SHSM Certification: Customer Service2022-09-23T23:11:01-04:00

Customer Service Certification


Want to know more about the SHSM program, scholarships and our monthly gift card giveaway?


Step 1: Resources

Please review each of these resources thoroughly to prepare for the quiz at the end of this page.

Step 2: Questions

Watch the Video:

Can you come up with examples that show poor customer service?

What did they do that was poor service?

Note: For every customer complaint there are 26 that remain silent, but they each tell 9-15 people about their bad experience.

Think of businesses you frequent:

Do you support them because they deliver great service?

Have you ever had a bad service experience?

Have you gone back?

Did you tell others about it?

If not, what would it take for you to go back?

Watch the Video!

Adjust the volume or pause the video to meet your needs.

Step 3: Exercise

This puzzle contains significant hints for the final quiz!

1. Customer Service is the provision of service to c........ before, during and after an experience.
2. A dissatisfied person will likely tell more than one other p..... about their experience.
3. Finding a way to t.... the customer is a great way to give good customer service.

Step 4: Summary

  • The provision of service to customers before, during, and after a purchase. Expectations may vary by product, service, industry, and the individual customer.
  • The perception of success depends on employees who “can adjust themselves to the personality of the guest.”
  • For every customer complaint there are 26 other unhappy customers who have remained silent.
  • A dissatisfied customer will tell between 9-15 people about their experience.
  • It costs 6–7 times more to acquire a new customer than to retain an existing one.
  • Listen and empathize
  • Educate the customer on the product/service
  • Find a way to thank them
  • Anticipate their needs
  • Help the customer be right
  • Be creative when finding a solution
  • Remain calm
  • Offer alternative solutions
  • Only use positive language
  • Confirm communication is understood

Step 5: Complete the following quiz and your certificate will be sent to your teacher once your submission has been reviewed. Good luck!

Complete Quiz

Having issues?  Get support by emailing us at

Monthly gift card giveaway?2022-07-27T10:59:09-04:00

That’s right!  For every SHSM Certification earned through Flashpoint, you will automatically be entered to win a $100 gift card for anywhere you choose!

How do I earn my Red Seal?2022-07-27T10:38:43-04:00

Each SHSM consists of five required components:

  1. Bundle of credits
    A defined bundle of credits consisting of eight to ten Grade 11 and Grade 12 credits, including cooperative education credits
  2. Certification and training experiences
    Sector-recognized certifications and/or training courses
  3. Experiential learning and career exploration activities
    Experiential learning and career exploration activities within the sector
  4. Reach ahead experiences
    Learning experiences connected with the student’s postsecondary plans
  5. Sector-partnered experiences
    Experiences in which students engage with a sector partner to explore sector-related content, skills, and knowledge involving either ICE (innovation, creativity, and entrepreneurship), coding, or mathematical literacy.

For more information, check out the Ministry of Education’s website.

Are there scholarships for SHSM students?2022-07-27T10:38:51-04:00

You bet there is!  Many Ontario colleges and universities offer scholarships for students with a SHSM Red Seal on their diploma.

Check the school’s Award section or Google “SHSM Scholarships” to find out which schools offer them.

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