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. Fundamentals of Business Communications

This module will help students develop and enhance their written, verbal, interpersonal communication skills and presentation techniques to ensure success in any business environment.

Students will also develop important workplace communication skills which include communicating using MS Office as well as important time management skills to help them operate more efficiently and be more productive.

2. Customer Service

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

4. Food and Beverage Operations

The aim of the Food and Beverage Operations module is to provide students with an understanding of the operational and supervisory aspects of running a food and beverage operations for international and local clientele in a range of establishments. Additionally, students 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, students 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.

• Ontario Secondary School Diploma or Equivalent * or Mature student **
• Age 18 or older
• IELTS of 5.0 or equivalent for Non-native English speakers 

*A transcript, diploma or certificate from another country are considered equivalent to an Ontario high school diploma if assessed at an Ontario OSSD level by a recognized assessment service.

See the pre-approved recognized assessment services below:

• World Education Services- wes.org
• University of Toronto, School of Continuing Studies, Comparative Education Service – learn.utoronto.ca/ces
• International Credential Assessment Service of Canada- icascanada.ca

** Mature students must be at least 18 years of age and pass a Wonderlic Scholastic Level Exam.

You must take and successfully complete all modules and the co-op to be awarded a Certificate in Customer Service Excellence Co-op. You are required to achieve a minimum overall grade of 50% per module in order 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 Assignments:-------------------------- 50%
• Participation:----------------------------------------- 10%
• Final exam:-------------------------------------------- 40%
• Work Placement Evaluation:------------------ 100%

Upon completion of this program, you will be awarded an Advanced Diploma in Hospitality and Tourism Management Co-op.If you do not pass, you can re-enroll in the course and re-take at the next available sitting.

Graduates can go onto careers in a variety of different industries including:

• Hotels, Motels, Resorts:
Front desk agent, room attendant, in-room dining attendant, concierge, registration agent

• Restaurant, Bars and other food and beverage establishments: Servers, hostess, bartenders

• Travel Agencies and transportation:
Sales representative, tour guide, travel agent, visitor information counsellor