Customer Service Excellence Program

Program Overview

• Total duration: 24 hours (8 modules × 3 hours).
• Target audience: Frontline staff, call-centre agents, reception specialists, retail associates, service coordinators, and early-career team leads who interact directly with customers in Canadian workplaces.
• Delivery: Self-paced online or blended; each module can stand alone but also builds toward a Customer Service Excellence Certificate.

Core Outcomes by the End of 24 Hours, Learners Will Be Able To:

• Demonstrate professional, courteous, and inclusive customer interactions across in-person, phone, email, and chat channels.
• Use structured questioning, active listening, and problem-solving steps to resolve customer issues efficiently.
• De-escalate common conflict situations while maintaining safety and protecting organizational reputation.
• Apply basic service standards, metrics (e.g., response time, first-contact resolution), and feedback loops to improve service quality.
• Use digital tools and AI assistants to support service tasks (drafting responses, summarizing cases) while protecting confidentiality and maintaining human judgment.
• Build resilience and professional wellbeing in high-contact customer service roles.