Certification Programs

ICSA's Customer Service Certification Programs were created to provide Managers, as well as Customer Service Associates, with an objective tool to learn, measure and apply essential skills to deliver high quality service. There is no better investment than to ensure your company is trained and prepared to deliver high quality service. Your company will see increased customer satisfaction, loyalty, profitability and improved productivity.

ICSA offers two certification programs, click on the navigation below to learn about each of these opportunities.

"Through the Customer's Eyes" Learn More!
Self-Paced Training and Certification for Frontline Customer Service Professionals

"I learned about the 'Through the Customer’s Eyes' program at the ICSA conference in fall of 2002. We made it one of our objectives for the year to have each rep certified. We scheduled each rep time off the phone to complete their modules. It was an exciting time as you would hear the reps discussing the latest module and how they could relate to the experience they learned on each module. Several reps would email their weekend experiences while they were the customer and how they were treated. They also would discuss how they were being treated as a customer while contacting vendors that we do business with. It was quite evident that the reps enjoyed and learned from this program." - Ellen Sofie, Customer Service Manager, Cardinal Health, Medical Products and Services

Pricing Information:
The six-CD set is self-contained, all inclusive training. The six-video set comes with a comprehensive companion workbook and a video leader's guide to facilitate the training. You can train up to thirty people with a set of materials. Train one person or everyone in your organization. Also, if you purchase TTCE at the non-member rate then you will automatically become a member of ICSA!

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"Learning more about benchmarking enabled me to compare our performance to our competitors and apply technology practices, therefore improving our customer service rating." - Karen Summit, Dragaco, Inc., Totowa, NJ

"The program was well worth my time. Not only did I benefit in being able to better communicate with the other departments in my company, but I am able to act more effectively with my managers, customers and coworkers. My dedication and loyalty shows. I was recently promoted." - Diane MacPherson, National Seminars Group, Overland Park, KS

Pricing Information:
One set of materials contains the workbook and eight audio cassettes and will train and certify one manager. The CCSP program is available for purchase by ICSA members only. The retail price represents the cost of the program plus membership to ICSA at the reduced price of $195.00.

MEMBERS RECEIVE A SPECIAL DEAL FOR BOTH PROGRAMS!

Register for both the CCSP and "Through the Customer's Eyes" programs, and members will get the CCSP program
materials at a discounted rate of $795. That's a $200 savings!

ICSA Member Special for BOTH programs:
$795 (CCSP) + $415 ("Through the Customer's Eyes") = $1210
(plus certification testing licenses, shipping and tax)

*Please contact ICSA Headquarters for ordering information (732) 767-0330

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