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Chartered Customer Service Professional (CCSP)

Chartered Customer Service Professional(CCSP)

Chartered Professional Qualification — Frontline Level

An internationally benchmarked qualification developing competent customer service practitioners capable of delivering exceptional service experiences.

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Program Highlights

Program Highlights A Pathway to a Successful Business Career

Professional Communication

Communicate professionally across multiple service channels.

Complaint Handling & Recovery

Manage difficult customers and apply service recovery techniques.

Workplace Improvement Project

Apply learning to a real workplace customer service challenge.

The CCSP programme equips participants with practical knowledge, professional attitudes, communication skills, complaint resolution techniques, service recovery strategies and customer relationship management principles that contribute to organisational excellence.

The Chartered Customer Service Professional programme gave me practical, industry-relevant skills I use every day.
CICRM Graduate Frontline / Entry Professional

Results

Programme Outcomes

Graduates will be able to communicate professionally, manage difficult customers, apply complaint handling and service recovery techniques, build lasting customer relationships and support organisational customer experience initiatives.

Understand the principles of customer service excellence and develop a customer-centric mind-set.
Apply complaint handling and service recovery techniques across service channels.
Measure and improve customer satisfaction in the workplace.

Programme Curriculum

The full module structure of this programme is set out below.

Module 1: Introduction to Customer Service Excellence

Detailed topic content for this module.

Module 2: Customer Psychology and Customer Behaviour

Detailed topic content for this module.

Module 3: Professional Communication Skills

Detailed topic content for this module.

Module 4: Telephone, Email and Digital Customer Service

Detailed topic content for this module.

Module 5: Customer Relationship Management Fundamentals

Detailed topic content for this module.

Module 6: Complaint Handling and Service Recovery

Detailed topic content for this module.

Module 7: Managing Difficult Customers

Detailed topic content for this module.

Module 8: Professional Ethics and Emotional Intelligence

Detailed topic content for this module.

Module 9: Service Quality Standards

Detailed topic content for this module.

Module 10: Customer Satisfaction Measurement

Detailed topic content for this module.

Module 11: Personal Effectiveness and Professional Development

Detailed topic content for this module.

Module 12: Workplace Customer Service Improvement Project

Detailed topic content for this module.

Certification Requirements

Candidates must attend at least 80% of classes, complete all assignments, pass module assessments, successfully complete a workplace improvement project, achieve a minimum pass mark of 50% in the final examination, and adhere to CICRM's Code of Professional Ethics to be awarded the CCSP designation.

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