Top 11 Customer Service Manager Certifications
This article outlines the best customer service manager certifications available to help professionals develop and refine their skills.
Published 19 min read
Certifications are important for a customer service manager in the job market because they demonstrate to employers that the individual has a certain level of knowledge and skills in customer service. They can help to differentiate one candidate from another, and show that the individual is committed to their profession and staying up-to-date with industry trends. Certifications also allow employers to quickly assess candidates’ qualifications, so they can make informed decisions when hiring. Additionally, certifications can provide career advancement opportunities by allowing individuals to pursue higher-level positions or roles with more responsibility. Finally, certifications may be necessary to work in certain industries or locations, making them essential for those looking to enter or advance within a particular field.
The purpose of this article is to review the top certifications for Customer Service Managers and explain how they can help improve a customer service manager's career.
What are Customer Service Manager Certifications?
Customer service manager certification is a professional certification that demonstrates a thorough understanding of customer service principles and practices. This certification provides an individual with the necessary knowledge and skills to manage customer service teams, provide excellent customer service, and develop strategies to improve customer satisfaction.
The certification involves completing a comprehensive course which covers topics such as customer service principles, developing effective customer relations, problem solving and conflict resolution, managing customer expectations, and monitoring performance. Upon completion of the course, individuals must pass an examination in order to receive their certification.
Having a certified Customer Service Manager can be beneficial for many organizations. It can increase employee satisfaction as well as provide customers with better quality service. Certified managers are more likely to understand how to deal with difficult customers or situations that arise in the workplace. They will also have the necessary skills to motivate employees and build trust among team members. Additionally, having a certified manager will help businesses stay up-to-date on industry trends and best practices that can help them remain competitive in their market. Ultimately, this certification will help organizations achieve their goals by providing excellent customer service experiences for their customers.
Pro Tip: Obtain customer service manager certification from a reputable organization to demonstrate your commitment to providing excellent customer service. This certification will show potential employers that you have the knowledge and skills necessary to manage a successful customer service team.
Top 11 Customer Service Manager Certifications
Here’s our list of the best certifications available to Customer Service Managers today.
1. Certified Customer Service Manager (CCSM)
Certified Customer Service Manager (CCSM) is a certification program designed for customer service professionals. It is an internationally recognized credential that demonstrates expertise in customer service management. The CCSM program provides individuals with the knowledge and skills to effectively manage customer service operations and teams.
The CCSM program consists of two parts: an online course and a final exam. The online course covers topics such as customer service strategies, communication techniques, problem-solving skills, and team leadership. It takes approximately 10 hours to complete the online course. After completing the online course, individuals must pass a final exam to become certified.
In order to become certified, individuals must register for the CCSM program through the International Customer Service Association (ICSA). Registration costs $395 USD and includes access to the online course materials, practice exams, and study guides. Individuals who successfully complete the program will receive their official CCSM certificate from ICSA.
The CCSM certification is valid for three years from date of issue and can be renewed by taking additional courses or passing an updated version of the exam every three years.
2. Certified Professional in Customer Relationship Management (CPCRM)
Certified Professional in Customer Relationship Management (CPCRM) is a professional certification program that provides individuals with the knowledge and skills necessary to effectively manage customer relationships. The certification is offered by the Customer Relationship Management Institute (CRMI), an international organization dedicated to promoting excellence in customer relationship management.
The CPCRM program consists of three levels of certification: Associate, Professional, and Master. Each level requires successful completion of a comprehensive exam. The exams cover topics such as customer service, sales, marketing, technology, analytics, and more. The exams are designed to test your knowledge and understanding of customer relationship management concepts and principles.
In order to qualify for the CPCRM program you must have at least two years of experience in a related field or have completed a degree in business or another related field. Additionally, you must pass a background check before being accepted into the program.
It typically takes six months to one year to complete the entire CPCRM program depending on how quickly you can study and complete the exams. It is recommended that you set aside at least four hours per week for studying in order to complete the program within this time frame.
