Service Excellence Course for Business

Program Overview

The Service Excellence for Business program equips students with essential customer service skills and knowledge through a combination of theoretical instruction and practical experience. Designed for individuals seeking to enhance their English proficiency and specialize in the customer service field, the program offers a 1-year Diploma with Co-op, a 1-year Diploma without Co-op, and a 6-month Certificate. Graduates are well-prepared for employment in various sectors, including sales, human resources, leadership, hospitality, and event planning.

Program Outline

Degree Overview:

Overview:

• The Service Excellence for Business program prepares students for success in the Canadian customer service industry.
Through a combination of theoretical knowledge and practical experience, students develop essential skills and gain valuable work experience.
• The program is designed for individuals seeking to enhance their English language proficiency while acquiring specialized knowledge and skills in the customer service field.
• Upon completion, graduates are well-equipped to secure employment as customer service professionals in various sectors, including sales, human resources, leadership, hospitality, and event planning.

Objectives:

• Develop a comprehensive understanding of Canadian workplace values and practices.
• Master effective customer service techniques and strategies.
• Apply customer service principles in real-world scenarios.
• Enhance professional communication skills, both oral and written.
• Cultivate strong interpersonal and teamwork abilities.
• Gain practical experience through a paid co-op placement.

Outline:

Structure:

• The program comprises three levels: a 1-year Diploma with Co-op, a 1-year Diploma without Co-op, and a 6-month Certificate.
• The 1-year Diploma with Co-op includes 24 weeks of in-class instruction, a 4-week break, and 24 weeks of paid co-op work experience.
• The 1-year Diploma without Co-op consists of 24 weeks of in-class instruction and a 4-week break.
• The 6-month Certificate involves 24 weeks of in-class instruction and a 2-week final project.

Course Schedule:

• Classes are held Monday to Friday from 3:00 PM to 6:00 PM.
• Additionally, a 5-hour online component is required each week.

Modules:

1-year Diploma with Co-op/1-year Diploma without Co-op

• Canadian Workplace Essentials (CWE01):
• Values, attitudes, and skills for entry-level employees and new Canadians
• Resume writing, interviewing skills, and business communication
• Food and Beverage Service (FBS01):
• Roles and responsibilities of food and beverage workers
• Workplace safety
• Front Desk Service (FDS01):
• Roles and responsibilities of front line representatives
• Key administrative tasks for hotel front desk, office reception, and other industries
• Customer Service Skills (CSS01):
• Core competencies and best practices for excellent customer service
• Anticipating customer needs and using service recovery processes
• Event Planning (EEP01):
• Planning, developing, marketing, and staging events
• Financial planning, project management, negotiation, and other responsibilities of Conference and Event Coordinators
• Sales Fundamentals (SSF01):
• Transferable skills for a range of sales environments
• Principles of providing exceptional service
• Product-selling strategies and partnership building
• Leadership (LDS01):
• Confidence, capacity, and competence in dynamic business environments
• Leadership skills through analysis of personal strengths and weaknesses
• Defining leadership roles, working in teams, using motivation techniques, and resolving conflict
• Human Resources Fundamentals (HRF01):
• Role of human resources management in increasing company performance
• Recruiting, selection, training, retention, employee relations, health, and safety from a management perspective
• Final Project (FFP01):
• Project based on core principles of customer service
• Opportunity to apply skills and knowledge from the program and reflect on Canadian customer service experiences

Assessment:

• Assessment methods vary depending on the specific modules.
• Methods may include:
• Written assignments
• Class participation
• Projects
• Presentations
• Students are evaluated on their knowledge, skills, and abilities to apply customer service principles effectively.

Teaching:

• The program employs a variety of teaching methods, including:
• Lectures and discussions
• Case studies
• Role-playing exercises
• Simulations
• Group work
• Faculty members are experienced professionals in the customer service industry, ensuring students receive up-to-date knowledge and industry insights.

Careers:

Potential Career Paths:

• Customer Service Representative
• Sales Representative
• Hotel Front Desk Agent
• Event Coordinator
• Human Resources Assistant

Opportunities and Outcomes:

• High demand for skilled customer service professionals in Canada
• Excellent job prospects and career advancement opportunities
• 100% guaranteed job opportunities during the co-op term
• Enhanced employability and competitiveness in the global job market