Ensure Service Excellence

Are you ready to contribute at an organization’s most senior level, including board membership? Become a CCSM and gain the confidence and fulfillment you’ve been wanting while working at leading organizations around the globe in a senior level position.

Our Certified Customer Service Manager Course and the only formal and internationally recognized “Certified Customer Service Manager” designation has been developed with a mix of technical rigor and practical workplace-based projects with a focus on developing leaders in the customer service discipline. It’s your gateway to a better future for you and stellar service for your customers. 

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Income benefits

Benefits for the Individual

Greater Fullfillment

Completing this course will provide more fulfillment and confidence at work.

Improved Leadership

This course work will enable you to better lead and manage a team.

Competitive Advantage

When applying for new positions and promotions, graduates will have a significant advantage.


As a graduate, you will be a distinguished customer service professional recognized both domestically and internationally.

Benefits for Employers

Enhanced Service

Increase the level of service excellence within the organization.

More Confident Leaders

The course results in more confidence as skill levels increase among your leaders.

Greater Insight

The practical, work place based projects enable your CCSM graduates to tackle problems relevant to your customer service management system while they learn.

More Opportunity

Having a CCSM on staff is a requirement for earning Platinum Certification as a CCSO

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Certified Customer Service Manager Course

Cost: $2,250 USD

Apply today - spots are limited!

This course is made up of 7 Modules:

Module 1

Customer Service for Business Growth and Excellence

Module 2

Strategic Customer Service

Module 3

Profit Thru Service

Module 4

Leadership for Service Excellence

Module 5

Service Infrastructure

Module 6

Measurement and Continuous Improvement

Module 7

People Management

Black woman getting certification


Like most professional certifications, those holding a certification must maintain the highest levels of professionalism and performance in order to maintain their certified status. Our certification is for a period of 12 months. All certification holders can keep their certification current by completing two (2) mandatory Professional Development Units annually.

Professional Development Units (PDUs) can be achieved by:

  1. Book review on any business book – what you learned and if you would recommend it. The length needs to be between 1000 – 1500 words
  2. Article on a current trend in Customer Experience: this can be either something happening, or a project within, your own organization, or something happening in the marketplace. This article also needs to be between 1000 – 1500 words.
  3. CSIA Webinars – check our events calendar and enroll there or look for our emails that will come out with registration details
  4. Approved Content – if you have taken any course this year and would like to submit the course syllabus, along with proof of attendance, we will review the information and consider this to count as your other PDU Providing evidence of attendance at some other recognized customer focus or service excellence training program or event

Our re-certification consists if two components:

  1. A written component wherein the candidate is directed to respond to some basic questions.
  2. A series of online testing modules which will test the candidates understanding or application of the core concepts provided in the initial training which the individual attended.

Our certification is for a period of 12 months. At the end of this period the candidate must re-certify. ($97.00 USD to re-certify)

Re-Certification can be achieved through:

Successfully completing our re-certification process by submitting 2 PDUs annually at your designated renewal date (provided at time certification was completed and verified).

The certified individual’s name will be included in our official database and online certification directory as a Certified Customer Service Manager in good standing. Terms & Conditions

Certification Directory

Thousands of professionals around the globe have obtained certification through CSIA.
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Customer Service Institute of America

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Certified Customer Service Course Application

Customer Service Institute of America