C1 

Course 1: Interpersonal Skills Development

Focuses on core communication concepts. Students with customer service experience share their stories, experience and insights, while the class as a whole considers what is fundamental to effective communication and whether this concept matches their own ideas and ambitions. Oral practice sessions and consistent classroom interaction bring the topic to life. The course is primarily geared to students with little or no experience in the canadian customer service field or those who wish to practice and improve their communication skills for success in the workplace.

C2 

Course 2 – Food And Beverage

The key to effective customer service in the restaurant and bar industry hinges on the ability to communicate clearly and professionally in a positive and friendly manner. Real communication goes hand in hand with cultural awareness: without the latter, the former will simply not happen. This course combines the required knowledge in the food and beverage industry with the command of language required, giving students an exhilarating sense of empowerment. In this course, students will learn some concepts of liquor services (relevant to the Serving It Right course required by most restaurants, hotels and bar employers in Canada). Customers can be demanding; you need to be able to keep your cool and offer professional service even in difficult situations. You’ll learn and practice language that will help you with this and through practice, you’ll gain the confidence you need to be a customer service professional. In addition, there will be lots of opportunities to discuss the wonderful world of food and beverages.

C3 

Course 3: Communications

The course focuses on those areas of communication most relevant to students of customer service. Knowing how to effectively communicate within a country’s or a company’s culture is one of the keys to success in the customer service industry. The focussed and specialized curriculum is designed to enhance students’ writing, listening, and speaking skills in all areas of the job process; from getting started to communicating on the job to working relationships.

C4 

Course 4: The Hotel Industry

Focuses on the knowledge, and skills relevant to working in the Canadian hotel industry, with an emphasis on the understanding reservation and check-in systems, concierge functions as well as advice on handling a wide range of customer inquiries. Students will learn about the challenges, systems and key industry terms through interactive classroom lectures and activities. 

C5 

Course 5: Career Tools

Whether a student is currently employed in the customer service industry in Canada, looking for work, or interested in upgrading their job, this course provides a variety of skill development and practical advice in job and career pursuits. In this course, students create a formal resume and cover letter, and practice a formal and graded interview, complete with feedback, coaching, and advice for success.

C6 

Course 6: Tourism

Learning what one needs to know and practicing the skills required to succeed in an entry-level customer service position within the tourism industry is the focus of this course. This course gives students the language, information and skills to get started by listening to tourism industry personnel talk about their work, learning key interpersonal skills for customer relations, as well as working on tourism projects and doing internet research. This course also incorporates a field trip to the Vancouver Tourist office and a variety of tourist sites, with Vancouver itself serving as part of students’ classroom research.

C7 

Course 7: Leaders and Motivation

Leadership can be defined as the ability to inspire the support and confidence of people in order to accomplish common goals. This course not only extends the principles and practices of customer service but also provides direction for those who want to pursue further career challenges and take on more supervisory roles. Case studies, surveys, self-assessment quizzes, and skill-building exercises will lead the students along the path to career growth. A very interactive and personal self-examination course.