Certified Customer Service Professional (CCSP) - #01

The CCSP designation is open only to working professionals who interface with customers either face-to-face or over-the-phone.


About the Programme

The CCSP programme is designed for frontline employees whose desire it is to achieve acknowledgement of their skills and competencies. The review session will also provide candidates with the opportunity to sharpen their knowledge, skills and attitudes in the area of customer service delivery.

Steps in Obtaining Certification

Step 1 – Practical Assessment
Candidates work through a job performance checklist with their supervisors. The CSAJ standards for each area of performance are printed on the checklist, allowing candidates to practice the tasks and master the required skills until they pass the practical assessment in order to progress to step 2.

Step 2 – Review Session
After the candidate has passed the practical assessment, he/she is now ready to prepare for the theoretical aspect of the certification. This is a four day (24 hr.) review session that deals with the fundamentals of legendary customer care. An easy-to-use CCSP Review Guide will be provided for each candidate prior to the review session to give them time to become familiar with the material.

Step 3 – Theory Examination
The day after the four-day (24 hr.) Review Session is exam day. The exam will be three hours. It will be a multiple choice examination comprising 150 questions. Candidates would need to obtain a pass mark of at least 60% to be successful.

Step 4 – Certification
Certification will be granted to those candidates passing the examination. They will be awarded the CCSP designation. Candidates who fail will be given two more chances to re-sit the examination at a small cost.

Re-certification Programme
Once certified you will automatically be registered in a re-certification programme. Every five (5) years professionals will be re-certified based on professional accomplishments. You will be issued with a new lapel pin and certificate of designation.

What does the Certification Fee cover?
Fees include course materials, lapel pin with appropriate designation, certificate for those who qualify and reach the 60% passing score, review session and examination session.

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BROCHURE  | APPLICATION FORM | COURSE CONTENT DOMAIN | SKILLS VERIFICATION CHECKLIST

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