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SuperHost Foundations of Service Quality

Customer service skills are highly valued by employers, and continue to be among the top skills required in most workplaces.

SuperHost Foundations of Service Quality is a comprehensive, practical introduction to the principles of providing a quality service experience. This course is ideal for people who are either entering the workforce for the first time or after a significant break, or are fairly new at working in a front-line, customer-facing role.

The course will cover:

  • Basic customer service, communication and teamwork skills – some of the key 21st century skills
  • Relationships between service quality, customer experience, and business objectives
  • The importance of front-line employees in service sector businesses
  • Expectations from the point of view of customers, employers, and employees
  • Communication etiquette and best practices
  • Service recovery techniques
  • Metrics used to assess customer experience and service quality

The Foundations of Service Quality classroom course is estimated to be 6 hours long. The lessons include fun, interactive activities and students will go home with ideas and skills that they can apply to their job right away.

The course materials and activities for the Foundations of Service Quality are intended for individuals functioning at a solid level 2 or higher in their Essential Skills (250+ IRT Score), and requires good command of the English language at Canadian Language Benchmarks Level 6, or higher.


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