Top 11 Customer Service Certifications

Certifications are an important part of the job market, especially in customer service. They provide employers with a way to evaluate and measure an individual's qualifications and knowledge. Certifications demonstrate that an individual has taken the time and effort to learn about the industry and gain specialized skills. Furthermore, certifications can also help individuals stand out from other applicants by highlighting their commitment to professional development and mastery of customer service best practices. This can help them secure higher-level positions or even promotions within their current organization.

This article reviews some of the top certifications for Customer Services, and explains how they can contribute to a customer service's career growth.

What are Customer Service Certifications?

Customer service certification is a type of professional certification that recognizes individuals who have achieved a certain level of proficiency in customer service-related skills and knowledge. It is designed to recognize those who have demonstrated the necessary skills and abilities to deliver quality service and support to customers. This certification can be obtained through various organizations, such as the International Customer Service Association or the Professional Certification Institute.

Customer service certification can help individuals stand out from other applicants when applying for jobs in customer service-related fields. Having this certification demonstrates that an individual has a strong understanding of customer service principles, practices, and techniques and is committed to providing excellent customer service. It also helps employers identify qualified candidates for open positions because it indicates that the applicant has already gone through rigorous training related to customer service best practices.

Additionally, having a customer service certification may provide access to exclusive job postings or job opportunities that are not available to those without the certification. For those already employed in customer service roles, obtaining this certification can lead to career advancement opportunities within their current organization or at another company. It may also increase an individual’s salary potential due to the additional skills they possess and their commitment to providing exceptional customer service.

Pro Tip: Always research the customer service certification program you are considering to ensure it is accredited and offers a comprehensive curriculum that covers all aspects of customer service. Additionally, make sure to look for programs that offer hands-on learning opportunities so you can gain practical experience and become better equipped to handle customer inquiries or complaints.

Related: What does a Customer Service do?

Top 11 Customer Service Certifications

Here’s our list of the best certifications available to Customer Services today.

1. Certified Customer Service Professional (CCSP)

Certified Customer Service Professional (CCSP) is a professional certification program designed to recognize individuals who have demonstrated excellence in customer service. The CCSP certification is offered by the National Customer Service Association (NCSA), a non-profit organization that promotes customer service best practices and standards.

To obtain the CCSP certification, applicants must pass an exam that covers topics such as customer service principles, communication skills, problem solving, and conflict resolution. The exam consists of 150 multiple-choice questions and takes approximately three hours to complete. Applicants must also submit proof of at least two years of customer service experience or training.

The cost for the CCSP certification exam varies depending on the country in which it is taken; however, it typically ranges from $200 to $400 USD. In addition, applicants may be required to pay an additional fee for study materials or other resources.

Once certified, individuals are expected to maintain their credentials by completing continuing education activities every two years. This ensures that Certified Customer Service Professionals stay up-to-date with industry trends and best practices.

2. Certified Professional Customer Service Manager (CPCSM)

Certified Professional Customer Service Manager (CPCSM) is a certification program designed to recognize customer service professionals who demonstrate a high level of expertise in managing customer service operations. The certification is offered by the International Customer Service Association (ICSA), and it is designed to equip customer service managers with the skills and knowledge needed to lead their teams effectively and efficiently.

The CPCSM certification requires applicants to complete an online course that covers topics such as customer service fundamentals, communication skills, problem solving, and management strategies. The course takes approximately 30 hours to complete. Once completed, applicants must pass an exam that consists of multiple-choice questions covering the material from the course.

To apply for the CPCSM certification, applicants must submit an application form along with proof of completion of the online course. The cost for the online course is $299 USD. After successfully passing the exam, applicants will receive their official CPCSM certificate within 4-6 weeks.

3. Certified Customer Experience Professional (CXP)

Certified Customer Experience Professional (CXP) is a certification program designed to recognize professionals who have achieved a high level of expertise in customer experience management. This certification demonstrates that the individual has the knowledge, skills, and abilities to design, implement, and manage successful customer experience initiatives.

The CXP certification requires applicants to pass an exam administered by the Customer Experience Professionals Association (CXPA). The exam covers topics such as customer journey mapping, customer feedback analysis, customer experience metrics, and customer experience strategy. Applicants must also demonstrate their professional experience in the field of customer experience management.

The CXP certification process typically takes 3-6 months to complete. To get started on your CXP certification journey, you will need to register with the CXPA and pay an application fee of $395 USD. Once your application is approved, you will be able to access study materials for the exam and schedule your exam date.

Once you have passed the exam, you will receive a certificate from the CXPA confirming your status as a Certified Customer Experience Professional (CXP). You will also receive access to exclusive resources such as webinars and networking events designed specifically for CXPs.

