Certified Customer Service Professional (CCSP)-Self Paced

By the end of this program, participants will be able to:

• Understand the Fundamentals of Customer Service – Develop a strong understanding of customer service principles and best practices.
• Define the Role and Responsibilities of a Customer Service Professional – Learn the key functions and expectations of a customer service professional.
• Master Communication Skills – Develop verbal, non-verbal, and written communication skills to manage customer interactions effectively.
• Build a Competency Framework for Customer Service – Develop the core competencies needed to deliver consistent and high-quality customer service.
• Develop Telephone and Digital Customer Service Skills – Learn how to manage customer interactions across multiple platforms.
• Understand Customer Psychology – Gain insights into customer behavior and how to manage different personality types.
• Improve Problem-Solving and Decision-Making Skills – Learn how to address customer issues and implement effective solutions.
• Manage Complaints and Difficult Situations – Develop strategies to handle customer complaints with professionalism and empathy.
• Enhance Customer Loyalty and Retention – Learn how to develop customer retention strategies and build long-term relationships.
• Leverage Customer Service Analytics – Use data to measure customer satisfaction and improve service delivery.

Modules:

M-1: Fundamentals of Customer Service
M-2: Role, Responsibility, and KPI of Customer Service Professional
M-3: Communication Skills for Customer Service Professionals
M-4: Competency Framework for Customer Service Professional
M-5: Telephone Customer Service Skills
M-6: Digital Customer Service Skills
M-7: Understanding Customer Psychology
M-8: Problem-Solving and Decision Making
M-9: Handling Complaints and Difficult Situations
M-10: Quality Assurance in Customer Service
M-11: Teamwork and Collaboration
M-12: Customer Service Strategies and Best Practices
M-13: Customer Loyalty and Retention
M-14: Customer Service Analytics

Upon completing the program, participants will be able to:

• Provide professional and customer-centric service across various communication platforms.
• Manage customer expectations and deliver a positive customer experience.
• Develop and apply effective communication techniques for customer service.
• Handle difficult customer situations and resolve complaints professionally.
• Analyze customer feedback and service performance using customer service analytics.
• Build trust and long-term relationships with customers.
• Improve team collaboration and communication to enhance service delivery.
• Understand customer behavior and adapt service delivery accordingly.
• Measure and improve customer satisfaction through strategic customer service initiatives.
• Develop a competency-based framework to improve overall customer service quality.
   

This program is Validated and Quality Assured by Cambridge Academy of Professionals (CAP) UK. [www.acbrimdgeacademy.uk/]

Features:
Duration: 4 Months
Modules: 14
Short Video Materials: Yes
Mode of Learning: Self-Paced

Exam Method:
Number of Exams: 01

• Method: MCQ Based exam
• Number of Questions: 50 MCQ Questions
• Exam Duration: 60 Minutes
• Total Marks: 100
• Pass Mark: 70%

Assignment: 

• Total Assignments: 05
• 01 Pre-Course Assignment (Learning Purpose)
• 03 Class Based Assignment
  • Total Marks: 100
  • Pass Mark: 70%
• 01 Capstone Projects
  • Total Marks: 300
  • Pass Mark: 70%

Name: James Mwangi
Designation: Customer Service Manager
Country: Kenya
"This course gave me the tools to improve customer service KPIs and handle complaints more effectively."

Name: Abigail Mensah
Designation: Customer Support Specialist
Country: Ghana
"Learning about customer behavior and psychology helped me adjust my approach to different customer types."

Name: David Banda
Designation: Call Center Manager
Country: South Africa
"The telephone and digital customer service modules improved my ability to handle customer issues professionally."

Name: Sarah Okeke
Designation: Customer Service Officer
Country: Nigeria
"Understanding how to measure customer satisfaction helped me develop better service strategies."

Name: Joseph Kamau
Designation: Customer Relations Executive
Country: Tanzania
"The problem-solving and complaint management strategies have made me more confident in handling difficult customer situations."

• 14 Practical Focus Module
• Post Completion:
  •  Electronic Certificate
  •  Digital Badge via Credly.com
  •  Printed Certificate available

• Customer Service Excellence
  • Ability to manage customer interactions and provide outstanding service.
• Communication and Active Listening
  • Proficiency in listening to and understanding customer needs.
• Problem-Solving and Decision-Making
  • Skill in resolving customer issues quickly and effectively.
• Customer Behavior and Psychology
  • Understanding customer needs and behavior to improve satisfaction.
• Complaint Management
  • Ability to handle difficult customer situations and resolve conflicts.
• Customer Retention and Loyalty
  • Proficiency in building long-term customer relationships.
• Team Collaboration
  • Ability to work with cross-functional teams to improve customer service delivery.
• Customer Service Analytics
  • Skill in analyzing customer feedback and service data to enhance performance.