Certified Customer Service Manager®


WOOCS 2.1.6

This program contains 20 mandatory courses. All of the required courses in the program contain comprehensive training material, activities, application of concepts and solid assessments. Individual course certificates are generated upon successful completion of each course and you will receive a final certification designation certificate upon successful completion of all required training courses.

Course Code: CCSM Category: Tag:

Product Description

Successful completion of this certification training program allows for the use of the CCSM® accreditation mark after the registered certification applicant’s name. The objective of the certification process is to ensure that the successful Certified Customer Service Manager is trained and has the knowledge and skills to competently perform their job to an international occupational standard.

Target Audience

The Certified Customer Service Manager (CCSM®) program is targeted to service industry managers/supervisors (team leaders, supervisors or any position that provides leadership, coaching, mentoring and direction to employees) in any service environment.

Learning Outcomes

– Demonstrate Professionalism

Communication Skills
– Verbal Communication
– Written Communication
– Effective Listening

Technology Skills
– Understanding Computer Systems
– Policies & Procedures
– Introduction to Monitoring Systems

Health & Safety
– Health & Wellness
– Workplace Safety for Managers

Monitoring & Leading Operations
– Service Leadership
– Supervision
– Managing employees
– Communication, People and Performance Management

Basic Human Resources
– Basic Human Resource Management
– Recruitment, Interviewing & Hiring

– Professional designation
– Global ISO certification program
– International training curriculum
– Comprehensive competency based training
– Elevates service standards to a professional level
– Creates a competitive edge
– Provides enhanced career path

All registered certification candidates have 12 months to complete the required training and upon successful completion will receive a personalized certificate and be able to use the designation of CCSM®.

The total training duration of this program is approximately 49 hours.

This certification program includes 20 and 1 optional course (Canadian Privacy & Data Security).

Where to buy

Course 1

Coaching in the Workplace

Course 2

Effective Listening

Course 3

Verbal Communication

Course 4

Written Communication

Course 5

Customer Service Policies and Procedures

Course 6

Structure, Culture and Change

Course 7

Diversity in the Workplace for Employers

Course 8

Health and Wellness

Course 9

Management Preparation

Course 10

Interviewing, Hiring, Orientation and Training

Course 11

Common Human Resource-Related Issues and Responsibilities

Course 12

Appraising Workplace Performance

Course 13

Hiring for Success

Course 14

Performance Management

Course 15

Workplace Safety for Employers

Course 16

Team Environment and Behaviors

Course 17

Contact Center Information Use and Systems

Course 18

Contact Center Telephony and Systems

Course 19

Communicating for Success

Course 20

Using Motivational Training


Canadian Privacy and Data Security