4. Certified Quality Customer Service Representative (CQCSR)

Certified Quality Customer Service Representative (CQCSR) is a certification program developed by the International Customer Service Association (ICSA). The program is designed to give customer service representatives the knowledge and skills they need to provide quality customer service.

The CQCSR certification requires passing an exam that covers topics such as customer service fundamentals, communication techniques, problem solving, and conflict resolution. The exam consists of multiple-choice questions and takes approximately two hours to complete.

To get certified as a CQCSR, you must first register with ICSA and pay an application fee. After registering, you will receive access to the online study materials and practice exams. Once you have completed your studies, you can take the exam at any ICSA-approved testing center.

The cost for the CQCSR certification varies depending on whether or not you are a member of ICSA. If you are a member, then the cost is $175 USD; if you are not a member, then the cost is $225 USD.

5. Six Sigma Black Belt for Customer Service (SSBB-CS)

Six Sigma Black Belt for Customer Service (SSBB-CS) is a certification program designed to help customer service professionals develop the skills and knowledge necessary to improve customer service processes. The program focuses on the application of Six Sigma principles and methods to the customer service environment, including problem solving, process improvement, data analysis, and project management.

The SSBB-CS certification requires a minimum of three years of experience in customer service or related roles. Candidates must also complete an approved training program and pass a certification exam administered by an accredited organization. The training program typically consists of classroom instruction and hands-on practice in Six Sigma tools and techniques.

The cost of the SSBB-CS certification varies depending on the provider, but generally ranges from $1,000 to $3,000 USD. This cost covers tuition fees, course materials, and examination fees.

Once certified, individuals are expected to maintain their credential by completing continuing education activities such as attending conferences or participating in webinars related to customer service improvement topics.

6. Certified Professional in Customer Relationship Management (CPCRM)

Certified Professional in Customer Relationship Management (CPCRM) is a professional certification that recognizes individuals who have demonstrated their knowledge and understanding of customer relationship management (CRM) principles and practices. The certification is administered by the Institute for Certification of Computing Professionals (ICCP).

The CPCRM exam consists of 100 multiple-choice questions and must be completed within two hours. To qualify for the exam, applicants must have at least three years of experience in CRM or related fields, such as customer service, sales, marketing, or business analysis.

To get certified, applicants must first register with ICCP and pay an application fee. Once registered, they can take the online exam at any time during a six-month period. After passing the exam, they will receive their CPCRM certificate.

The cost to register for the CPCRM exam is $395 USD.

7. Microsoft Dynamics 365 for Customer Service Certification

Microsoft Dynamics 365 for Customer Service Certification is a certification program designed to help professionals demonstrate their expertise in using Microsoft Dynamics 365 for Customer Service. The certification is designed to validate the skills and knowledge of individuals who are responsible for configuring, deploying, and managing customer service solutions with Microsoft Dynamics 365.

The certification consists of two exams: MB-200 and MB-210. Both exams must be completed in order to earn the certification. The MB-200 exam focuses on core customer service concepts and covers topics such as understanding customer scenarios, configuring customer service applications, working with customer data, setting up customer service processes, and troubleshooting issues. The MB-210 exam focuses on advanced customer service topics such as creating customizations, integrating with other systems, managing business processes, and leveraging analytics.

It typically takes between four to six months to prepare for the exams depending on your experience level. You can find study materials online such as practice tests, tutorials, and books that will help you prepare for the exams. Additionally, there are several online courses offered by Microsoft or third-party providers that can help you learn the material more quickly.

The cost of taking the exams varies depending on where you take them but typically ranges from $165-$200 USD per exam. Once you have passed both exams you will receive an official certificate from Microsoft acknowledging your achievement.

8. Oracle Service Cloud Certification

Oracle Service Cloud Certification is a professional certification program designed to validate the skills and knowledge of professionals who work with Oracle Service Cloud. This certification demonstrates that professionals have mastered the skills needed to successfully implement, configure, and maintain Oracle Service Cloud solutions.

The Oracle Service Cloud Certification program consists of two levels: Associate and Professional. The Associate level focuses on basic knowledge and skills related to Oracle Service Cloud, while the Professional level focuses on advanced topics such as integration, customization, and troubleshooting.

To get certified in Oracle Service Cloud, you must first complete an online training course offered by Oracle University. This course will cover topics such as installation and configuration, user management, reporting, customization, integration, and more. After completing the course, you will be required to pass an online exam which tests your knowledge of the material covered in the course.

Once you have passed the exam, you will be eligible for certification at either the Associate or Professional level depending on your score. The cost of certification varies depending on which level you are pursuing; however it typically ranges from $100 - $200 USD per exam. It can take up to 4 weeks for your certification status to be updated after passing the exam.

