Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service Certification

Cus­tomer Ser­vice Certification

Noth­ing improves cus­tomer sat­is­fac­tion like deal­ing with employ­ees who exhibit world-class cus­tomer ser­vice or sales skills, are proud of their work, and see them­selves as pro­fes­sion­als. These employ­ees love com­ing to work and serv­ing cus­tomers. They are loyal and com­mit­ted to pro­vid­ing their best for both the com­pany and the customer.

Invest­ing in pro­fes­sional cus­tomer ser­vice cer­ti­fi­ca­tion for indi­vid­u­als is a way to show your employ­ees you care, improve their skills, and add to their sense of pro­fes­sion­al­ism. And receiv­ing a Heart of Ser­vice award for your depart­ment raises the level of your depart­ment in the eyes of your cus­tomers and shows your com­mit­ment to pro­vid­ing them with qual­ity service.

Indi­vid­ual Certification

Cer­ti­fied Cus­tomer Ser­vice Pro­fes­sional (CCSP)

There are two lev­els of CCSP cer­ti­fi­ca­tion for individuals:

Level 1 – Knowl­edge Certification

  • Com­plete one of Impact’s world-class ser­vice or sales train­ing programs
  • Pass a cer­ti­fi­ca­tion test 30 days or more after train­ing had been completed.

Lag time on the cer­ti­fi­ca­tion test pro­vides assur­ance that knowl­edge has been retained.

Level 2 – Expe­ri­ence Certification

  • Obtain Level CCSP certification
  • Pass 85% of calls monitored.

Expe­ri­ence cer­ti­fi­ca­tion pro­vides assur­ance that skills learned in train­ing are being applied on the job.

Depart­ment Certification

Heart of Ser­vice Award
There are two lev­els of cer­ti­fi­ca­tion for departments:

Level 1 – Knowl­edge Certification

90% of front-line employ­ees and 90% of super­vi­sors have received CCSP Level 1 certification.

Level 2 – Expe­ri­ence Certification

  • Level 1 depart­ment cer­ti­fi­ca­tion has been reached
  • 90% of the depart­ment is pass­ing 85% of mon­i­tored calls

Show your cus­tomers and employ­ees you care. Start the cer­ti­fi­ca­tion process now.

Part­ner Certification

If you have tech­ni­cal sup­port or field ser­vice employ­ees, you may also be inter­ested in cer­ti­fi­ca­tion offered through our part­ner orga­ni­za­tions: Comp­TIA, and TSIA

Sched­ule a demo of our world-class train­ing pro­grams or give us a call for a free course outline.