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Customer Service & Job Preparation English

The main goal of this class is to increase the English level of students who are planning to work in the customer service industry in Canada. This course will help prepare them for the challenges they may face while working and help them create a strong English resume. In order to be successful in the class, students will be required to apply their English skills when building their resume, preparing for job interviews, and engaging with their classmates. Upon successful completion of the course, students will receive a letter of recommendation from their teacher as well as a program certificate which will prove satisfactory completion of the class.

Class Topics:

• Building a resume in English.
• Creating a LinkedIn profile.
• Customer service analysis.
• Handling customer complaints.
• Smart Serve.
• Interacting with customers/coworkers.
• Job interview practice.

Highlights

• Build you resume in English.
• Learn how to create an engaging linkedin profile to attract potential employers.
• Develop customer service skills that you can use in a real life job!
• Practice job interviews.
• Learn how to interact with customers and handle complaints in English.
• Learn about the smart serve.

Timetable

Class Outcomes

Upon successful completion of this course, students will be able to:

• Create a clear and professional English resume tailored for customer service jobs.
• Develop and optimize a LinkedIn profile to attract potential employers.
• Use appropriate vocabulary and expressions for customer service interactions.
• Handle common customer complaints confidently and politely.
• Demonstrate effective communication skills in job interviews.
• Understand and apply Smart Serve knowledge relevant to the workplace.
• Work collaboratively with classmates through role-plays and presentations.

Delivery Methods

• Pair work, group work and role-plays.
• Handouts with common vocabulary and useful workplace expressions.
• Homework assignments.
• Group / Individual presentations.
• Field Trips.

Evaluation

• Ongoing teacher feedback during class activities and role-plays.
• Informal assessment based on participation and use of English in tasks.
• Completion of a final presentation or mock interview demonstrating learned skills.
• No formal exams; successful completion based on active involvement and assignments.

Attendance Policy

Regular attendance is required to be successful in this class. You are expected to attend all classes. In order to receive the class certificate and reference letter, students cannot be absent for more than 3 days.

Materials

• Resume and LinkedIn profile templates.
• Handouts with common customer service vocabulary and workplace expressions.
• Sample interview questions and role-play scenarios.
• Smart Serve training materials and resources.
• Homework assignments related to job preparation tasks.