Professional Customer Service Co-Op Certificate

This program will provide students with the fundamental knowledge of business procedures and customer relationships that are required to succeed in customer service and sales environments. Upon graduation, students will be prepared for entry-level customer service and sales employment in a wide variety of businesses. Students will learn how to maximize their customer service skills to improve overall customer and business relationships and how to implement strategies to communicate effectively in diverse work environments.


The Co-op is an integral component of the program as it will provide students with an opportunity to integrate academic studies with related employment experience. Students will enhance workplace skills and theory learned during their academic semesters through hands-on practice and return to the classroom with new perspectives gained from their employment. Graduates will be able to demonstrate knowledge and practical skills in public and customer relations such as strategies to meet the needs of multi-cultural customers, communicate effectively across cultures, work as part of a team, problem-solve and manage difficult customer situations, develop customer relationships and create value for their employer.

  • > Duration: 8 months
  • > Campus: Vancouver

Course Details

    This highly interactive, face-to-face course provides an understanding of the interpersonal communication skills required to develop constructive relationships in the multicultural workplace. In the first part of the course, selected foundational theory, sources of interpersonal difference and barriers to understanding are examined. The latter part of the course emphasizes workplace application of cross-cultural interpersonal communication skills and strategies. Leadership, small group communication, and professional and ethical issues in the multicultural workplace are investigated.

    This “hands-on” course covers communication theory, aspects of written communication, and introduces students to public speaking. On completion of this course, students will be able to: package thoughts clearly, and provide clearer communication of both written and verbal messages, write error free business-related documents necessary to develop and maintain a career, research, prepare and write a formal report or proposal, and research prepare and hold an oral presentation, including necessary graphics.

    This course covers basic skills involved in finding and securing employment. The topics in this course all relate to job search strategies, including creating an effective resume, writing a professional cover letter, practicing interview techniques, networking, using the Internet to job search, and understanding labour services. Upon completion of this course, students will have an understanding of the job search process, which involves becoming familiar with the current opportunities in the job market, selecting a current job opportunity suited to one’s strengths and interests, and employing techniques to secure that employment. Students require a Social Insurance Number (SIN) before their first day of their Co-op Education. They will apply for their SIN at the s of this course.

    This highly interactive course provides opportunities for students to develop teamwork, interpersonal, speaking and listening, problem solving, and leadership skills in a face-to-face setting. Core components include foundational interpersonal communications theory, verbal and non-verbal communications skills, basic conflict management, group dynamics, and ethical interpersonal behaviour. Course work may also include instruction in oral presentations, interviews and meetings.

    This introductory course examines the application, management, and trends of marketing in the Canadian and global marketplace. Students will explore the primary elements of the Marketing mix (Product, Price, Promotion, and Place); how to utilize the elements of the Marketing mix to create value for the customer, and how to satisfy consumer needs. Students will gain the knowledge of how to create customer value, develop customer relationships and sustain profitability for a business through the efforts of Marketing.

    This course provides knowledge and practical skills in public and customer relations. Topics include interpersonal relations; positive customer attitudes and awareness; image and professionalism; quality customer service; customer service policies and skills; special needs customers; dealing with difficult customers; conflict resolution and negotiation; public speaking; and media relations. Cultural diversity and sensitivity is emphasized when meeting the needs of multi-cultural customers. Additional topics covered are User Support and Help Desk Functions. User support processes and activities are examined.

    As an integral part of the Professional Customer Service Co-op Certificate, the Co-op is designed not only to provide a period of full time productive employment in the Canadian work place, but also enable students to apply classroom theory and skills to that employment. Students will experience real-world business practices and return to the classroom with new perspectives gained from their employment. Students will be able to perform multifaceted business functions in occupations such as: project management, business analysis, accounting, sales, teamwork, and research to support the marketing activities of an organization.

    After completing your Co-op Work Placement, you are required to submit a report summarizing your learning and experience which may include a combination of written report, journal, portfolio, or other media. Throughout your Work Placement, you must keep a weekly log to track your activities as well as your thoughts, concerns, and experiences. This will help you when it is time to sit down and create your report.

