CCSP

Certified Customer Service Professiona

CCSP is administered by CBCERT (The United Kingdom Institute for Business Management and Communication); one of the most renowned institutes in business management and communications in the United Kingdom. By earning CCSP candidates demonstrate that they have mastered the Customer Service body of knowledge, obtained the skills of customer service, and committed to CBCERT core values and code of ethics.

CCSP Certificate Preparation

If you are studying in order to prepare for the CCSP exam; CBCERT provides candidates with training sessions for many of the exam questions. CBCERT also provide thorough training for the exam modules using its learning system through authorized training providers and prometric centers worldwide.

CBCERT CBMA Recertification

Once you have passed the CCSP exam and received your certificate, you will need to stay up to date on developments in customer service practices. To prove you have maintained and updated your customer service knowledge and skills, CBCERT requires that you recertify every 4 years. (please refer to recertification for more info)

Requirement:

A passing score on the CCSP Examination.
Bachelor Degree in any field and;
A minimum of 1 year experience in customer service or customer relationship management.
A Minimum of 25 hours of business communication approved training.
Exam Format:

The CCSP (Certified Customer Service Professional) examination is a 3-hour exam, multiple essay and case study questions (5-10 questions). The exam is given in booklet form.

Exam Outline:

Part 1 (Customer Service Skills)

Achieving high customer satisfaction
Developing strong listening and communication skills
Winning Telephone skills
Technical writing skills for support professionals
Handling difficult customer situation
Solving and preventing problems
Teams and team players in a help desk setting
Minimizing stress and avoiding burnout
Part 2 (Customer Relationship Management)

CRM Overview, Types, Strategy and Implementation
The Theoretical Framework of CRM
CRM Project Organization in the Financial Industry
The Evolution of Customer Relationships and Customer Value
Main Benefits and Organizational Impacts of CRM within the Bank
Data Mining Systems Supporting the Marketing Function
CRM Conclusion
Inquiries:

Please e-mail us at info@cbcert.co.uk for any other inquiries. For international candidates please contact our authorized representatives in your region.