Overview
What Is CCSP?
CCSP is an acronym for Certified Customer Service Professional. It a 5-week strategy session that equips the participant with tools needed to proffer and deliver customer service solution in various business climes.
Participants are exposed to the dynamics of handling customers, turning customer contact to sales and exposing them to real world situations that they experience on the job with the view of teaching them effective methods on how to handle them.
Without customers, no one has a job, we need to understand this and walk the talk. Being customer service focused will not only change improve your career, it will change your life.
In this league of elite professionals you acquire the secrets of turning customers into fans and making them loyal for life. With the exposure this course gives you, you make exceptional customer service delivery the centre of your daily operations.
So enrol today and be part of the service revolution.
For adequate exposure, the course is divided into two stages:
• Certified Customer Service Associate (CCSA)
This is the first stage of the program. It is a foundational course and pre requisite for advanced courses. It introduces the would-be customer service professional to the certification program and on what is expected from a customer service expert.
It focuses on moulding the attitudes, perception and passion for customer service.
The course runs for 7 weeks intensive lectures and at the end the candidate writes the online exam.
• Certified Customer Service Professional(CCSP)
This is the final stage of the certification program.
Before you enrol for this stage, you must have completed Stage 1 (CCSA) and passed the qualifying exams.
This level of the program exposes the participants to all the different fields of endeavour and how customer reactions and expectations differ in different industries. It also gives the candidate the skill to direct and also train fresher’s on the rudiments of customer service.
This program runs through the year and awards the candidate the professional certification on successful completion.
For enquiries
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or call 08037088246
Faq
Q: What benefits will I get from acquiring the CCSP Certificate?
A: The benefits include;
Increase your knowledge base on customer service delivery to international standard because it will expose you to best practice in customer retention management.
Create leverage for promotion and enhanced salary package for working class.
For those leaving school who want to have edge over their counterparts in the employment market, it gives your employer the confidence of hiring a focused and promising employee that will boost their bottom-line and will not spend on training the individual on customer service ethics.
Q: What is the acceptability rate of the certification?
A: The certification is recognized in over 40 countries in the world and it is a certification being issued by the leaders in customer service in the world; with over 38 years experience (Service Quality Institute).
You can get more information about the certification by visiting Service Quality Institute website (www.customer-service.com), there is an online answer chat available on the website which you can use.
Q: Can I pay the lecture fees in instalments and how many times?
A: Yes, you can pay in 3 instalments.
Q: Can I write the CCSP exam without going through the CCSA stage?
A: No, it is mandatory that every potential CCSP graduate goes through the CCSA program for proper coordination and full training in customer service delivery.
Q: Can I acquire the certification without necessarily attending the classes due to the fact that I am very busy or out of Lagos?
A: It will be lovely if you attend the classes before writing the exams because it is very interactive and educative.
Q: How many participants are there in a class per session?
A: The maximum class is 30 participants and a minimum of 4.
Q: Can I pay the exams fees in naira?
A: The exam fees can only be paid in dollars.
Q: Are they other fees to be paid apart from course fees and exam fees?
A: Yes, there is a registration fee of #7,500 for CCSA and #5,500 for CCSP upon filling and submission of the registration form.
Q: Is Stronix Consults the only authorized body to run the certification in Africa?
A: Yes, Stronix Consults Ltd. has the franchise from Service Quality Institute USA to run the CCSP program in Africa.
Q: What if I miss any Saturday class because of work schedule?
A: A make up class can always be done for you on any day of your choice (weekdays only).
2013 Training Dates
v Certified Customer Service Professional (CCSP) Time Table
Both CCSA & CCSP class will be done 9times in a year as outlined below;
§ January
o February 2nd – CCSA & CCSP class starts.
o March 16th – CCSA Assessment Test
o March 2nd – CCSP exam
§ February
o March 9th – CCSA Class starts.
o March 16th – CCSP class starts
o April 20th – CCSA Assessment Test
o April 13th – CCSP exam
§ March
o April 20th – CCSA & CCSP Class starts.
o May 18th – CCSP exam
o June 1st – CCSA Assessment Test
§ May
o June 1st – CCSA & CCSP Class starts.
o June 29th – CCSP exam
o July 13 - CCSA Assessment Test
§ June
o July 6th – CCSA Class starts.
o July 13th – CCSP class starts
o August 17th – CCSA Assessment Test
o August 10th – CCSP exam
§ July
o August 10th – CCSA Class starts.
o August 17th – CCSP class starts
o September 14th – CCSP exam
o September 21st – CCSA Assessment Test
§ August
o September 14th – CCSA Class starts.
o September 21st – CCSP class starts
o October 19th – CCSA Assessment Test
o October 26th – CCSP exam
§ October
o November 2nd – CCSA Class starts.
o October 26th – CCSP class starts
o December 14th – CCSA Assessment Test
o November 13th – CCSP exam
§ November
o December 7th – CCSA Class starts.
o December 14th - CCSP class starts
o January 18th 2014 – CCSA Assessment Test
o January 11th 2014 – CCSP exam
Testimonials
• Customer Service is EVERYTHING.
