Reception and Customer Service

Notice:

This is an eText program. Learn about our eText initiative.

About the Program

In just 30 weeks, graduates of the Reception and Customer Service program are prepared to assume roles in a front desk or customer service role. You will develop the skills and strategies required to interact with customers in a professional and appropriate manner in a diverse business environment. This Ontario College Certificate program prepares you to use various office equipment and technologies, while gaining hands-on experience in customer engagement, scheduling appointments, document system maintenance, and purchasing and inventory management. Through a variety of projects, case studies and interactive learning opportunities, you will develop the workplace interpersonal skills needed to support all phases of your career. A field placement is included; allowing you to translate theoretical knowledge from the classroom into applied practice in a workplace setting.

Program Information

Length: One-year Ontario College Certificate program
Location: Doon and Brantford
Start: January
First-Year Capacity: 13

Note:

This program is delivered in a Block Plan format. Students are required to complete all four level 1 pre-requisite courses, in any order, prior to commencing their level 2 studies. The Field placement will be conducted after all other courses have been completed. Students take two courses at a time, 10 hours per week each, over four week blocks.

Admission Requirements

Note re: Admission Requirements

Admission Procedures

Tuition & Fees

Tuition fee details for the 2020-2021 year are listed below. Fees for the next academic year are unavailable at this time. Books and supplies are additional.

Domestic Fees

Estimated fees based upon the previous academic year (2020 / 2021) for Reception and Customer Service - Program # 1491

Doon - Winter 2021 Level 1 & 2 (Program Start: 2021-01-18)
Description Winter 2021 Spring 2021
Full-time Program Tuition $1348.00 $1348.00
Recreation/Athletics Fee $70.50 $70.50
Graduation/Alumni Services Fee $28.45 $28.45
Administration Fee $25.90 $25.90
Technology Enhancement Fee $142.75 $142.75
Capital Development Fee $77.08 $77.08
CSI Association Fee $110.00 $110.00
CSI Health Plan Fee $197.65 $0.00
Work-Integrated Learning (WIL) Documentation Fee $41.00 $0.00
ONE Card Fee $12.75 $12.75
eText Fee $190.00 $0.00
CSI Legal Protection (optional) $20.10 $0.00
CSI Advocacy Fee $0.00 $0.00
CSI Event Fee and Campus Life (optional) $30.00 $30.00
CSI Student Clubs and Societies (optional) $4.00 $4.00
Locker Fee $0.00 $0.00
Alumni Services $0.00 $0.00
Student Spaces $0.00 $0.00
Graduation fee $0.00 $0.00
Academic Support Fee $0.00 $0.00
CSI Academic Support Fee $0.00 $0.00
Health and Wellness Fee $0.00 $0.00
CSI Health and Wellness Fee $0.00 $0.00
Career Services Fee $0.00 $0.00
CSI Career Services Fee $0.00 $0.00
Sustainability Fee (optional) $5.00 $5.00
Student Services $50.65 $50.65
CSI - Student Frosh Kit Fee (optional) $65.00 $0.00
Session Total $2418.83 $1905.08
Year Total   $4323.91

International Fees

Estimated International fees based upon the previous academic year (2020 / 2021) for
Reception and Customer Service - Program # 1491


Doon - Winter 2021 Level 1 & 2 (Program Start: 2021-01-18)
Description Winter 2021 Spring 2021
International Program Tuition $6250.00 $6250.00
Recreation/Athletics Fee $70.50 $70.50
Graduation/Alumni Services Fee $28.45 $28.45
Administration Fee $25.90 $25.90
Technology Enhancement Fee $142.75 $142.75
Capital Development Fee $77.08 $77.08
CSI Association Fee $110.00 $110.00
CSI Health Plan Fee $197.65 $0.00
Work-Integrated Learning (WIL) Documentation Fee $41.00 $0.00
ISR $375.00 $375.00
ONE Card Fee $12.75 $12.75
eText Fee $190.00 $0.00
CSI Legal Protection (optional) $20.10 $0.00
CSI International Health Fee $335.00 $0.00
CSI Advocacy Fee $0.00 $0.00
CSI Event Fee and Campus Life (optional) $30.00 $30.00
CSI Student Clubs and Societies (optional) $4.00 $4.00
Locker Fee $0.00 $0.00
Alumni Services $0.00 $0.00
Student Spaces $0.00 $0.00
Graduation fee $0.00 $0.00
Academic Support Fee $0.00 $0.00
CSI Academic Support Fee $0.00 $0.00
Health and Wellness Fee $0.00 $0.00
CSI Health and Wellness Fee $0.00 $0.00
Career Services Fee $0.00 $0.00
CSI Career Services Fee $0.00 $0.00
Sustainability Fee (optional) $5.00 $5.00
Student Services $50.65 $50.65
CSI - Student Frosh Kit Fee (optional) $65.00 $0.00
Session Total $8030.83 $7182.08
Year Total   $15212.91

Financial Assistance

The Ontario Student Assistance Program (OSAP) is a needs-based program designed to help Ontario students cover the cost of post-secondary education. Funded by the federal and provincial governments, OSAP is intended to promote equality of opportunity for post-secondary studies through direct financial assistance for educational costs and living expenses. These interest-free loans are intended to supplement your financial resources and those of your family. The majority of students apply for loan assistance via the OSAP website. Students can also print the application booklet through the OSAP website.

