Certified International Customer Service Professional (CICSP)®

PROGRAM OBJECTIVES

The program is designed to introduce students to both customer service skills and CRM fundamentals in managing customers. The curriculum will introduce students to concepts and functionality for all customer service professionals. This Certification Program is a core certification program of the American Certification Institute. This program offers the designation of CICSP (Certified International Customer Service Professional) to candidates who demonstrate their understanding of the fundamentals of the profession through the successful completion of rigorous professional certification examinations based upon the CUSTOMER SERVICE MANAGEMENT BODY OF KNOWLEDGE (CSMBOK). The CSMBOK is supported by 2 modules of study material for the CICSP.

STUDY MODULES

Module One: Customer Service Skills

  1. Achieving high customer satisfaction
  2. Developing strong listening and communication skills
  3. Winning Telephone skills
  4. Technical writing skills for support professionals
  5. Handling difficult customer situation
  6. Solving and preventing problems
  7. Teams and team players in a help desk setting
  8. Minimizing stress and avoiding burnout

Module Two: Customer Relationship Management

  1. CRM Overview, Types, Strategy and Implementation
  2. The Theoretical Framework of CRM
  3. CRM Project Organization in the Financial Industry
  4. The Evolution of Customer Relationships and Customer Value
  5. Main Benefits and Organizational Impacts of CRM within the Bank
  6. Data Mining Systems Supporting the Marketing Function
  7. CRM Conclusion

Who should Attend:

  • Customer service director or manager, marketing director and related managerial personnel
  • Customer service personnel
  • Anyone wishing to become a customer service professional

Exams

The certification program consists of two modules and an 80 question multiple choice examination prepared from the CUSTOMER SERVICE MANAGEMENT BODY OF KNOWLEDGE (CSMBOK). Candidates may complete the modules in any order.

Certification Process

Step 1: Online registration

Step 2: Confirmation of Eligibility for the program.

Step 3: Payment of training and Certification fee.

Step 4: Enrollment of candidate in LMS or face-to-face training sessions

Step 5: Training and submission of module tasks.

Step 6: End of course examination.

Step 7: Become CICSP Certified.

Demonstrate your mastery of customer Service.

Duration

Normal Mode : 4 weeks, Accelerated: 3 Full days

Study Modules

2 Modules, 4 Working Sessions

Certified By

American Certification Institute, Delaware U.S.A

Cost of Training

250,000FCFA

Mode of Delivery

Face-to-face lectures and Online

Demonstrate to employees your dedication to continuous improvement.
Lifetime membership in the CX Africa Forum and opportunity to network with Senior CX professionals.