Study and work with customer service professional students and co-workers 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.
To that end the Advanced Customer Service Professional diploma program, will not only teach skills related to customer needs and wants, but will also provide the graduate of the in-class portion of the class to practice what they have learned over 560 hours of real life customer service paid work experience.
During the 28-weeks of in-class instruction, join us in participating and practicing within the world of Customer Service Professionals in this highly interactive program. Videos, lectures, guest presentations and field trips abound!
This first 28 weeks of the classroom portion of ACSP follows a 9am-1pm, Monday - Friday scheudle which provides you with the skills to succeed in the hospitality industry, while at the same time allowing you the ability to work part-time (up to 20 hours per week) and/or explore your new Canadian city!
The next 28 weeks of co-op work experience allow you to connect, practice, and polish what you have learned in class to the real world setting of a Canadian customer service workplace job, all the while communicating with your KGIBC-CTC/KGIBC co-op liason.
Create exciting and rewarding job opportunities for yourself!
Type Diploma Program Campuses Vancouver & Victoria Program Length 56 weeks (1120 hours)
(28 weeks in-class & 28 weeks co-op work term)
Schedule Classroom: 9:00 am to 1:00 pm Monday to Friday; (20 hours/week)
Co-op: at the discretion of the employer
Average Class Size 12 Students Additional Foodsafe BC and Serving It Right Instruction (certifcation optional) Graduation Requirements 70% average upon successful completion of all in-class modules and co-op
- Module 1: Interpersonal Skills & Development
- This module focuses on core communication concepts. Students with customer service experience share their stories and insights, while everyone reflects on what is at the heart of effective communication and whether this message is similar with their own ideas and ambitions. Oral practice sessions and consistent classroom interaction, bring the topic to life. The module is primarily geared to students with little or no experience in Canadian customer service work or those who wish to practice and improve their communication for success in the workplace.
- The key advantage of effective customer service in the restaurant and bar industry hinges on the ability to communicate clearly and professionally in a positive and friendly manner. For any ESL student, this module delivers skills, tobs, and confidence building in abundance. Real communication goes hand in hand with cultural awareness: without the latter, the former will simply not happen. This module welds the required knowledge in the food and beverage industry and command of language required, giving students an exhilarating sense of empowerment. Within this module, students will learn Serve-It-Right, an integral component program required by most restaurant, hotel and bar employers Module 3: Career Tools & Job Search
- Whether the student is currently employed in the customer service industry within Canada, or is looking for work, or possibly interested in upgrading their job, this module will provide a variety of skill development and practical advice in job and career pursuits. In this module, the student will have the opportunity to create a formal resume and cover letter and practice a formal and graded interview, complete with feedback, coaching and advice for success. Module 4: At Your Service: Hotel and Catering Industry
- The focus of the module offers advice, knowledge and skills relevant to work with Canadian hotels and the catering environment with a focus on understanding the system from reservations, to check-in, concierge functions and handling a wide variety of customer inquiries. Students will learn key industry terms, challenges and systems through interactive classroom lectures and activities. This module also includes a complete lesson of the knowledge required to earn one’s FoodSafe BC certificate with an option to pay additionally for and take the FoodSafe BC exam in class. Module 5: Communications
- The module focuses on those areas of communication most relevant to customer service students. Few employees in the customer service field can expect to succeed without at least a basic understanding of how to communicate within a country’s or company’s culture. Because of the nature of the material invbved, the module tends to provide a major boost to students’ writing, listening, and speaking skills from getting started, to communicating on the job and on to working relationships. Module 6: Tourism & Hospitality
- Learning what one needs to know and practicing the skills required to succeed in an entry level customer service position within the tourist industry is the focus of this module. This module gives the student the language, information and skills to start 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 internet research. This module also incorporates a field trip to the Vancouver Tourist office and a variety of tourist sites with Vancouver as part of the student’s classroom research. Module 7: Customer Satisfaction: Leadership & Motivation
- Leadership can be defined as the ability to inspire support and confidence of people who are needed to accomplish common goals. This module not only extends the principles and practices of customer service, but also serves as a channel for those who are ambitious to grow throughout their work and take on more supervisory functions. Case studies, surveys, self-assessment quizzes, and skill building exercises will lead the students through this journey of career growth. A very interactive and personal self-examination module.
- Work Term Co-op
Customer Service Professional Coordinator & Instructor
Carole has been with KGIBC-CTC in a variety of roles (TESOL, IELTS, Business instructor and TESOL for Test Preparation and Customer Service Professional Coordinator) since moving from Toronto to Vancouver in 2010. Before arriving in Vancouver, Carole had a very successful career in sales and customer service management with a variety of Fortune 500 corporations. Carole earned both her BSc in psychology and her Masters in Statistical Psychology at Trent University in Ontario. She continued her education and experience by training and earning her TESOL Canada diploma, as well as becoming an IELTS and CELPIP examiner. Carole loves to teach and she considers her student’s success as her own success.
- Learn knowledge from both inside and outside the classroom (tours and excursions)
- Learn the basics from hospitality industry experienced professional instructors
- Expand your communication skills through team and instructor speaking activities
- Opportunity to earn your college diploma in Customer Service, as well as your FoodSafe BC and Serving-It-Right certificates in one program
- Understand your own personal strengths, to interrelate with others
- Enhance your resume, learn and practice interview skills and gain confidence to improve your chances of finding a good job
- Broaden your service industry contact network
- Opportunity to earn your college diploma in Customer Service, while at the same time, study for your FoodSafe BC and Serving-It-Right certificates, all in one program!