Customer Service Professional
Discovering, Experiencing,
and Sharing the World of Hospitality
Meet customer service professional students from around the world, sharpen the skills you will need in the service industry, and develop the confidence, perspective, skills, knowledge and drive that will help you succeed in the hospitality industry.
The fundamental duties of a customer service worker are to answer questions, resolve problems and provide caring and efficient service. Success in this regard depends on the worker’s ability to connect with customers on a personal level. To that end, this program will teach skills related to forming proper attitudes, creating strong first impressions, communicating well both verbally and non-verbally, and – most importantly – understanding just what it is a customer needs and wants.
Preparing students for success in a changing world
Join us in participating and practicing within the exciting world of customer service professionals in this highly interactive program. Videos, lectures, guest presentations, and field trips abound!
Location
Type
Diploma Program
Program Length
28-week
Admission Requirements:
- A recognized international English equivalency test score, OR
- A pass on our entrance exam; OR
- Show proof of one: TOEFL iBT 53, TOEIC 550, IELTS 4.5
Program length: 28-week Diploma Program – 560 hours
(Students may register one course at a time)
Daily Schedule
- Monday to Friday
- 9 am – 1 pm
- Graduation Requirement: 70% average upon successful completion of all in-class courses and optional practicum.
Certificates
Please note: Students can take 1 to 6 courses and receive a Certificate of Completion for each course taken:
• Interpersonal Skills Development Certificate of Completion
• Food and Beverage Certificate of Completion
• Communications Certificate of Completion
• Career Tools Certificate of Completion
• The Hotel Industry Certificate of Completion
• Tourism Certificate of Completion
• Leaders and Motivation Certificate of Completion
GIVE US A TRY FOR FREE TO SEE FOR YOURSELF!
HOW CAN VIC-CC SUPPORT YOU ON YOUR CAREER AND ACADEMIC PATHWAY?
01
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.
02
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 Serving-It-Right, an integral component program 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.
03
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.
04
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. Interested students will be advised about the BC FOODSAFE certificate and exam. Please note: there is an additional charge to take the BC FOODSAFE exam. About BC FOODSAFE: the course is NOT required for servers, but may be required by individual restaurants.
05
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.
06
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.
07
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.
Customer Service Professional
FREE Demo Classes
22
sep
4:00 PM
Demo lessons give you a “demonstration” or an example of what a typical class is like. Anyone can sit in a demo lesson, and instructors are available to answer any program questions throughout the lesson. Demo lesson topics can be customized for groups (ex: a group of instructors from one school may like a TESOL demo lesson on “Tips for Online Instruction).
20
oct
4:00 PM
Demo lessons give you a “demonstration” or an example of what a typical class is like. Anyone can sit in a demo lesson, and instructors are available to answer any program questions throughout the lesson. Demo lesson topics can be customized for groups (ex: a group of instructors from one school may like a TESOL demo lesson on “Tips for Online Instruction).
17
nov
4:00 PM
Demo lessons give you a “demonstration” or an example of what a typical class is like. Anyone can sit in a demo lesson, and instructors are available to answer any program questions throughout the lesson. Demo lesson topics can be customized for groups (ex: a group of instructors from one school may like a TESOL demo lesson on “Tips for Online Instruction).
15
dec
4:00 PM
Demo lessons give you a “demonstration” or an example of what a typical class is like. Anyone can sit in a demo lesson, and instructors are available to answer any program questions throughout the lesson. Demo lesson topics can be customized for groups (ex: a group of instructors from one school may like a TESOL demo lesson on “Tips for Online Instruction).
CSP – CUSTOMER SERVICE PROFESSIONAL
- Learn the basics of one of the fastest-growing industries; hospitality
- Expand your communication skills through unique speaking activities
- Earn your diploma in Customer Service, as well as your BC FOOD SAFE and Serving It Right certificates in one program
- Enhance your resume, learn and practice interview skills and gain confidence to improve your chances of finding a good job
A division of CIBT Education Group