Academic Admission Requirement:

  • High School Diploma (Grade 12)
  • GED
  • Mature student status
  • Mature students are those who have been out of full-time formal education for at least four years but can demonstrate high academic potential through a range of achivements and life experiences beyond academics.

English Language Admission Requirements:

  • IELTS 5.5
  • TOEFL 46-78
  • Completion of VanWest English Level 7 with a final grade of 75% or above or
  • Vanwest Placement test: Level 8

Tuition & Fees

  • Tuition
  • $8,135
  • Registration Fee
  • $210
  • Test / Assessment Fee
  • $250
  • Total Fee
  • $8,595

    Start Dates

    • 2017: January 3, February 27, April 24, June 19, August 14, October 10, December 4
    Course Textbook
    Cross-Cultural Communication
    Martin, J., Nakayama, T.K., (2014). Experiencing Intercultural Communication: an introduction. 5th Ed. McGraw-Hill. (Smartbook)
    Marketing Essentials
    Crane, K. & Rudelius, H. (2014). Marketing. 9th Canadian Ed. McGraw Hill. (Smartbook)
    Organizational Behaviour
    McShane, S.L., Sheen, S. & Tasa, K. (2014). Canadian Organizational Behaviour. 9th Ed. McGraw-Hill.
    Customer Service Skills
    Lucas, R. (2015). Customer Service Skills for Success, 6th Ed.McGraw-Hill. (Smartbook)
    Ross, S., Westerfield, R., Jordan, B., & Roberts, G. (2016). Fundamentals Of Corporate Finance. 9th Canadian Ed. McGraw-Hill.
    Market Research
    Hair, Jr., J.F., Celsi, M.W., Ortinau, D.J., & Bush, R.P. (2013). Essentials of Marketing Research. 3rd Ed. McGraw-Hill.

    Course Textbook
    Interpersonal Skills for the Workplace
    Dubrin, A.J. and Geerinck, T.M. (2015). Human relations: Interpersonal, Job-oriented Skills, 4th Canadian Ed. Pearson. (E-book)
    Business Correspondence
    Thill, J.V., Bovee, C.L., & Cross, A. (2015). Excellence in Business Communication. 5th Canadian Edition. Pearson. (E-book)
    Sales Skills and Strategies
    Manning, G.L. (2016). Selling Today. 7th Canadian Ed. Pearson.
    Workplace Preparation
    Lamarre, H.M., & McClughan, K. (2014). Career Focus Canada: A Personal Job Research Guide. 6 Ed. Pearson.
    Introduction to Accounting
    Harrison, W.T., Horngren, C.T., Thomas, C.W., Berberich, G., & Seguin, C. (2015). Financial Accounting. 5th Canadian Ed. Pearson.
    Leadership Skills
    Robbins, S.P., DeCenzo, D.A., Coulter, M.A., & Anderson, I. (2017). Fundamentals of Management. 8th Canadian Ed. Pearson.
    Laudon, K.C. & Traver, C. (2014). E-Commerce Essentials. Prentice Hall.

    Course Textbook
    Principles of Management
    Williams, C., Champion, T., & Hall, I. (2015). MGMT. 2nd Canadian Ed. Nelson.
    Project Management
    Gido, J. and Clements, J.P. (2015). Successful Project Management. 6th Ed. Cengage.

    Course Textbook
    Social Media Marketing
    Tuten, T. and Solomon, M.R. (2014). Social Media Marketing. 2nd Ed. Sage Publications.

    Course Textbook
    Sales Management
    Johnston, M. and Marshall, G. (2013). Sales Force Management, Leadership, Innovation, Technology. 12th Ed. Routledge.

    Course Textbook
    Business Language Skills (BULATS)
    Whitby, N. (2013). Business Benchmark: Pre-Intermediate. 2nd Ed. Cambridge Brook-Hart, G. (2013). Business Benchmark: Upper Inter. 2nd Ed. Cambridge