Client Relations

2017/18 Program Handbook

Program Code: 1261
OntarioLearn

Conestoga College Institute of Technology and Advanced Learning

This is a companion document to the current Conestoga College Student Guide

Welcome

Welcome to Conestoga!

This program handbook has been designed to provide you with information specific to Client Relations #1261. It is a companion document to the Student Guide.

We are proud of the programming we offer and the pathways that are available here at Conestoga.

Like you, more and more students are electing to further their education through online study, given the many benefits it provides.  As a program offered through OntarioLearn, the course material is accessible 24 hours a day, 7 days a week, and is ideal for those who are unable to attend regularly scheduled classes.  You can take courses from the comfort of home or almost anywhere, accessing the program courses at your convenience.

Our faculty members are chosen not only for their subject matter expertise, but also for their passion for adult learning through the sharing of their knowledge and experience. Whether it be in a face-to-face, mixed, hybrid or online environment, our faculty have the teaching expertise to help you succeed in your educational goals.

I wish you the best in your studies and encourage you to contact us if you have any questions about the program.

 

Sincerely,


Sandra Schelling
Executive Dean, Access, Online and Flexible Learning 


Program Handbook Guidelines

The purpose of this handbook is to provide students with program-specific details and other important information. The material in this handbook is accurate at the date of posting, and is applicable for the current academic year. Students will be informed of handbook changes that occur, if any, through college email. Program handbooks are updated yearly and students must check their program handbook for the current edition. 

Program Staff Contact Information

Executive Dean, Access, Online, and Flexible Learning
Sandra Schelling
Doon Campus, Welcome Centre
(519) 748-5220 ext. 3221
sschelling@conestogac.on.ca

Manager, Flexible Learning and Special Projects
Kathleen Geelen-Cervi
Doon Campus, Welcome Centre
(519) 748-5220 ext. 2366
kgeelencervi@conestogac.on.ca

Program Administrator/OntarioLearn Co-ordinator
Shirley Nequest
Doon Campus, Welcome Centre
(519) 748-5220 ext. 3759
snequest@conestogac.on.ca

Program Contact
Debbie Richardson
Doon Campus, Welcome Centre
(519) 748-5220 ext. 2488
drichardson@conestogac.on.ca

Program Faculty  

Contact information for this faculty will be provided on the first day of related courses. 

Program Overview

Program Description

This online program provides students with exposure to strategies and techniques that will help them to solidify and enhance their client relations skills and to build positive, lasting relationships with clients. The program prepares graduates to build teams of staff dedicated to excellent service delivery. Graduates will gain skills to identify, mitigate, and avoid confrontational situations with internal and external clients and to create and promote an organizational service culture.

The program is directly applicable to employment in all sectors, but would be of particular worth to those serving directly in the service sector (retail, hospitality, contact centre, business office, etc.).

Program Design

Students can find their program design on the Student Portal by following the steps below:

  1. Log in to Student Portal
  2. Click on 'My Courses' tab
  3. Select 'View Progress Report' button

Courses are listed by level/semester.

Students can also view courses for the most current program design for this academic year on the Conestoga College website Client Relations #1261. To find these courses, students need to scroll down the page to the 'Program Courses'. 

Program Learning Outcomes

  1. Use a variety of strategies to build and maintain customer relationships
  2. Discuss the impact of corporate culture on customer service
  3. Create a customer service culture action plan that identifies gaps between current and desired practice
  4. Identify effective strategies in the development and maintenance of client relationships
  5. Identify strategies for the development of effective teams
  6. Discuss ethical leadership in the 21st century
  7. Describe the contemporary Canadian business environment, organization, leadership and management decision process and its influence on the behavior of groups and individuals
  8. Define the communication process and identify and overcome the barriers to communicating
  9. Determine the uses of questioning skills to gather and clarify information in the oral communication process
  10. Determine the type of communication to be used for effective delivery of information within the organization, depending on direction and purpose

Program Information and Requirements

Program Enrolment

Did you know that in order to graduate from this program, you must first submit a program application for acceptance? 

Why should you complete a program application and be accepted in to this program?

  • You will receive course and program communication updates.
  • Credit for courses which are part of your program will be honoured despite program requirement changes.

For more information please see the Program Application Form.

Academic Assistance

Academic assistance is available to students through a variety of avenues. The program co-ordinator or administrator can advise students on specific program and course  information such as adding/dropping courses, etc. Access the Conestoga website for assistance provided through Accessibility Services

Academic Dates

Important dates and timelines are listed in the Getting Started guide.

Program start and end dates, holidays, and deadlines for course add/drop and withdrawal are located on the website. Course changes (add/drop) may also be made through the Student Portal under the My Courses tab.

Note: not all programs follow listed dates. Contact your program co-ordinator or administrator for more information.

Academic Probation

For more information, visit the College Policies, Procedures and Guidelines webpage then click on the Academic Administration side tab and search for the document entitled Academic Standing and Promotion Requirements Procedure. 

Academic Standing and Promotion

Students are required to successfully pass all courses by meeting the specified minimum requirements in order to continue with the program.

Attendance

The attendance policy varies from course to course. For more information, please refer to your course outline. 

 

Awards

Visit the Financial Aid and Student Awards Office on Conestoga's website for more information.

Clearance of Academic Deficiency

During a student’s academic career, there may be occasions when the student’s performance results in a failing grade for a course. Conestoga grants students the opportunity to raise this grade to the minimum passing grade under specific circumstances.

For more information visit the College Policies, Procedures and Guidelines webpage then click on the Academic Administration side tab and search for the document entitled Clearance of Academic Deficiency. 

