Certificate Program Certificate Program
International Business Communications International Business Communications
International Business
Communications Communications
Descripcion General del Programa de Atencion Global al Cliente
En un mundo que continúa evolucionando a un ritmo acelerado, una carrera parece crecer en prominencia. La demanda por atención al cliente y representantes de servicio al cliente nunca ha sido tan alta. El Programa de Atención Global al Cliente se enfoca en gran medida en técnicas experimentales de aprendizaje en el aula para aumentar la capacidad del estudiante en las habilidades de atención al cliente y auxiliarlo a alcanzar niveles más altos de los atributos requeridos para tener éxito en esta carrera.
Objetivos de aprendizaje
- Al finalizar este programa, los estudiantes podrán:
- Definir servicio al cliente eficaz.
- Explicar y utilizar un enfoque de resolución de problemas al tratar las quejas de los clientes y los problemas de productos y servicios.
- Comunicarse de manera efectiva con clientes desafiantes y enfocarse en la retención de clientes.
- Demostrar comunicación interpersonal eficaz verbal y no verbal.
- Definir cultura y cómo los contactos interculturales con los turistas son únicos.
- Explicar cómo los patrones culturales, la identidad y los prejuicios afectan el servicio al cliente.
Attributes
- Personable and friendly demeanor
- Self-control.
- Personal responsibility
- Genuine empathy.
- Adaptable and flexible.
- Patience.
In our International Business Communication Program, SELC focuses heavily on experiential learning classroom techniques to increase student’s capacity in these client care skill sets and increase their ability to demonstrate higher levels of the required attributes. Students will leave this program with the ability to work in various Canadian industries that require client care and customer service. Instructors use comprehensive and consistent lesson plans to engage and instruct students in a dynamic and highly experiential learning environment.
The courses make use of Vital Source and Pearson Education online learning resources. As a result, the program engages current online and classroom active learning and stimulates critical thinking. The International Business Communication program will utilize daily in-class lectures, role plays, simulations, guided discussions and small buzz groups accompanied by PowerPoint (PPT) presentations, in-class hands on practice exercises, case studies, student group presentations, midterm and final exams.
- Define effective customer service
- Explain and utilize a problem solving approach when dealing with customer complaints and product/service issues
- Communicate effectively with challenging clients and focus on customer retention
- Demonstrate effective interpersonal communication verbally and nonverbally
- Define culture and how intercultural contacts with tourists are unique
- Explain how cultural patterns, identity and biases affects customer service
- 6552 Other customer and information services representatives
- Students must achieve a minimum of 60% and successfully complete their Work Experience. Students must also maintain a minimum of 80% attendance throughout the duration of the program and are expected to complete all exams and assignments, as well as participate in all discussions and activities. Students must complete the assigned co-op report to be submitted one-week after the completion of their co-op placement and achieve a Satisfactory Grade (S) in order to receive their formal certificate.
CUSTOMER SERVICE EXCELLENCE
BUSINESS COMMUNICATIONS
WORKPLACE CULTURAL DIVERSITY
This program has been approved by the Private Training Institutions Branch (PTIB) of the Ministry of Advanced Education and Skills Training.
ABOUT THIS PROGRAM
Previously named: Global Client Care
- Duration: 720 hrs
- Students require ONE of the following:
- CELPIP : 5
- TOEFL (IBT): 45
- IELTS: 4.5
- Cambridge : PET
- TOEIC: 600
- SELC Career College on-site administered English Language Test www.selctest.com(to meet above standards)
- Students require ALL of the following:
- Applicants must be 19 years of age or older.
- High school diploma or applicants must have successfully completed 100 hours of work in the general Customer Service industry (written evidence is required).