The Client and Customer Relations Declaration of Academic Achievement is designed to prepare students for team development that is focused on customer service excellence. Students will learn approaches to identify, mitigate and avoid situations with clients and customers that might be confrontational. The focus is on finding techniques that allow for a positive, mutually agreeable relationship that lasts for the good of the client or customer.
Level 1 Expected Availability Credits Fall Winter Summer Building/Maintaining Customer RelationsMGMT-1194 3 Yes Yes Yes In this course, students develop an understanding of customer service and the skills associated with understanding the needs of customers, meeting those needs, and fostering an environment that encourages customers to return. The course is of interest to anyone who works with customers, either internal or external, on a daily basis. This course is offered through OntarioLearn by the host college, Algonquin College. Creating a Corporate Service CultureCORP-1001 2 Yes Yes Yes This course reviews the basics of corporate culture and how corporate culture impacts on customer service. Areas of study include service environment, organizational openness, and influencing others to adopt a service culture. As a project, students learn to create a customer service culture action plan based on identifying gaps between current and desired practices. This course is offered through OntarioLearn by host college, Algonquin College. Developing Client Service TeamsMGMT-1234 3 Yes Yes Yes Students explore the economics of client value and the importance of building a quality service delivery team that ensures that service is provided in a stellar fashion and that employees buy-in to corporate culture and strategies that deliver the bottom line stakeholders are hoping to achieve. Strategies for Fostering Client LoyaltyMGMT-1235 3 Yes Yes Yes Goods and services are no longer adequate bases for establishing relationships with clients because clients attach an emotional connection to the products they use and to the businesses with which they interact. This course offers insights and ideas in order to create lasting and genuine customer relationships that will withstand the competitive overtures of other companies. Students explore the process of developing and sustaining client relationships that establish an emotional connection, manage difficult relationships (such as those that take place via technology or at a great distance) and help to determine the pulse of client relationships. This course is offered through OntarioLearn by host college, Algonquin College. Ethical Issues in BusinessMGMT-3021 3 Yes Yes Yes Organizations which are supportive of a positive ethical culture enjoy critical competitive advantages, such as a good reputation and the respect and support of their clients, employees and other stakeholders. This course is designed to assist employees in developing and understanding a framework with which to make ethical decisions. Cases will be drawn from real business situations. Research papers and case studies will be used to formulate the discussion topics. Management PrinciplesMGMT-1237 3 Yes Yes Yes This course focuses on the development of modern management, organizational theory, the processes of planning, organizing, directing and controlling, communications, behavioural strategies and techniques, ethical and social responsibilities in the practice of management, and an overview of human relations. This course is offered through OntarioLearn by the host college, Algonquin College. Organizational Business CommunicationCOMM-6002 3 Yes Yes Yes This course provides an overview of important communication concepts and skills required in business. Topics covered include: writing clear reports and documentation, making effective presentations, and fostering interpersonal skills.
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