Communication and E-mail Requirements

Conestoga College student e-mail accounts are used to communicate with students. Students are expected to regularly check their student e-mail accounts, as well as their OntarioLearn course e-mail accounts. Faculty will not respond to e-mails from non-Conestoga e-mail addresses unless they are within the OntarioLearn course.

Course Add/Drop

For more information regarding course add/drop, please refer to the Continuing Education Part-time Studies section of the Student Guide located in the Student Portal.

It is strongly recommended that students consult their program co-ordinator or administrator prior to dropping a course for more information. 

Credit Transfer/Exemptions

Please see the Student Guide for more details regarding credit transfer/exemptions. 

Program-Specific Pathways

There are a number of different opportunities available to students who want to continue studying at Conestoga. For more information regarding program-specific pathways, contact your program co-ordinator or administrator. 

Discontinuance

Students may be discontinued from a program if they do not meet specific academic standards.

For more information visit the College Policies, Procedures and Guidelines webpage then click on the Academic Administration side tab and search for the document entitled Discontinuance Policy. 

Equipment Supplies and Texts

For the most current listing of the required textbook(s) and/or supplies for each course, please visit the Course Details page.

Evaluations (deadlines, tests, and examinations)

Copying and plagiarism of assignments will be dealt with in accordance with College Policy regarding Academic Integrity.

Attendance for exams and tests is mandatory. If you miss an exam or test, then a grade of 0% will be assigned and a re-write will not be permitted. The only time a re-write will be arranged, is when you can provide a medical certificate stating due to illness or other authorized reasons you were unable to write the exam or test on the scheduled day.

Graduation

Students are eligible to graduate upon completion of all academic requirements in their program of study.  Please contact the Registrar's Office for more information. 



Program Progression

Students actively registered in cohort delivered programs who take longer than the designed program length of time to complete their studies are accountable for completing any new or additional courses resulting from changes in the program of study. Unless otherwise stated, students registered in non-cohort delivered programs must complete the program of study within seven years of being admitted to the program.

Re-admission Requirements

Please see the Student Guide for more information regarding re-admission requirements. 

Student Feedback

Student feedback is an essential component of our continuous improvement process.  

Student Appraisal of Teaching 

The OntarioLearn Evaluation Survey allows direct feedback from students on teaching for a particular course. Completion of the survey gives teachers and academic managers valuable information. 

Students complete an electronic copy and a summary of results is prepared by OntarioLearn. The report is sent to the Academic Manager who shares the report with the faculty member AFTER all marks for the semester have been collected. 

Student Services

Refer to the Student Guide for  on Student Services.

Facility Information

Refer to the Student Guide for facility information, including hours of operation and closure practices.

Safety Protocols

Refer to the Student Guide for Conestoga’s Safety and Security Services and procedures.

Policies and Procedures

A Student Protection Acknowledgement confirmation pop-up will appear when a student logs into the Student Portal on a yearly basis. This will direct students to policies and procedures relevant to their academic responsibilities. All Conestoga College wide academic policies and procedures are listed on the college website under "About Conestoga", "Policies and Procedures". 
  
Students are advised to review and comply with all policies and procedures, including the following: 
  • Academic Dispute and Resolution Policy & Procedure
  • Academic Integrity Policy & Violation of Academic Integrity Procedure 
  • Academic Recognition Policy
  • Academic Credential Procedure
  • Clearance of Academic Deficiency Policy & Procedure
  • Co-operative Education Policy
  • Discontinuance Policy & Procedure
  • Eligibility to Participate in Co-op Work Terms Policy & Procedure
  • Evaluation of Student Learning Policy & Procedure
  • Grading Procedure
  • Graduation Requirements and Convocation Procedure
  • Honours Policy & Procedure
  • Program Withdrawal and Refund Procedure
  • Student Code of Conduct Policy
  • Student Concerns and Issues Policy & Procedure
  • Student Fees Policy & Student Fee Invoicing and Payment Procedure
  • Student Feedback Policy

Students must follow all of the policies and procedures for Conestoga College and it is expected that faculty will accept, fulfill and enforce these standards.

General Education / Breadth Electives

School of Liberal Studies

The purpose of General Education and Degree Breadth electives is to provide graduates with the skills and knowledge to succeed both professionally and in their own personal lives. Working collaboratively with your program, General Education and Degree Breadth courses help develop the critical and creative thinking skills, civic engagement and knowledge of the broader world of arts, culture and science that helps make you more reflective, creative, and effective in your own life.

All Ontario College Diploma, Ontario College Advanced Diploma, and Degree programs at Conestoga require students to complete general education electives / interdisciplinary breadth.

More information on these courses can be found at www.conestogac.on.ca/electives.

Program Handbook Revision Log

Revision Date Summary of changes
22 June 2017 Updated per CCQI
2 May 2016 Updated per CCQI
1 August 2014 Original handbook creation

Accommodation Disclaimer

Conestoga College is dedicated to promoting an equitable environment where students have the opportunity to participate in all aspects of College life. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, Conestoga College recognizes its responsibility and legal obligation to provide education, information and services in an accessible manner.

The Program Handbook is intended to provide general information with respect to program expectations. There may be individual accommodations and/or medical circumstances that require exceptions. For example, students may need to be accommodated for a missed assignment or evaluation. Students who are registered with Accessibility Services are not required to provide an additional doctor's note for a missed or late evaluation. For more information about Accessibility Services please drop in or visit our website.

We recognize that other extenuating circumstances may apply. Consult with your Professor. All exceptions based on extenuating circumstances must be approved by the Chair.