Customer Care: Cultivating the Culture and Language of Service at CLB 4 – 6
The main focus of this project is to develop a course for learners at CLB 4 - 6 who are working in the service industry (hospitality or retail) and wish to improve their skills in the area of customer care. The course will be offered in a part-time blended format with a coaching component to consolidate learning and solidify the skills taught. The course aims to support language acquisition and intercultural competence for learners at CLB 4 – 6 by increasing:
- customer service skills to improve employment options
- digital literacy skills through online learning
- critical thinking and assessment skills
The focus of this phase is to research, design, and develop a customized customer care course. The Centre will collaborate with Talent Pool, who will provide contact information of human resources personnel to facilitate the research phase of the project.
The timeline for this phase is January 2017 to August 2017.
The focus of this phase will be to deliver the course to three cohorts of learners. Upon completion of the pilots, revisions to the course content will be made.
The timeline for this phase is September 2017 to May 2018.