As a customer service person, moving up the ladder in my carrier has always been my passion, to achieve this, I knew I had to empower myself and not wait for my organization to do so. With this at the back of my mind, I enrolled for Certified Customer Service Associate at Stronix Consults Gbagada, Lagos.
This course enriched and gave me a clear understanding that the only road to quality customer service delivery which stands an individual or organization out is professionalism. Within 2months of enrolling for the course, I got promoted twice, my colleagues watched me turn from a customer service person to a customer service professional, my superiors where wondering where I had hidden my talent all the while.
A lot of people believe the customer service does not require any special skill or training but I strongly disagree, mine is a typical example. After the course, I have more confidence in myself because i believe in what I have acquired. So hurry up, enroll for this course at Stronix Consults and it will be worth it.
Esther Oshingbeme (CCSA)
Lagos, Nigeria.
I learnt about CCSP programme a few years back but never gave much thought about it until recently when I experienced a bit of a down slide in my job and I decided to give into my curiosity.
I started this programme with a feeling that I knew it all about customer service relationship but to my utmost surprise, all I thought I knew was only a tip of the iceberg.
If I knew, I would have started the programme earlier and cashed in sooner. My experience so far has been rewarding, knowledgeable and insightful.
There is ambience in the air. The people that make up the class are mostly youths with the zest for knowledge. The class is highly interactive which gives rooms for sharing ideas and experiences as relates to the topics of discuss.
The tutors are humble, down to earth; ready to impact the class with the need-to-know.
In all, CCSA is highly recommended for everyone regardless of age, discipline or position.
It’s a programme geared towards better understanding and appreciating who a customer is and getting the best out of them.
Blessing Okonkwo(CCSA)
Sales Consultant
Lagos, Nigeria.
• Customer service is a LIFESTYLE
In search for where to get more information online in exceptional service delivery, I stumbled on CCSA being run by Stronix Consult. I called Stronix Consult up and here I am today studying to become CCSA and then CCSP.
After the first lecture I had enough bullet points for a power point presentation on Feeling and Customer service delivery. I saw "little things" I took for granted or ignored as tips that would help in having a better relationship with customers or people generally. My job in the aviation industry involves dealing with a large number of customers, and the knowledge gained has helped enhance my service delivery, especially when a service failure occurs and a service recovery is required.
Customer service is all about your attitude, it’s relational. For me now, it’s a lifestyle; I have had tremendous compliments from the external and internal customers, family, friends and even my children. I am proud of myself and believe I can still be better.
Helen Onomerike (CCSP)
Manager – Loyalty Programmes
Lagos, Nigeria.
• Customer Service is a Skill
Customer Service is all about the provision of service to customers before and after a purchase. For one to give quality service, you have to learn it. That is, giving quality service to customers is a skill you learn. Certified customer service programme has helped me a lot in building good rapport with customers in my day to day activity. This programme has helped me build a good relationship with my customers. I have also learned to put myself in my customer’s shoes by empathising with them. In other words to retain your customers, you have to give your best.
Helen Iraoyah (CCSP)
Lagos, Nigeria.
• Becoming a Certified Customer Service Professional is LIFE CHANGING
Before the program- I was looking for a professional qualification to back up my years of experience in customer service. I contacted Service Quality Institute in USA and I was referred to Stronix Consults in Nigeria, as the only provider in West Africa.
After the program- The program (CCSA) was amazing, educative and interactive. It has helped me professionally and personally. The quality of training was unique, providing easy understanding and real life customer service scenarios. I am studying for the final stage CCSP, in order to be fully certified.
I am glad I enrolled with Stronix Consults because I have ultimately gained professionally and invested in a life changing opportunity.
I would heartily recommend the program (CCSA & CCSP) to anyone.
Oladipo Yusuf (CCSP)
Lagos, Nigeria.
• CCSP is what you need.
CCSP affected my life positively, my income is been boosted, my total relationship with internal and external customers is presently excellent; my mentality on service is totally recovered. The company practices what they preach and the good environment and atmosphere give this soothing convenience and comfort.
I am glad I acquired this knowledge....Now I am Cashing-in....!!!
All thanks to Stronix who brought this opportunity to my door step.
CCSP- A great Experience!!!
STRONIX- A place to be!!!
Fedora Ojiugo Anunobi (CCSP)
Telecommunication Company
Lagos, Nigeria.