Customer Service Institute of Canada

CSI Canada programs are designed to provide graduates with a Certification for Customer Service Representatives and Managers. The course focuses on the 'science and art' of Customer Experience Management and awards Certified Customer Service Professional, (CCSP) and Certified Customer Service Manager, (CCSM) designations.

Customer Service Representatives and Customer Service Managers come from a variety of backgrounds but unlike other professions, such as Accounting, there has been, in Canada, no formal industry body recognition. Anyone may call themselves a customer service manager but few have any qualification other than on-the-job training to prepare them for this role. Despite job titles such as customer service director, customer relationship manager, call centre manager, manager - customer experience, national manager customer satisfaction and consumer relations manager, few people holding these positions have any customer service qualifications. They come from diverse backgrounds - some have undergraduate degrees from a wide variety of disciplines, others have completed more generalized post graduate study such as an MBA. A significant component of Canada's customer service managers and professionals have no formal academic recognition or association, instead gaining considerable experience at a variety of levels in the organization before working their way up 'through the ranks'.

Consider this:

Your customer service team is short staffed. You need help. You go to the Human Resources department and tell them you need help with customer service. "What skills should they possess?" H/R asks. You think for moment. You want a nice person, obviously. Someone able to handle multiple customer service tasks, an empowered service representative, empathetic and more than likely a person with great telephone skills. You're not really sure what to say, you know what the job requires, but there is no designation, no credentials that can be used as a prerequisite.

CSI Canada Course Benefits

Becoming a 'Certified Customer Service Professional or Manager opens many doors. The 'CCSP and CCSM' designation is your passport to a leadership career in customer service. The CSI Canada program has been developed with a mix of technical rigor and practical workplace based projects with a focus on developing leaders in the customer service discipline able to quickly contribute at the organization's most senior level including board membership.

Experiencing the satisfaction of completing a demanding and rigorous course.

Soon all employers will look for the CCSP or CCSM qualification when seeking to hire customer service personnel or promote from within.

Benefits for Employers

The goal of this professional qualification is to increase the level of customer service in organizations across Canada.

Employers will have access to customer service leaders with more confidence. This confidence will be developed through increased job skills and a greater understanding of customer service management methods, tools and techniques.

The practical, work place based projects will enable your CSI Canada graduates to tackle problems relevant to your customer service management system while they learn.