Learn about our on-line certification program for frontline team members
Customer Service Training
Certified Customer Service Manager Course
(Download the CCSM course handbook)
Customer Service Managers come from a variety of backgrounds but unlike other professions, such as Accounting, there has been no formal industry body recognition. Anyone may call themselves a customer service manager but few have any qualification other than experience to prepare them for the role. Despite job titles such as customer service director, customer relationship manager, call center manager, manager - customer experience, national manager customer satisfaction and consumer relations manager, few people holding these positions have any customer service qualifications. They come from diverse backgrounds - some have undergraduate degrees from a wide variety of disciplines, others have completed more generalized post graduate study such as an MBA. A significant component of America's customer service managers and professionals have no formal qualifications instead gaining considerable experience at a variety of levels in the organization before working their way up "through the ranks".
Professionals in other roles study their chosen discipline and then are recognized by their professional association. For example, despite studying a recognized accounting degree, an accountant is not 'Certified' or 'Chartered' until they have worked through their professional body's course requirements and are recognized as qualified in the field. The CSIA believes it is time American organizations treat service as importantly as finance.
The Customer Service Institute of America has worked with leading organizations and foundation members of the International Council of Customer Service Organizations to develop a training, assessment and certification program leading to our Certified Customer Service Manager Course and America's only formal and internationally recognized "Certified Customer Service Manager" designation.
The Certified Customer Service Manager qualification has two levels:
The CCSM program includes a workbook, lectures, and work-place based activities and assignments. (Request the CCSM course handbook).
It is time for all those in industry and the government sector with customer service management and leadership responsibilities to gain formal professional qualifications and for CEOs and human resource departments to insist on only employing customer service leaders recognized by America's peak professional body for Customer Service - the Customer Service Institute of America.
CCSM Course Benefits
Benefits for Employers
How to Apply
Due to the personal attention provided to each candidate's projects and workbook, course places are strictly limited. A detailed application must be completed and forwarded to CSIA to determine placement.
Qualifications, experience and references will be checked prior to acceptance of candidates and processing of course fees.
Contact us today to learn more about the course, to obtain an application, or learn more about our customized frontline course offerings.
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The Customer Service Institute of America