Client Service and Sales

This course explores the leadership roles within sales and contact centres. Focus is placed on developing an understanding of the various leadership positions and exploring challenges and opportunities, the decision-making process, and coaching techniques.

This course is designed to build on the skills needed to write clear and concise sentences and paragraphs. Focus is placed on applying the parts of speech, grammar, sentence patterns, sentence and paragraph structure, punctuation, and capitalization. Emphasis is also placed on writing for specific audiences, using various styles to achieve a purpose, and applying the stages of the writing process.

This course is designed to examine fundamental concepts and principles of business ethics. Focus is placed on how ethics impact decision-making in a business environment.

This course is designed to introduce human resource management and leadership principles. Emphasis is placed on supervisory skill development, strategies for motivating employees, professional development plans, and examining the concepts of diversity, equity, and inclusion.

This course is designed to develop intercultural communication strategies for diverse business environments. Focus is placed on examining diverse cultures, the concept of culture shock as well as Diversity, Equity, and Inclusion (DEI).  Additional emphasis is placed on navigating cultural nuances in business etiquette and building rapport with diverse cultures.

This course is designed to develop efficient and ergonomically sound keyboarding techniques. Focus is placed on accuracy and speed using an English QWERTY keyboard with a number pad.

This course provides an introduction to the meaning of community service.  Students learn how community service can enhance a student’s educational experience, personal growth, employability, and civic responsibility. Students participate in one day of volunteering to enhance their understanding of civic responsibility and to help the New Brunswick Community College realize its vision of transforming lives and communities.

This workshop introduces students to the process of finding employment. It explores the various strategies and resources available, and examines the role of social media.

This course explores customer service strategies aligned with organizational goals, return on investment (ROI), and experience metrics. Topics include policies, processes, technology, training, communication, and continuous improvement. Learners examine measurements of customer needs, identify issues, create journey maps, conduct virtual audits, and adapt strategies to enhance online experiences amid changing business environments.

This course introduces the fundamentals of computer applications and file management in a business environment. Focus will be placed on software features and functions for email, word processing and spreadsheets; scheduling, calendar management, and collaboration; and time and task management.

This course is designed to examine the client service and sales industry, including client loyalty, ethical and legal considerations, and the functions, services, and types of contact centres. Learners explore various client service situations and interactions.

This course is designed to examine the processes and techniques of professional sales. Focus is placed on exploring consumer behaviour, sales activities, the buying process, and Key Performance Indicators (KPIs). Additional emphasis is placed on utilizing communication skills, negotiation techniques, and the prospecting process, as well as preparing and delivering a professional sales presentation.

This course is designed to allow the learner to work independently in simulated industry settings related to their field of study. Focus is placed on developing verbal and written client service and sales skills, applying policies and procedures in client service and sales simulations, and utilizing industry tools and resources.
 

A safe and healthy workplace is the responsibility of the employer and the employee. This course introduces students to the importance of working safely and addresses how employers and employees can control the hazards and risks associated with the workplace. Students will also learn about the roles and responsibilities of key stakeholders including WorkSafeNB, the employer and the employee in ensuring workplaces are safe.

This course is designed to introduce the fundamentals of delivering an effective presentation in the workplace. Emphasis is placed on preparing and delivering a variety of virtual and in-person presentations using appropriate software, tools, and techniques.

Prerequisites:

• COMM1276A

This course is designed to highlight the impact of communication on client service interactions. Focus is placed on the concepts of verbal and non-verbal communication, tools, and appropriate responses for concerns. Learners adapt communication techniques to personalize service for various clients, demonstrate professional etiquette, and utilize strategies to ensure accuracy.