Certificate in Customer Service Excellence (Accelerated)
This 24-week program concludes with a 12-week capstone project on real-world applications in areas related to hospitality and tourism. Powered by innRoad and Perlego, the program includes hands-on training with the inroad property management system.
Fees & Facts
This 24-week program will train you to become a leader in delivering unparalleled customer service and experiences.
Learn from industry experts on hospitality management such as front desk operations, food and beverage service, and customer experience. Students will develop core competencies such as problem-solving, relationship-building, leadership, and teamwork.
Program Outcomes
- Learn about the different aspects of hospitality management such as front desk operations, food and beverage management and customer service
- Gain excellent communication skills that will allow you to work in any business environment
- Focus on the latest developments in the hospitality and tourism industry
- Identify and understand the techniques and theoretical knowledge required in the modern hospitality and tourism environment
- Develop competencies such as effective problem-solving, communication skills, excellent customer service skills, leadership and teamwork
- Acquire the necessary knowledge and skills needed to be successful in the hospitality and tourism industry
- Strengthen your resume with Canadian work experience
Capstone Project
The Customer Service Excellence (Accelerated) program culminates with a capstone project that you will complete in 12 weeks. This immersive experience allows you to apply your academic knowledge in a specific area of hospitality and tourism to solve industry-relevant challenges.
Key Features of the Capstone Project:
Approval and Mentorship
To get started on a capstone project, you must first receive approval from the Career Services department and be appointed a project mentor.
Timeline
The project spans 12 weeks, with 6 structured phases:
- Week 1: setting goals, creating a roadmap, establishing a mentorship schedule.
- Weeks 2-5: conducting research and analysis.
- Week 6: mid-point evaluation with mentor.
- Weeks 7-10: completing project work and finalizing strategies and analyses.
- Week 11: writing the report and preparing your presentation
- Week 12: submitting the completed report and presenting your project
Project Deliverables
- Project plan and schedule (approved by project mentor)
- Final project report
- Presentation of the project
Project Topic
You may have a great idea you would like to investigate. The capstone project offers the freedom to explore your interests that integrate with the program’s learning outcomes. Your project mentor is also there for support if you need guidance in selecting a topic.
The capstone is an invaluable opportunity to think critically about the industry’s challenges and use cutting-edge best practices to demonstrate viable solutions, preparing you for success in the dynamic and ever-evolving hospitality and tourism industry.
The program is comprised of 240 hours of classroom learning and another 240 hours toward the completion of a final capstone project. Graduates of the program will successfully complete the following modules:
The modules are:
1. Hospitality Career Readiness
This module will help you develop and enhance your written, verbal, interpersonal skills, communication skills, time management skills, and presentation techniques to ensure success in any business environment. You will also learn to use Microsoft Office to help you operate more efficiently and become more productive.
2. Customer Service
The aim of this module is to give you a better understanding of what customer service is and how it can be utilized to satisfy the needs and wants of customers. It also emphasizes the importance of effective communication techniques when dealing with various customer-related situations.
3. Front Office Operations
This module will introduce you to the systems and procedures required for front desk operations. It emphasizes the importance of maintaining high standards of customer service and will help you develop knowledge and skills when assisting customers during registration as well as understanding key legislation.
4. Food and Beverage Operations
The aim of the Food and Beverage Operations module is to provide you with an understanding of the operational and supervisory aspects of running food and beverage operations for international and local clientele in a range of establishments. Additionally, you will gain a fundamental understanding of wine and spirits as well as how they are paired with food.
5. Capstone
The final module allows you to apply the knowledge and skills gained throughout the program to a real-world project. You will focus on an area relevant to customer service excellence, such as hospitality, retail, or other service industries, to develop practical solutions for improving customer service experiences. The capstone project enables you to demonstrate your expertise, creativity, and problem-solving abilities while preparing for success in your chosen career path.
- Have an Ontario Secondary School Diploma or equivalent or be at least 18 years of age and pass the Wonderlic test.
For non-native English speakers:
- Successful completion of TSOM EAP Level 2 or
- Have the required IELTS 4.5 score or equivalent or
- Pass the TSOM English Assessment
For more information on English language requirements, please see English Proficiency page
Computer Use Expectation
In order to successfully progress through your studies at Toronto School of Management (TSOM), it is recommended that you have access to a personal computer or laptop. TSOM offers access to computer labs on campus, but availability cannot be guaranteed and some program software may not be available on all open access computers.
You must take and successfully complete all modules and the co-op to be awarded the Certificate in Customer Service Excellence Co-op. You are required to achieve a minimum overall grade of 50% per module to pass. If you fail to meet the learning outcomes and the 50% passing grade in each module, you will have an opportunity to re-take the module at the next available sitting.
The assessment of each module consists of:
- Individual assignment or class test: 50%
- Final exam: 40%
- Participation: 10%
If you do not pass the module, you can re-take the module when it is offered next and by paying a retake fee.
| Grade | Percentage |
|---|---|
| Distinction (D) | 75% – 100% |
| Merit (M) | 55% – 75% |
| Pass (P) | 40% – 54% |
| Fail (F) | 0 – 39% |
| Work placement | Complete/incomplete (C/I) |
Upon completion of this program, you will be awarded a Certificate in Customer Service Excellence Co-op.
Graduates of this certificate can expect career opportunities under NOC 6513, 6525, 6552, 6513 which includes positions such as:
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Jazheel, our student in the Diploma in Hospitality & Tourism Management Co-op program from the Philippines, tells us why she chose to study at TSOM and provides us with tips for aspiring international students.
May Malihan
As a young professional, May wanted to expand her horizons and to have a formal education in Hospitality and Tourism. She chose TSOM after learning about its accolade as the Best Hospitality and Tourism Post-Secondary Education Institution in Ontario last 2020.
Nathaly Cuadros
Nathaly spent most of her life in Spain and there she studied at a university and acquired a bachelor’s degree in Tourism. As a degree holder, Nathaly felt that she needed something new, which is why she decided to study at TSOM.
