Course Details

This program contains 21 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.

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

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 CCSA®.

The total training duration of this program is approximately 52 hours.

This certification program includes 21 required and 1 optional course (Canadian Privacy & Security).

Professionalism
  • Personal Attributes
  • Interpersonal Interaction
  • Work Attributes
  • Time Management
Communication Skills
  • Verbal Communication
  • Written Communication
  • Effective Listening
Technology Skills
  • Technology Types and Use
  • CRM
  • Privacy & Security
Health & Safety
  • Workplace Safety
  • Health & Wellness
  • Workplace Hazardous Materials Information System (WHMIS)
Operations
  • Service Basics
  • Needs & Desires
  • Discovering Problems
  • Rebuilding Relationships
  • Customer Service Technology & Systems
Benefits
  • Professional designation
  • 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

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

Course 1Effective Listening
Course 2Customer Service Basics
Course 3Customer Service Policies and Procedures
Course 4Verbal Communication
Course 5Written Communication
Course 6Understanding Your Customer
Course 7Customer Relationship Management
Course 8Handling Difficult Customers
Course 9Evaluating Customer Service
Course 10Discovering Customer’s Problems
Course 11Rebuilding Customer Relationships
Course 12Diversity in the Workplace for Employees
Course 13Internet Security
Course 14Time Management for Peak Performance
Course 15Team Dynamics
Course 16Dealing with Change
Course 17Workplace Safety for Employees
Course 18Health and Wellness
Course 19Workplace Hazardous Materials Information System (WHMIS) for Employees
Course 20Customer Needs and Desires
Course 21Contact Center Information Use and Systems
OptionalCanadian Privacy and Data Security