Certified Customer Service Professional (CCSP)

Programme outline

What you will study

• Principles of customer service and the service–profit chain
• Understanding customer expectations, needs and behaviour
• Verbal, written and non-verbal communication standards
• Handling difficult customers and de-escalation techniques
• Service recovery, complaint resolution and the recovery paradox
• Service level agreements, metrics and quality monitoring
• Professional ethics, confidentiality and data protection
• Capstone: live service audit and oral defence

What you will be able to do

• Apply a documented service standard in any customer-facing role
• Resolve complaints using a structured recovery framework
• Measure and report on service quality using recognised metrics

Assessment & certification

Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.

Who this is for

This programme is pitched at foundation to intermediate level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.