What is CCSP Certification?

Becoming a Certified Customer Service Professional is a testament to your unwavering dedication to cultivating a customer-centric environment in your organization. This certification acknowledges your active involvement in the dynamic field of customer service for over two years, coupled with your successful completion of a rigorous examination focusing on core customer service principles.

Your status as a Certified Customer Service Professional not only boosts your credibility but also positions you as a leader in the realm of customer service. Your colleagues and employers can confidently rely on you to champion exceptional service, contributing significantly to the overall success and stellar reputation of our organization.

Who is it for?

The Certified Customer Service Professional (CCSP) certification is specifically designed for individuals with a minimum of two years of practical experience in serving customers, either internally or externally, across various industries.

This certification is ideal for professionals who have actively contributed to the customer service domain and are seeking formal recognition of their expertise and commitment to excellence in customer interactions. Whether you hold a front-line customer service role or play a supporting function within your organization, achieving the CCSP certification is a powerful validation of your dedication to delivering outstanding service and enhancing customer satisfaction.

How is it assessed?

To obtain the CCSP certification, you must pass a 100 multiple-choice question exam (MCQ). The CCSP exam was created by customer service professionals for customer service professionals, so each test question can be related to real-life customer service experiences.

Once completed, the exam will be system-scored and immediately provide a result of “Pass” or “Fail.” A score of 65% or more is required to pass the exam.

If a candidate fails the exam they may retake it by re-registering and paying 50% of the exam fee. There is no limit on the number of times a candidate may take the exam.

What are the study routes available?

Our certifications are flexible to suit all learning styles, needs and budgets. Whether you prefer to learn independently or would prefer the support from one of our approved training providers, there is a study route for you.

• ICSRM On-demand Study Route: Study for your certification exam with our online learning platform for a seamless and interactive learning experience. With our flexible, tutor-led learning platform, you can study anytime, anywhere and at your own pace.
• Approved Training Centre Route: Choose to study at one of our approved training providers and benefit from structured tutor led learning, that will help you prepare for your upcoming exams. Depending on your centre, you can study face-to-face or via online distance learning.

What are the topics covered?

The comprehensive online CCSP examination covers the following topics:

• The Value and Function of Customer Service
• Customer Service Best Practices
• Communication Skills
• Customer Service Skills
• Managing Complaints and Difficult Customers
• Pro-Active Checklist
• Knowledge Management

What are the associated fees?

DBP: Decided by training providers