Course Duration: 4 Weeks


Prerequisite: Employment Foundations Certificate and Introduction to Office Management Certificate or equivalent work experience and at least a level 2 computer course.


This certificate will prepare the student to work with both internal and external customers in person, over the phone, online, via chat or through social media.  There are three main components of this course.  The first is a comprehensive business writing component that will focus on customer documents.  Students will learn to create proposals, write client updates and progress reports and learn how to create formal communication plans to ensure consistency when dealing with both internal and external clients.  This component will explore building long term client relationships and developing customer loyalty.


Students will also learn to develop elevator pitches and sales presentations that can be done in person, remotely using virtual team software, and over the phone. This will include being able to ascertain client requirements and efficiently ask and answer targeted questions to ensure customer satisfaction.


The third component of this course will be very hands-on practice working with clients in person, over the phone, and via chat. This component will also include response plans to social media client comments as well as strategies to use social media to keep clients engaged. Students will be exposed to all different client challenges to prepare them for the most situations that can be encountered in the workplace.

Customer Service Agent Certificate


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