School of Business  - Centennial College - Toronto

Post-Secondary Program Customer Service Management - Programa de Gestión de Servicio al Cliente

School of Business - Centennial College - Toronto
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  • Duración:
    2 Años
  • Idioma:
    El Grado se imparte en Inglés
  • Titulación:
    Post-Secondary Program Customer Service Management


This four-semester Diploma program will provide students with the business and leadership skills to succeed in todays fast paced and technically complex customer service and sales environments.

The vast majority of the Canadian work force is now employed in some facet of customer service and sales. This unique program provides leadership and other skills frequently absent in high performing customer facing employees looking to get ahead. Students completing this Diploma program have a distinct advantage for promotion over colleagues who have not attended business school.

Managers who can direct and empower a competent and motivated team are the foundation of today’s world-class customer care environments. Organizations are constantly on the lookout for “change managers” who have mastered the necessary skills and are motivated towards senior leadership roles.

The program uses case studies, simulations and project-based learning to enable students to develop and enhance the required skills to enter numerous and varied service and sales environments and advance quickly into leadership ro


Ontario Secondary School Diploma (OSSD) or equivalent
English Grade 12 C (55%) or U (55%), or equivalent
Math Grade 11 C (55%) or U (55%), or equivalent


Semester 1
Fundamentals of Business
Communication Skills
Customer Service & Sales 1
College Communication 1
Applied Business Software 1
Mathematics of Finance Part 1

Semester 2
Financial Accounting Concepts
Relational and Interpersonal Skills
Contact Centre Environment
Customer Service & Sales 2
College Communication 2
Applied Business Software 2
General Education Elective

Prerequisite course for: 
Customer Service & Sales II --- CCP-102 
Microcomputer Applications 2 ---- COMP-106 
College Communications 2/(ESL) ---- COMM 160/170
Semester 3
Managing Customers in an Online Environment
Canadian Investement Funds Course
Global Citizenship: From Social Analysis to Social Action
Organizational Behaviour
Principles of Marketing
Fundamentals of Project Management

Semester 4
Employment and Careers
Work Placement - Financial & Client Services
General Education Elective
Human Resources Management
Management Principles
Professional Selling

Salidas profesionales

Career Outlook
Customer Service Operator
Customer Service Manager
Customer Service Operations Management
Contact Centre Representative
Inside or Outside Sales Representative
Customer Relationship Manager
Quality Coach
Team Leaders
Contact Centre Manager
Areas of Employment
Financial institutions
Health Care Services
Retail and Hospitality
Federal and Provincial Government

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