Certified Customer Service Professional (CCSP)

Date and Time

Date: July 14–18, 2025, 8:30 AM – 5:00 PM

Venue

Mombasa,Kenya

Overview

Certification Overview

Customer service is the frontline of any organization’s brand and reputation. The Certified Customer Service Professional (CCSP) program equips professionals with the skills, knowledge, and certification needed to deliver world-class service in today’s fast-paced and customer-centric environment.

This intensive 5-day certification program provides a mix of theory, real-world applications, role-plays, and assessments designed to transform participants into confident, service-oriented professionals who can elevate the customer experience at every touchpoint

Learning Objectives

Certification Objective

This certification aims to:

• Provide comprehensive training in the principles of excellent customer service

• Develop professionals who can manage diverse customer interactions and expectations

• Enhance service recovery, communication, and relationship-building skills

• Equip participants with practical tools and strategies to elevate service delivery standards

• Foster a customer-centric culture within teams and organizations

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Certification Benefits

Participants will:

• Earn a globally recognized CCSP Certification from Global Leadership Institute

• Gain confidence in handling service challenges, difficult customers, and complaints

• Improve communication, problem-solving, and conflict resolution skills

• Learn how to exceed customer expectations consistently

• Become key drivers of customer satisfaction and loyalty in their organizations

• Receive downloadable templates, checklists, and tools for implementation

• Join a network of certified service professionals across industries

Who Should Attend

• This program is ideal for:
• • Customer service officers, executives, and managers
• • Frontline staff in retail, hospitality, banking, telecommunications, insurance, and public service
• • Call center agents and helpdesk professionals
• • Sales support and client relationship teams
• • Admin and reception staff who regularly interact with clients
• • Anyone aspiring to build a career in customer service

Workshop Outline / Modules

Comprehensive Certification Outline

Module 1: Foundations of World-Class Customer Service

• Defining service excellence in the modern era

• The economic impact of customer service

• Key traits of top-performing service professionals

Module 2: Understanding Customer Expectations and Behavior

• Types of customers and service needs

• Service gaps and expectation mapping

• Building emotional intelligence for better service

Module 3: Verbal and Non-Verbal Communication in Service

• Tone, clarity, and active listening

• Reading body language and non-verbal cues

• Communicating across diverse customer profiles

Module 4: Professional Telephone and Digital Service Skills

• Mastering phone etiquette and virtual professionalism

• Writing professional service emails and chats

• Managing online service platforms and social media

Module 5: Managing Challenging Situations and Difficult Customers

• De-escalation techniques and calming irate customers

• Positive language and empathy in conflict

• When and how to escalate issues

Module 6: Service Recovery and Turning Complaints into Loyalty

• The psychology of a complaint

• The 5-step service recovery model

• Follow-up strategies to restore trust

Module 7: Time Management in a Service Environment

• Handling high volumes of service tasks

• Prioritizing customer needs efficiently

• Avoiding burnout while maintaining service quality

Module 8: Building Long-Term Customer Relationships

• Beyond transactions: relationship selling and service

• Strategies for customer retention and loyalty

• Creating memorable service moments

Module 9: Internal Customer Service and Team Collaboration

• Serving colleagues with professionalism

• Breaking departmental silos

• Fostering a culture of mutual support

Module 10: Customer Service Standards and Quality Assurance

• Setting, communicating, and measuring service standards

• Customer feedback systems and mystery shopping

• Service-level agreements (SLAs) and KPIs

Module 11: Innovation in Customer Service Delivery

• Proactive vs. reactive service

• Leveraging technology for faster, smarter service

• Creative problem-solving in service scenarios

Module 12: Customer Journey Mapping

• Visualizing customer touchpoints

• Identifying service pain points and opportunities

• Using insights to improve service processes

Module 13: Service Ethics and Professional Conduct

• Honesty, transparency, and customer trust

• Handling sensitive customer information

• Ethics in sales, upselling, and cross-selling

Module 14: Leading a Customer-Centric Team

• Coaching and mentoring frontline staff

• Creating a high-performing service team

• Aligning team goals with customer needs

Module 15: Certification Review and Personal Action Plan

• Certification exam preparation

• Capstone customer service improvement plan

• Final assessment and award of CCSP certificate

Facilitator

Global Leadership Institute Certified Trainers

Investment / Fees

• Standard Fee: KSh 109,000 per participant
• Includes training materials, lunch, tea/coffee breaks, and certificate.

Registration Deadline

July 12, 2025

How to Register

• Register here: www.leadership.co.ke/register/ or click “Register/Apply to Attend”.
• Then, payment details will be shown/visible & automatically emailed to you.
• Once payment is received, you’ll get a confirmation & pre-read pack 1 week before the workshop.
• Need help? Call +254 722 223 084 or +254 20 260 3433 or +254 722 517 646(9 AM–5 PM EAT).

REGISTER NOW / APPLY TO ATTEND