyalty, ethical and legal considerations, and the functions, services, and types of contact centres. Learners explore various client service situations and interactions.
This course is designed to examine the processes and techniques of professional sales. Focus is placed on exploring consumer behaviour, sales activities, the buying process, and Key Performance Indicators (KPIs). Additional emphasis is placed on utilizing communication skills, negotiation techniques, and the prospecting process, as well as preparing and delivering a professional sales presentation.
This course is designed to allow the learner to work independently in simulated industry settings related to their field of study. Focus is placed on developing verbal and written client service and sales skills, applying policies and procedures in client service and sales simulations, and utilizing industry tools and resources.
A safe and healthy workplace is the responsibility of the employer and the employee. This course introduces students to the importance of working safely and addresses how employers and employees can control the hazards and risks associated with the workplace. Students will also learn about the roles and responsibilities of key stakeholders including WorkSafeNB, the employer and the employee in ensuring workplaces are safe.
This course is designed to introduce the fundamentals of delivering an effective presentation in the workplace. Emphasis is placed on preparing and delivering a variety of virtual and in-person presentations using appropriate software, tools, and techniques.
Prerequisites:
This course is designed to highlight the impact of communication on client service interactions. Focus is placed on the concepts of verbal and non-verbal communication, tools, and appropriate responses for concerns. Learners adapt communication techniques to personalize service for various clients, demonstrate professional etiquette, and utilize strategies to ensure accuracy.
62010 - Retail sales supervisors
62023 - Customer and information services supervisors
64101 - Sales and account representatives - wholesale trade (non-technical)
64312 - Airline ticket and service agents
64400 - Customer services representatives - financial institutions
64409 - Other customer and information services representatives
Disclaimer: This web copy provides guidance to prospective students, applicants, current students, faculty and staff. Although advice is readily available on request, the responsibility for program selection ultimately rests with the student. Programs, admission requirements and other related information is subject to change.