Client Relations
Learn the strategies and techniques to solidify and enhance your client relations skills and build positive, lasting relationships with clients.
- Become an expert at maintaining optimal business and client relationships that foster a loyal customer base
- Benefit from supportive and experienced facilitators who are active in their industry
- Courses are built with flexibility in mind and can be accessed anytime and from anywhere
Program Availability and Schedule
Availability
Availability varies by course. Click here to view availability for courses in this program.
Schedule
Given the part-time delivery of this program, there is not a standard schedule for all learners.
Program Summary
Credential
Program Code
Area of Interest
To qualify for this certificate, you must complete the program within two years.
SUCCESS FACTORS...(read more)
Overview
Learn the strategies and techniques to solidify and enhance your client relations skills and build positive, lasting relationships with clients. This College Certificate program prepares students to develop teams of staff dedicated to excellent service delivery, to identify, mitigate and avoid confrontational situations with internal and external clients, and to create and promote an effective corporate service culture.
To qualify for this certificate, you must complete the program within two years.
SUCCESS FACTORS
This program is well-suited for students who:
- Have sound oral and written communication skills.
- Enjoy analyzing problems and proposing solutions.
- Are effective working individually or in a team environment.
- Sets goals and commits to their achievement.
Courses
Registration Note:
If you would like to take courses individually or start the program part time, you are not required to apply to the program. You can register for up to three courses per term by clicking on the course title and selecting "Register Online".
Online  On campus:  |
| Course Number | Hours | Course Name | Winter | |||
|---|---|---|---|---|---|---|
| CAL0001 | 48.0 | Building and Maintaining Customer Relationships | | |||
| CAL5009 | 42.0 | Strategies for Fostering Client Loyalty | | |||
| CAL5010 | 42.0 | Developing Client Service Teams | | |||
| COM0001 | 28.0 | Creating a Corporate Service Culture | | |||
| Elective: choose 2 | ||||||
| MGT2310 | 42.0 | Management Principles | | |||
| MGT2382 | 56.0 | Organizational Behaviour |  | |||
| MGT2355 | 56.0 | Leadership | | |||
COURSE DESCRIPTIONS
CAL0001 Building and Maintaining Customer Relationships
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.
CAL5009 Strategies for Fostering Client Loyalty
Students explore insights and ideas in order to create lasting and genuine customer relationships that withstand the competitive overtures of other companies. They explore the process of developing and sustaining client relationships, building emotional connections and creating remarkable experiences. Students learn the art of mitigating non-conventional and challenging relationships by working in team environments and researching techniques of managing conflict.
CAL5010 Developing Client Service Teams
Students explore the economics of client value and the importance of building a quality service delivery team. They learn how teams provide excellent service when aligned with, and loyal to, corporate culture. Students practise team simulations where varying opinions and needs are assessed, and collaboration is essential for survival.
COM0001 Creating a Corporate Service Culture
Students review the basics of corporate culture and how it impacts on customer service. Areas of study include service environment, organizational openness and coaching others to adopt a desirable corpporate service culture. As a project, students create a high level action plan based on highlighting gaps between current and desired practices.
MGT2310 Management Principles
Focus is placed 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.
MGT2382 Organizational Behaviour
Students explore the nature of human dynamics in an organization from the perspective of the human resources management practitioner. Areas of study and self-reflection include stress management, human communications, learning and motivation, ethics, creativity, leadership, decision-making, power and conflict, team dynamics, organizational culture, and change management.
Pre-requisites: MGT2381
MGT2355 Leadership
Leadership is explored through theory, application, and skills development. Students develop skills that assist in their team and leadership roles. In particular, students develop communication, conflict management, change management, and crisis leadership skills. Further, students gain an appreciation that leaders also need to practice leadership through employee centered and measurable outcomes lenses.
Pre-requisites: MGT2328
Careers & Pathways
Careers
Employment opportunities may exist in diverse business organizations. Graduates may secure employment in service sectors, such as retail, hospitality, contact centre and business office environments.
Pathways
Please use our Pathways tool to search for pathway options.
Learning Outcomes
Vocational Program Outcomes:
The graduate has reliably demonstrated the ability to:
- Use theories of personal working styles and communication processes to deliver effective customer service.
- Explain the differences between client satisfaction and loyalty.
- Describe and apply strategies to establish and maintain positive client relationships that lead to client loyalty.
- Identify the relationship between client service and corporate culture.
- Analyze client service situations and be able to recommend practices that mitigate and/or prevent escalations.
- Create and lead teams of staff focused on fostering a personal business connection with clients.
Tuition & Fees
2024/2025 Academic Year
Fees are subject to change.
Fees for part-time programs are charged on a course-by-course basis and are published on each individual course page. For questions related to fees, please call the Registrar's Office at 613-727-0002.
Graduation Fee:
Once you have completed all the courses in the program, it is the responsibility of the student to complete a credential application (https://www.algonquincollege.com/online/certificationgraduating/). A graduation fee is charged when the application is submitted. After your credential application has been approved, you will be invited to Convocation.
Admissions Requirements
All applicants must satisfy both College Eligibility and Program Eligibility requirements.
College Eligibility
The following requirements are recommended to ensure success in the program:
- Ontario Secondary School Diploma (OSSD) or equivalent; OR
- Academic and Career Entrance (ACE) certificate; OR
- General Educational Development (GED) certificate; OR
- Mature Student status (19 years of age or older and without a high school diploma at the start of the program).
Program Eligibility
The following requirement is recommended to ensure success in the program:
- English, Grade 12 (ENG4C or equivalent).
- It is recommended applicants with international transcripts have the following IELTS or TOEFL scores to ensure success: IELTS-International English Language Testing Service (Academic) Overall band of 6.0 with a minimum of 5.5 in each band; OR TOEFL-Internet-based (iBT) Overall 80, with a minimum of 20 in each component: Reading 20; Listening 20; Speaking 20; Writing 20; OR Duolingo English Test (DET) Overall 110, minimum of 110 in Literacy and no score below 95.
Application Information
Registration Note:
If you would like to take courses individually or start the program part time, you are not required to apply to the program. You can register for up to three courses per term by clicking on the course title and selecting "Register Online".
Additional Information
Program Resources
International students wishing to study online should visit https://www.algonquincollege.com/online/international for information related to International online students and for International fees information prior to registering. Please note that AC Online programs do not qualify international students for new study permits or study permit extensions.
ACADEMIC PLANNER:
The Academic Planner provides registered part-time students the ability to declare into a program of study. The Academic Planner outlines successfully completed courses to date, as well as courses that need to be completed in order to meet graduation requirements. It is therefore, essential that all part-time students declare to their program of study, allowing administrators to plan course offerings.The tool is available on ACSIS, located under 'Part-time Students' on the left-hand toolbar.
PRIOR LEARNING AND RECOGNITION (PLAR):
Students who wish to apply for PLAR need to demonstrate competency at a post-secondary level in all of the course learning requirements. Evidence of learning achievements for PLAR candidates may include a comprehensive challenge examination and/or completion of a portfolio.
PROGRAM PROGRESSION:
As per policy AA39: Program Progression and Graduation Requirements when students are admitted to a program, they are assigned to the Program of Study that aligns with their start date. If a student takes a break for two or more consecutive terms the Program of Study is reset to align with the current version (when studies are resumed).
Contact
Future Students
For additional information, please contact our Customer Service Representative team at online@algonquincollege.com and they will direct you to the best person to answer your specific questions.
Current Students
For additional information, please reference the AC Online Circle of Care.