Customer Service Program

Customer Service Program


 What is it?

The Customer Service Program is designed to give candidates an edge in the hospitality, tourism and retail industries, where the people and communication skills of the front line staff are vital to the success of the business. The course offers an interactive curriculum providing a solid base in the skills students will need to succeed in Canada’s extremely competitive job market.

Who is this course for?

The Customer Service Program is designed for those with no experience in the service industries but is also useful for those who have had some experience but wish to upgrade their skills. The course is of particular benefit to new arrivals to Canada seeking to improve the cultural knowledge and linguistic proficiency required for employment in North America.

What will you gain?

• Improved business communication skills
• Developed active listening skills
• Expanded workplace vocabulary
• Refined interview skills
• Improved inter-personal and inter-cultural skills
• A practicum (usually paid) consisting of employment in various sectors of the service industry.

Co-op Program Options

Customer Service Fundamentals:
3 modules (12 weeks)
12 weeks co-op
Customer Service:
4 modules (16 weeks) 16 weeks co-op
Customer Service Plus:
5 modules (20 weeks) 20 weeks co-op
Customer Service Plus and Marketing
6 modules (24 weeks) 24 weeks co-op

Note: Intake every 4 weeks for all our Customer Service Programs; with 12 intakes per year.

Program Modules

Workplace Essentials

  • introduction to Customer Service industry
  • effective customer service practices inCanada.
Customer Service in Hospitality and Tourism

  • labour market information in the hospitality and tourism industryin Canada.
Customer Service in Retail

  • information about the Retail industry
  • effective customer service skills within the field.
Business Essentials Plus

  • written and spoken business communication
  • variety of communication methods for the modern businessoffice.

  • principles and strategies in the marketing of hospitality, tourism and retail sectors.
Career Connect

  • essential entry level work skills required to successfully get and keep a job.


What is the schedule like?

The Customer Service Program includes field trips, guest speakers and presentations in addition to class work, homework assignments and exams. The course is divided into 4 week modules with each module addressing a different aspect of customer service (for example: retail, hospitality, tourism, etc) and the service industries in Canada.

• 96 contact hours per module.
• 4 outside visits per module.
• Weekly assessments to ensure students are meeting the expected learning outcomes.
• Group presentations.
• 20 hours of homework per module.

Content changes according to the module. The following is an overview of a generic day in the classroom.

9:00 – 10:00 Speaking Practice and Homework review.  
10:10-11:10 Vocabulary for job candidates Students use this time to review and put into context any new vocabulary or industry phrasing relevant to the topics covered in that weeks module. This would also be the time block(s) where the instructor would introduce any new materials to be studied.
11:20-12:20 Group presentation preparation Teamwork is an important component of the workplace. Group presentations provide students an opportunity to build teamwork skills which are integral to the course and successful completion of the Diploma. Students are often assigned a presentation to be given by their group in the afternoon.
12:20-1:20 Lunch A much needed break and a chance to make any last minute preparations for your lessons!
1:20-2:20 Group presentation Time to show your hard work.
2:30-3:30 Exam Workshop This is a time for teamwork and personalized instruction from your teacher as you prepare for your weekly exams.

How long is the course and when can I enroll?

Candidates may choose from a 12 week course followed by a 12-week practicum, 16 week course followed by a 16-week practicum, a 20-week course followed by a 20-week practicum and a 24-week course followed by a 24-week practicum.

New students are accepted into the course every four weeks following the completion of each module.*

*See dates above for details

What are the admission requirements?

• High School graduation or equivalent.
• English language proficiency equal to TOIEC 500 or,
International House level 4, (Lower Intermediate), or Canadian Language benchmark 5.
• Successful completion of interview with qualified instructor via Skype or in person.

Candidates who do not have the necessary level of English may enter a general English program at International House Vancouver until they reached the proficiency required.


Approval by PTIB

This course is approved.

Start Dates 2021

January 4
February 1
March 1
March 29
April 26
May 25
July 5
August 3
August 30
September 27
October 25
November 22

Scheduled breaks:
June 21 to July 2
December 18 to 31

Start Dates 2022

January 4
January 31
February 28
March 28
April 25
May 24
July 4
August 2
August 29
September 26
October 24
November 21

Scheduled breaks:
June 20 to July 1
December 19 to January 6 (2023)