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CERTIFIED CUSTOMER SERVICE MANAGER

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.

Recognition

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

What Our Clients Have to Say

“The CSIA CCEP course is great! It provided us with a tangible expectation of what we feel true customer service should be. Not only did it offer valuable and quality content, but it also aided with establishing certain guidelines for my team that we’ve used as a benchmark for future customer service initiatives. In particular, I was very impressed with CSIA’s H.E.A.R.T acronym used to describe their 5 dimensions of service. Any budding/veteran customer service professional would certainly benefit by taking this course.”
Sandhya KellerCustomer Service Manager
Sandhya Keller
"...the information taught in the CCSM course was outstanding. I gained a deeper understanding of the theory behind customer service and have been able to utilize the practical exercises in my current managerial position."
Greg NeffExecutive Client Relationship Manager, Pitney Bowes Presort Services
Greg Neff
"The Certified Customer Service Manager course was very informative and the knowledge I obtained through this course is something I utilize in my daily work. I found the modules both challenging and relevant for my current role and in growing my abilities for future endeavors."
Ali Malik
Ali Malik
"Certified Customer Service Manager course is one of the most beneficial programs I have taken in my individual development life. Truly, every module I have completed, I have a list of improvement plans that I want to implement. It covers everything related to customer service and provide a holistic improvement plan for the entire organization. The support team are very responsive and provide the required support very quickly."
Ali DarwishChief of Customer Care, Information & eGovernment Authority
Ali Darwish
"I love love absolutely love this course! I have the most amazing time going through the activities. The information is so easy to apply in the workplace it has already begun to change the way we do things at CSF."
Christina de SousaTraining and Development Officer, Customer Service First (CSF) Couriers Limited
Christina de Sousa
"Now, I have the knowledge to be able to manage more effectively and deliver unexpected, positive results in a variety of situations that require a higher level of specialist knowledge."
Deb DupnikAssistant Executive Director, Association Headquarters
Deb Dupnik
"It is an honor to make this achievement. I am thrilled! Thank you so much for your efforts. Everything related to the course enriched my knowledge about the Customer Service and its revolution."
Jamal Shatarat
Jamal Shatarat
"This is a great course, covering all aspects of service. I learned a lot about my strengths and weaknesses and how to face the challenges with better tools. I will continue to use what I’ve learned to be the best manager for my team and advocate for our customers."
Sheila A. BowmanITIL, CCSM, Avixa Manager, Member Services
"I really enjoyed the modules. The exercises and reading really helped me become a better leader, manager, and coach. It helped me grow from a frustrated supervisor to a motivated problem solver."
Kristin MikrutMember Relations Manager
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Certified Customer Service Manager Course
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Request Syllabus
Request Syllabus

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

Expectations

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

Apply Now
Apply Now

Certification Directory

Thousands of professionals around the globe have obtained certification through CSIA.
Take a Look!
Request the Syllabus
Customer Service Institute of America

What Our Clients Have to Say

“The CSIA CCEP course is great! It provided us with a tangible expectation of what we feel true customer service should be. Not only did it offer valuable and quality content, but it also aided with establishing certain guidelines for my team that we’ve used as a benchmark for future customer service initiatives. In particular, I was very impressed with CSIA’s H.E.A.R.T acronym used to describe their 5 dimensions of service. Any budding/veteran customer service professional would certainly benefit by taking this course.”
Sandhya KellerCustomer Service Manager
Sandhya Keller
"...the information taught in the CCSM course was outstanding. I gained a deeper understanding of the theory behind customer service and have been able to utilize the practical exercises in my current managerial position."
Greg NeffExecutive Client Relationship Manager, Pitney Bowes Presort Services
Greg Neff
"The Certified Customer Service Manager course was very informative and the knowledge I obtained through this course is something I utilize in my daily work. I found the modules both challenging and relevant for my current role and in growing my abilities for future endeavors."
Ali Malik
Ali Malik
"Certified Customer Service Manager course is one of the most beneficial programs I have taken in my individual development life. Truly, every module I have completed, I have a list of improvement plans that I want to implement. It covers everything related to customer service and provide a holistic improvement plan for the entire organization. The support team are very responsive and provide the required support very quickly."
Ali DarwishChief of Customer Care, Information & eGovernment Authority
Ali Darwish
"I love love absolutely love this course! I have the most amazing time going through the activities. The information is so easy to apply in the workplace it has already begun to change the way we do things at CSF."
Christina de SousaTraining and Development Officer, Customer Service First (CSF) Couriers Limited
Christina de Sousa
"Now, I have the knowledge to be able to manage more effectively and deliver unexpected, positive results in a variety of situations that require a higher level of specialist knowledge."
Deb DupnikAssistant Executive Director, Association Headquarters
Deb Dupnik
"It is an honor to make this achievement. I am thrilled! Thank you so much for your efforts. Everything related to the course enriched my knowledge about the Customer Service and its revolution."
Jamal Shatarat
Jamal Shatarat
"This is a great course, covering all aspects of service. I learned a lot about my strengths and weaknesses and how to face the challenges with better tools. I will continue to use what I’ve learned to be the best manager for my team and advocate for our customers."
Sheila A. BowmanITIL, CCSM, Avixa Manager, Member Services
"I really enjoyed the modules. The exercises and reading really helped me become a better leader, manager, and coach. It helped me grow from a frustrated supervisor to a motivated problem solver."
Kristin MikrutMember Relations Manager
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Customer Service Institute of America