Customer Service and communications training programs can vary widely in degrees, depth and industry that they target. In the Canadian context of a multicultural society, client/customer service representatives are presented with the increased challenge of interacting with clients/customers that can come with vastly different views and expectations. However, GREAT client care and customer service foundations all consist of similar fundamental skill sets and attributes such as…

Skill Sets

• Persuasive speaking skills
• Active Listening skills
• Investigative/curious questioning techniques
• Consistent ability to use positive language.
• Intercultural competence
• Clear communication skills.

Attributes

• Personable and friendly demeanor
• Self-control.
• Personal responsibility
• Genuine empathy.
• Adaptable and flexible.
• Patience.

In our International Business Communications 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.