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International Endorsement & Education Partners

  Certified Customer Service Professional (CCSP)

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For schedule & registration, please click here


Overview & Objective
The Certified Customer Service Professional course will equip the participants with effective customer handling techniques and Best Practices.

This course facilitates participants’ systematic measurement of required skills and mindset so that proper development plans can be established accordingly.


Course Discussions and Exercise
Stimulating exercises are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments.


Certification Procedures
To achieve the certification, participants should attend the two-day training and complete an on-line written examination and a verbal examination.

As each participant is unique with the strength and weaknesses, the verbal examination also provides a “one-to-one” coaching environment to the participants. The key benefits are to ensure that each participant will be able to apply the skills learned and to have a changed behaviour and attitude.


Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and people who would like to learn more and join the Contact Center/Customer Service industry. Prior knowledge of Customer Support Center is an advantage but not essential.


Course Outline

The Value and Function Customer Service
• The changing role of the Customer Service Professional
• The Value of a Customer Contact and Effective Contact Management


Customer Service Best Practices
• How to do more with saying less
• How to manage customer expectation
• How to impress the customer with proactive service

Communication Skills
• Skills and Characteristics of Communication
• Vocal Elements
• Active Listening Skills
• Questioning Techniques
• Written responses to Email and Fax Communication


Customer Service Skills
• Understand the importance of customer retention and link to profitability
• Service Level Agreement
• Exceeding Customer Expectations
• Business Severity and Priority Levels

• Customer psychology


Managing Complaints and Difficult Customers
• How to say "NO"
• Impact of Complaints
• Positive Attitude to Complaint
• Strategies to Handle Difficult Customers
• Steps for Effective Complaint Handling
• Dos and Don’ts of Complaint Handling


Pro-Active Checklist
• Know Your Customer and Their Needs
• Going the Extra Mile
• Consultative Service


Knowledge Management
• Best Practices for Capturing and Storing Knowledge
• Common Challenges of Documenting Knowledge
• Extracting Value from Existing Knowledge


For schedule & registration, please click here