Certificate in Customer Service Excellence Co-op

You will have 240 hours of classroom learning and another 240 hours of a Co-op placement which can be completed anywhere in Canada.

The modules are:

1. Hospitality Career Readiness

This module will help you develop and enhance your written, verbal, interpersonal skills, communication skills, time management skills and presentation techniques, to ensure success in any business environment. You will also learn to use Microsoft Office to help you operate more efficiently and become more productive.

2. Customer Service

The aim of this module is to give you a better understanding of what customer service is and how it can be utilized to satisfy the needs/wants of customers. It also emphasizes the importance of effective communication techniques when dealing with various customer-related situations.

3. Front Office Operations

This module will introduce you to the systems and procedures required for front desk operations. It emphasizes the importance of maintaining high standards of customer service and will help you develop knowledge and skills when assisting customers during registration as well as understanding key legislation.

4. Food and Beverage Operations

The aim of the Food and Beverage Operations module is to provide you with an understanding of the operational and supervisory aspects of running food and beverage operations for international and local clientele in a range of establishments. Additionally, you will gain a fundamental understanding of wine and spirits as well as how they are paired with food.

5. Work Placement

Upon conclusion of the program, you will be required to complete 240 hours of a work placement in a suitable business environment. Appropriate business sectors for placement include hotels, resorts, restaurants or any other customer services related-organizations.

• Have an Ontario Secondary School Diploma or equivalent or be at least 18 years of age and pass the Wonderlic test.

For non-native English speakers:

• Successful completion of TSoM EAP Level 3 or
• Have the required IELTS 5 score or equivalent or
• Pass the TSoM English Assessment (Written onsite or online with exam proctor)

For more information on English language requirements, please see English Proficiency page

Computer Use Expectation

In order to successfully progress through your studies at Toronto School of Management (TSoM), it is recommended that you have access to a personal computer or laptop. TSoM offers access to computer labs on campus, but availability cannot be guaranteed and some program software may not be available on all open access computers.

TSoM offers students discounted pricing on laptops and desktop computers through our partner CDW Canada should you be interested in purchasing one upon your arrival to Canada please reach out to Josh Antinolfi at josh.antinolfi@TorontoSoM.ca

You must take and successfully complete all modules and the co-op to be awarded the Certificate in Customer Service Excellence Co-op. You are required to achieve a minimum overall grade of 50% per module to pass. If you fail to meet the learning outcomes and the 50% passing grade in each module, you will have an opportunity to re-take the module at the next available sitting.

The assessment of each module consists of:

• Individual assignment or class test: 50%
• Final exam: 40%
• Participation: 10%

Work Placement Report: Pass/fail

If you do not pass the module, you can re-take the module when it is offered next by paying a retake fee.

 

Grade	Percentage
Distinction (D)	75% - 100%
Merit (M)	55% - 75%
Pass (P)	40% - 54%
Fail (F)	0 - 39%
Work placement	Complete/incomplete (C/I)

Upon completion of this program, you will be awarded a Certificate in Customer Service Excellence Co-op.

Graduates of this certificate can consider career opportunities under NOC 6513, NOC 6525 and NOC 6552. Such positions include:

• Front desk agent
• Room attendant
• In-room dining attendant
• Concierge
• Registration agent
• Servers
• Hostess
• Bartenders
• Sales representative
• Tour guide
• Travel agent
• Visitor information counsellor