Service Excellence Training two students talking to each other

Colleges & Universities

For the past 30 years, OTEC has been working with industry and instructors to develop qualifications frameworks, articulation agreements and curriculum mapping projects designed to facilitate more efficient integration models across the province, and, a more effective workforce.

Designed specifically for post-secondary academic institutions, this course focuses on both the organizational theory and the practical skills required in a customer service organization.

Customer Service Skills is a 30-hour course designed specifically for post-secondary students. It provides students with advanced knowledge, skills and abilities for working in customer-centric positions. Customer Service Skills focuses on both the organizational theory that defines service cycle management and the practical skills required in a customer service organization.

Customer Service Skills

Educators can use National Occupational Standards to ensure curriculum mirrors Industry Standards.

National Occupational Standards are manuals listing the skills and knowledge required to be successful in an occupation, and are available for a wide range of tourism and hospitality professions. Developed and validated by industry experts, National Occupational Standards represent what real employers look for in new hires, and reflect actual workplace conditions and current issues affecting the occupation. Educators can use National Occupational Standards to ensure curriculum mirrors Industry Standards.

emerit Occupational Standards & Certifications

Educators can utilize the National emerit Learning Management System to support Co-op programming and track students’ work experience.

OTEC is the exclusive Ontario distributor of emerit Professional Certification programs which are based on National Occupational Standards developed and maintained by the Canadian Tourism Human Resource Council (CTHRC). The standards are developed in consultation with key tourism industry stakeholders from across Canada.

Educators can incorporate emerit Certification specific to the occupation and focus of study of the course, enabling students to achieve a nationally recognized industry certificate as part of their certificate and diploma programs.

emerit Occupational Standards & Certifications

OTEC provides consulting support to assist instructors, course coordinators and academic departments with mapping the emerit National Occupational Standards to existing course curricula.

By completing a Standards Mapping process, OTEC is able to assist academic programs with identifying gaps in the skills and knowledge covered in existing courses to determine areas where supplemental course content is required to effectively prepare students with the required skills and knowledge to successfully complete the emerit Certification Exam.

“Training program is the foundation course in all tourism and hospitality academic programs at Humber College. This is an outstanding product using a creative and interactive approach in the delivery of essential customer service skills and knowledge. In my view, it should be a prerequisite for all hospitality and tourism graduates of every university and college in the country.”

— Alister Mathieson, Dean, School of Hospitality, Recreation, and Tourism,
Humber College Institute of Technology and Advanced Learning