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Customer Service Specialization

Earn Top Marks … From Customers

Word travels fast and far. Make sure it’s a good word by attaining customer service management skills and knowledge that will upgrade your general management skills. The Customer Service Specialization (CSS) certificate program is offered in partnership with the Manitoba Customer Contact Association.

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Program Description

Gain knowledge and skills in customer service management. You’ll develop relevant and comprehensive skills to help you upgrade your general management skills, and you’ll be given a pathway to completing other programs with Continuing and Professional Studies. When you’re enrolled in Certificate in Interdisciplinary Studies, you are eligible to have your credits transferred to this program at no charge.

The program consists of 216 contact hours, including:

  • CSS specialization combines required management courses (totaling 108 course hours) offered by Extended Education, University of Manitoba.
  • A set of complementary courses (totaling 108 course hours) offered by Manitoba Customer Contact Association.

Credential Awarded

Certificate in Applied Management: Customer Service Specialization

Credential Awarded

Certificate in Applied Management: Customer Service Specialization

Program Objectives

The Certificate in Applied Management: Customer Service Specialization (CSS) program is designed to:

  • Provide knowledge and skills in customer service management
  • Provide relevant and comprehensive skills development for MCCA students interested in upgrading their general management skills
  • Provide a pathway for students interested in completing other CAPS programs

Opportunities

  • Opportunities for personal and professional development
  • Recognition of career interests by employees
  • Networking opportunities
  • Learning in the classroom or by distance deliver (not all programs)

Program Length

The program typically take 1-2 year to complete. However, students will have a maximum of six years from the date of admission to complete the program. The program consists of 216 contact hours.

Delivery Methods

Face-to-Face or Online

Digital Materials Fee

Certain digital materials such as textbooks, presentations, simulations and general course content must be purchased or licensed from a third party. Since these materials are essential to your learning and overall experience, we charge a fee when licensed digital material is included in the course to cover the costs. Please note: Digital materials fees are non-refundable.

Fees

  • $100 non-refundable application for applying to the program
  • $560 per U of M course
  • MCCA course fees can be found on their website

Certification/Graduation

In order to be eligible to graduate, students must make a formal application at the beginning of the session in which they expect to complete graduation requirements, before the last date of the registration revision period.This can be done on-line through Aurora. (Login, select “Enrolment and Academic Records”, select “Declarations”, and follow the instructions. If the date you wish to graduate does not appear, you will need to contact an advisor in your Faculty as soon as possible; as you may have missed the online application deadline).The deadline date for declaring your intention is the end of the revision period in the term in which you expect to complete your courses. For example:

  • For Spring graduation, declare by mid-January
  • For Fall graduation, declare by late July/early August
  • For February graduation, declare by mid-September

UofM Courses

Required Courses

  • MGMT 0100 – Canadian Business: An Introduction
  • FINC 0200 – Introductory Accounting for Business

Elective Courses

Students are required to complete either:

    • MGMT 0110 – Organizational Behaviour

or

  • HRM 0100 – Managing the Human Resource Function

Credit will not be given for both courses.

MCCA Courses:

MCCA course requirements can be found on MCCA Link.

MCCA Required Courses:

  • Customer Relationship Management (36 hrs)
  • Operations Management (36 hrs)

MCCA Electives:

Student selects one of the elective options

  • Technology Applications for Customer Service Enhancements (36 hrs)
  • Leadership Skills for Customer Service Managers (36 hrs)
  • Skills for Managing Customer Service Performance (36 hrs)

Optional Tutorial

  • FINC 0800 – Introductory Accounting for Business Tutorial

UofM Course Schedule

TERMCOURSE NUMBERCOURSE NAME (Courses run in Online/Face-to-Face formats)
Winter 2018MGMT 0100Canadian Business: An Introduction (REQ) – OL
MGMT 0110Organizational Behaviour (ELE) – F2F
FINC 0200Introductory Accounting for Business (REQ) – OL
HRM 0100Managing the Human Resource Function (ELE) – OL
Spring 2018MGMT 0100Canadian Business: An Introduction (REQ) – OL
MGMT 0110Organizational Behaviour (ELE) - OL
FINC 0200Introductory Accounting for Business (REQ) - OL
HRM 0100Managing the Human Resource Function (ELE) - OL
Fall 2018MGMT 0100Canadian Business: An Introduction (REQ) – F2F
MGMT 0110Organizational Behaviour (ELE) - OL
FINC 0200Introductory Accounting for Business (REQ) – F2F
HRM 0100Managing the Human Resource Function (ELE) – F2F

FAQs

What is Online Learning?

Online learning is how we offer the course content. The where and when and is completely up to you. You’re free to decide the way that you’d like to integrate the classroom into your life, whether you’d like to do the course work on lunch breaks, in bed, or on a picnic table on a leisurely Saturday afternoon. Simply download the course modules, and learn at your own pace. Remember, instructors are still available to help when you need it.Online courses are delivered through UofM’s online learning management system UM Learn.

How long does it take to complete the program?

The program typically take 1-2 years to complete. However, you have up to three years from your initial start date to complete the program. The program consists of 216 contact hours.

Do I have to take the courses in a specific order?

No

Can I just enroll in a single course if I'm not interested in the entire program?

Yes, you can enroll in just a single course. Completed courses can later be applied towards a certificate.

Apply to the Program



1. Fill Out an Application Form


Download and submit a completed Program Application Form.
Program Application Form (PDF)

2. Gather Your Transcripts


Submit official transcripts of the highest level of education you have completed. Student copies or photocopies are not acceptable. Transcripts become the property of University of Manitoba and will not be returned.

3. Submit Your Documents


Submit completed application form and transcripts to:
Student and Instructor Services

185 Extended Education Complex
University of Manitoba
Winnipeg, MB, R3T 2N2
or by email: extended@umanitoba.ca
Final official transcripts from any university or college attended other than University of Manitoba are required. Student copies or photocopies are not acceptable. Transcripts become the property of University of Manitoba and will not be returned.

4. Register for Your Courses


You can register for courses either online or by email, mail, in person or fax.

Register by email, mail, in person or fax
Download and submit a completed Course Registration Form
Course Registration Form (PDF)

Register onlineRegister for Courses Online

Register for a Course

You can register for courses either online or by email, mail, in person or fax. Please note, online registration is not supported on iOS (iPhone) and Android phone browsers.


Register Online






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Register by email, mail, in person or fax


1. Download and fill out Course Registration Form (PDF)
2. Send your completed form by email, mail, in person or fax to:


 
Extended Education

185 Extended Education Complex
University of Manitoba
Winnipeg, MB, Canada
R3T 2N2
Phone: +1 204 474-8800
Toll Free: 1 888 216-7011
Fax: +1 204 474-7661
Email: extended@umanitoba.ca