For more information, please visit Financial Services/Awards.

Graduate Opportunities

Graduates of this program may find employment as receptionists, administrative assistants, office reception clerks, front desk clerks or customer service representatives.

For more details on related occupations, job market information and career opportunities, see the Government of Canada website: https://www.jobbank.gc.ca/home

Pathways & Credit Transfer

Conestoga pathways enable students to build on their academic achievements in order to earn a degree or additional credential. Pathways are formed through agreements between Conestoga programs or partner institutions.

Often applicants have earned credits from another college or university that may allow a student to be granted advanced standing or exemption. Learn more about credit transfer opportunities at Conestoga.

Prior Learning Assessment and Recognition (PLAR)

Conestoga recognizes prior learning of skills, knowledge or competencies that have been acquired through employment, formal and informal education, non-formal learning or other life experiences. Prior learning must be measurable at the required academic level and meet Conestoga standards of achievement. Challenge exams and portfolio development are the primary methods of assessment. Other methods of assessment may be available depending upon the nature of the course objectives. PLAR cannot be used by registered Conestoga students for the clearance of academic deficiencies, to improve grades or to obtain admission into a program.

Learn more about PLAR.

Program Courses

Course Details (1491)
Course Code Course Title and Description
Level 1
CDEV1840 Career Discovery

Description: This course focuses on career exploration and decision making. Students will evaluate their interests, values, skills and abilities through assessment tools and explore the labour market to identify employment trends aligned to their strengths. Effective communication strategies to aid success in the workplace will be covered. By the end of this course, students will have created a personalized development plan to support their future career goals.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

COMM1365 Communication Essentials

Description: This course introduces students to the verbal and written communication skills required for success in their future studies and in the workplace. Students will learn to share information in a clear and professional manner both orally and in writing. Students will develop active listening skills and learn to interpret common workplace documents and texts.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

COMM1535 Team Dynamics and Interpersonal Skills

Description: This course introduces students to the interpersonal skills required for success in the workplace. Students will learn the team structures, role types, and behaviours that inform interpersonal strategies and techniques. Students will learn strategies for working with and communicating with others to prevent and resolve conflicts in the workplace. Students will practice forming teams to complete workplace tasks.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

COMP1134 Introduction to Computers

Description: This course introduces students to the computer skills required for success in the workplace. Students will learn the basics of operating a PC using the Microsoft Windows operating system. Students will learn to use a computer to manage files and edit and create simple documents in Microsoft Office applications. Students will learn Internet browsing and search techniques for working securely and efficiently online. Students will develop their keyboarding skills to increase work efficiency.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

CON0101 Conestoga 101

Description: This self-directed course focuses on introducing new students to the supports, services, and opportunities available at Conestoga College. By the end of this course, students will understand the academic expectations of the Conestoga learning environment, as well as the supports available to ensure their academic success. Students will also be able to identify on-campus services that support their health and wellness, and explore ways to get actively involved in the Conestoga community through co-curricular learning opportunities.
Hours: 1
Credits:
Pre-Requisites:
CoRequisites:

ETR1140 Student Success Strategies

Description: This course provides students with an introduction to the post-secondary environment and expectations of college level learning. Students will be oriented to the services available from Conestoga to support them in their studies and enhance their college experience. Students will learn and develop academic and personal skills required for success in a post-secondary program. In addition, students will identify strategies that promote wellness and resilience. Students will gain experience with using APA format for written assignments and be exposed to Conestoga College's online learning platform to locate information, engage in course discussions, and complete assignments.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

ETR1410 Human Resources in the Workplace

Description: This course introduces students to their rights and obligations in the Ontario workplace. Students will learn concepts of organizational structure common to a variety of workplaces to aid in orienting upon entry to a job. Students will be introduced to the laws and regulations that protect workers and guide workplace practices. Students will explore current issues in the workplace in Ontario and discuss how these issues may affect their employment.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

MATH1165 Math Fundamentals for the Workplace

Description: This course will provide the student with learning tools that will help them to improve basic arithmetic skills and to develop reasoning and problem solving skills. It is designed for students to help them bridge any existing gap between their current preparation and the mathematics required for success in the workplace.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