9. Salesforce Certified Service Cloud Consultant

Salesforce Certified Service Cloud Consultant is a professional certification program offered by Salesforce. It is designed to validate the skills and knowledge of professionals in the field of customer service and support. The certification ensures that certified individuals have a deep understanding of how to use Salesforce Service Cloud to deliver exceptional customer service experiences.

The certification exam consists of 60 multiple-choice questions and takes approximately 90 minutes to complete. To get certified, you must pass the exam with a score of 65% or higher.

The cost for the Salesforce Certified Service Cloud Consultant exam is $200 USD. You can register for the exam on the Salesforce website or through an authorized testing center.

10. Zendesk Support Professional Certification

Zendesk Support Professional Certification is a program designed to help customer service professionals demonstrate their expertise in Zendesk products and services. The certification program consists of three levels: Associate, Professional, and Expert. Each level requires the successful completion of a series of tests and activities that assess knowledge and skills related to Zendesk products and services.

The Associate level is intended for those who are new to Zendesk or have limited experience with its products and services. This level takes approximately 4-6 hours to complete, depending on the individual's prior knowledge. It consists of an online assessment and a hands-on exercise. The cost for this certification is $99 USD.

The Professional level is intended for those who have more experience with Zendesk products and services. This level takes approximately 8-10 hours to complete, depending on the individual's prior knowledge. It consists of an online assessment, two hands-on exercises, and an optional project-based assessment. The cost for this certification is $199 USD.

The Expert level is intended for experienced professionals who have extensive experience with Zendesk products and services. This level takes approximately 12-14 hours to complete, depending on the individual's prior knowledge. It consists of an online assessment, four hands-on exercises, and an optional project-based assessment. The cost for this certification is $299 USD.

11. International Customer Service Association (ICSA) Certification

The International Customer Service Association (ICSA) Certification is an internationally recognized certification program that provides customer service professionals with the knowledge and skills required to excel in their field. The ICSA Certification is designed to ensure that customer service representatives are up-to-date on best practices, industry trends, and customer service techniques.

The ICSA Certification consists of three levels: Certified Professional (CP), Certified Manager (CM), and Certified Executive (CE). Each level requires a different amount of time and effort to complete. The CP level requires 80 hours of study time, the CM level requires 160 hours of study time, and the CE level requires 240 hours of study time.

To get ICSA certified, you must first register for an online course or attend a live class at an ICSA-approved training center. After completing the coursework, you will be required to take a written exam in order to receive your certification. You can also choose to take an optional practical exam if you want to demonstrate your ability in a more hands-on manner.

The cost of the ICSA Certification varies depending on which level you are pursuing and how long it takes you to complete it. Generally speaking, the cost ranges from $200-$600 for each level.

Overall, getting ICSA certified is a great way for customer service professionals to demonstrate their expertise and commitment to excellence in their field.

Do You Really Need a Customer Service Certificate?

Whether or not you need a customer service certificate to work in this field is an important question. The answer depends on the position you are applying for and the requirements of the employer.

In some cases, having a customer service certificate can be beneficial. It will demonstrate your commitment to providing excellent customer service, as well as showing that you have taken the time to learn about the industry and its best practices. A certificate may also show that you have studied customer service techniques, such as communication skills and problem-solving strategies. This could give you an edge over other applicants who do not possess such qualifications.

On the other hand, there are certain positions where having a customer service certificate is not essential. If you already have experience working in a customer service role and have developed strong people skills, then this may be enough to secure a job without needing any additional qualifications. Employers may also consider your attitude and willingness to learn more about customer service when making their decision.

Overall, whether or not you need a customer service certificate depends on your individual circumstances and the requirements of the employer. If it appears that having one could help you stand out from other applicants for a particular position, then obtaining one may be worthwhile.

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FAQs About Customer Service Certifications

1. What is a customer service certification?

Answer: A customer service certification is a type of professional certification that demonstrates an individual’s expertise in customer service. It typically involves completing a program or course and passing a final exam.

2. How long does it take to get certified in customer service?

Answer: The amount of time necessary to complete the certification process depends on the specific certification program you choose. Generally, most programs range from 3 months to 1 year for completion.

3. What are the benefits of obtaining a customer service certification?

Answer: Benefits of obtaining a customer service certification include increased job security, improved job prospects, higher salaries, and greater confidence in handling customer inquiries and complaints.

4. Are there any prerequisites for getting certified in customer service?

Answer: Prerequisites for getting certified in customer service vary depending on the specific program or organization offering the certification. Generally, however, many organizations require applicants to have some prior experience with customer relations and/or relevant educational qualifications such as a degree or diploma in business administration or management.

5. How much does it cost to get certified in customer service?

Answer: The cost of getting certified in customer service varies depending on the specific program or organization offering the certification. Generally speaking, costs can range from several hundred dollars up to several thousand dollars depending on the level of instruction offered and other factors such as travel expenses or additional materials required for completion of the coursework.