OHS1320 Safety in the Workplace

Description: This course focuses on developing awareness and skills for the student to safely manage and conduct him or herself within a variety of employment settings. Through the units of the course, participants will have the opportunity to enhance their understanding and knowledge of general Health and Safety guidelines, including WHMIS, Fire Safety and Workplace Violence. The unit on Accessibility for Ontarians with Disabilities Act will instruct the student on the requirements for Accessible Customer Service and Integrated Accessibility Standard Regulations. General information on Safe Driving, Privacy of Information and Hand Washing will be addressed as well. The course also provides participants with critical information regarding their insurance coverage (WSIB or other) while employed. As well as guidelines to follow in the event of an injury. Participants will receive a printable Record of Completion upon successful conclusion of this course, in order to demonstrate awareness of safe working practices to their employers.
Hours: 14
Credits: 1
Pre-Requisites:
CoRequisites:

Level 2
BUS1065 Office Equipment and Technology

Description: This course introduces students to the equipment and technologies commonly used in office environments. Students will learn to use office communication and scheduling software to send emails and book appointments. Students will learn to use office telephone features to manage volume and direct calls. Students will learn electronic document management strategies to effectively share information between team members in an office. Students will learn ergonomic considerations and best practices to maintain wellbeing in an office environment.
Hours: 42
Credits: 3
Pre-Requisites: COMP1134
CoRequisites:

BUS1075 Front Office Best Practices

Description: This course provides students with the skills and strategies required for success as a receptionist or front office support role. Students will learn to maintain filing systems, schedule appointments, and communicate with customers or clients in a reception role. Students will learn strategies for team information sharing and organization to facilitate efficiency in a front office role.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

BUS1080 Office Organization and Inventory

Description: This course introduces students to common office practices and procedures required for inventory management and facilitating sharing of information and space among team members. Students will learn office filing and organization practices to maintain accurate records and ensure shared access to information. Students will learn to establish and maintain an inventory. Students will learn basic procedures for office purchasing required to maintain inventory levels and office supplies.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

COMM1375 Business Communications Essentials

Description: This course provides students with the skills required to create professional written business correspondence required for office clerical tasks and regular workplace communication. Students will learn the format of common forms of written business correspondence. Students will learn best practices for professional and efficient communication in a business environment.
Hours: 42
Credits: 3
Pre-Requisites: COMM1365
CoRequisites:

COMP1189 Microsoft Applications for the Workplace

Description: This course provides students with the skills required to complete common workplace tasks in Microsoft Word, Excel, PowerPoint, and Outlook. Students will learn to create and format professional documents for the workplace.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

ETHS1010 Diversity, Ethics and Conflict Resolution

Description: This course provides students with the skills and strategies required to interact with customers in a professional and appropriate manner in a variety of situations. Students will explore issues related to diversity and ethical decision making as they relate to effective customer service. Students will learn strategies for de-escalating and resolving conflict in customer service roles.
Hours: 42
Credits: 3
Pre-Requisites:
CoRequisites:

ETR1220 Job Search and Employability Skills

Description: This course provides students with the knowledge and skills required for success in industry-targeted job search and in job maintenance. Students will learn to target job search activities and documents to an industry or employer of interest. Students will improve their interview skills through in-depth practice and industry-specific preparation. Students will learn essential self-management and workplace behaviour skills to promote job retention and success in the workplace.
Hours: 42
Credits: 3
Pre-Requisites: CDEV1840
CoRequisites:

FPLT1400 Field Placement (Reception & Customer Service)

Description: Students will apply their knowledge and consolidate their skills in a workplace related to their program of study. Field placements may be in any workplace environment related to the field of study. Placements must be approved by program staff to ensure fit with program of study.
Hours: 42
Credits: 2
Pre-Requisites:
CoRequisites:

Program Outcomes

Program Advisory Committees

The College appoints Program Advisory Committee members for diploma, degree, certificate and apprenticeship programs. Committees are composed of employers, practitioners and recent program graduates. College representatives (students, faculty, and administrators) are resource persons. Each committee advises the Board on the development of new programs, the monitoring of existing programs and community acceptance of programs.

Apply Now

Domestic students should apply online at www.ontariocolleges.ca or by phone at 1-888-892-2228. OntarioColleges.ca 60 Corporate Court Guelph, Ontario Canada N1G 5J3. Detailed steps on the application process may help you to apply.

International students should apply online using the Ontario Colleges.ca International applicant portal. Please note that not all programs are open to international students; check the list of open programs on our International Student Programs web page before applying.
For additional program information, call the Information Centre at 519-748-5220 ext 3656.

Disclaimer

The College reserves the right to alter information including requirements and fees and to cancel at any time a program, course, or program major or option; to change the location and/or term in which a program or course is offered; to change the program curriculum as necessary to meet current competencies in the job market or for budgetary reasons; or to withdraw an offer of admission both prior to and after its acceptance by an applicant or student because of insufficient applications or registrations, over-acceptance of offers of admission, budgetary constraints, or for other such reasons. In the event the College exercises such a right, the College’s sole liability will be the return of monies paid by the applicant or student to the College.

Students actively registered in cohort delivered programs who take longer than the designed program length of time to complete their studies are accountable for completing any new or additional courses that may result due to changes in the program of study. Unless otherwise stated, students registered in non-cohort delivered programs must complete the program of study within seven years of being admitted to the program.