The cost of the CPCRM program varies depending on which level of certification you are seeking and which country you live in. Generally speaking, it costs between $500 - $1,000 USD for each level of certification plus any applicable taxes or fees.
Once you have successfully completed all three levels of certification you will receive your official certificate from CRMI along with recognition as a Certified Professional in Customer Relationship Management (CPCRM).
3. Certified Professional in Customer Service (CPCS)
Certified Professional in Customer Service (CPCS) is a certification program that is designed to help customer service professionals demonstrate their knowledge and expertise in the field. The certification is offered by the International Customer Service Association (ICSA), and it requires successful completion of an exam that tests the individual’s knowledge and understanding of customer service principles, practices, and processes.
The CPCS exam consists of 150 multiple-choice questions that must be completed within three hours. The exam covers topics such as customer service strategies, communication skills, problem solving, customer relations management, and managing customer expectations.
To become certified, individuals must have at least two years of professional experience in customer service or a related field. They must also submit proof of their work experience along with a completed application form to ICSA for review. Once approved, they can register for the CPCS exam online or through ICSA’s authorized testing centers.
The cost to take the CPCS exam is $295 USD. This fee includes all materials required for taking the test as well as access to additional study resources from ICSA. It typically takes up to 4 weeks after submitting an application for approval before an individual can take the exam. Upon successful completion of the exam, individuals will receive their official CPCS certificate from ICSA.
4. Certified Customer Experience Professional (CCXP)
Certified Customer Experience Professional (CCXP) is a certification program that provides professionals with the skills and knowledge needed to deliver exceptional customer experiences. The certification is offered by the Customer Experience Professionals Association (CXPA). It is designed to demonstrate mastery of customer experience concepts, best practices, and strategies.
The CCXP program consists of three levels: Foundations, Practitioner, and Master. To become certified at each level, applicants must pass an exam that covers topics such as customer journey mapping, customer experience metrics, customer service strategy, and more.
The Foundations level requires candidates to have at least one year of professional experience in a related field. The Practitioner level requires three years of professional experience in a related field. The Master level requires five years of professional experience in a related field.
It typically takes about six months to complete the CCXP certification process from start to finish. Candidates must first register for the exam online through the CXPA website. Once registered, they will receive access to study materials and practice exams which can be used to prepare for the actual exam. After passing the exam, candidates will receive their official CCXP certificate within four weeks.
The cost of obtaining a CCXP certification varies depending on the level you are applying for and whether you are an individual or an organization member of CXPA. For individuals applying at the Foundations level, it costs $495 USD; for Practitioner it costs $795 USD; and for Master it costs $1,095 USD. Organizations pay slightly more than individuals due to additional fees associated with group registration.
5. Six Sigma Black Belt Certification
Six Sigma Black Belt Certification is a professional certification that demonstrates an individual’s expertise in the Six Sigma methodology. This certification is awarded to individuals who have achieved a high level of mastery in the application of Six Sigma principles and tools for process improvement.
The Six Sigma Black Belt Certification typically takes about four to six weeks to complete, depending on the provider and program. To get certified, you must pass an exam that tests your knowledge of Six Sigma concepts and tools. You will also need to demonstrate your ability to apply these concepts and tools in real-world situations.
The cost of the Six Sigma Black Belt Certification varies depending on the provider and program chosen, but it can range from $2,000 - $4,000 USD. The cost usually includes course materials, access to online resources, and the exam fee.
6. Project Management Professional Certification (PMP)
Project Management Professional Certification (PMP) is a globally recognized certification that demonstrates an individual’s ability to lead and manage projects. It is offered by the Project Management Institute (PMI), a non-profit organization dedicated to advancing the project management profession.
In order to become PMP certified, you must meet certain eligibility requirements, including having at least three years of project management experience and completing 35 hours of formal project management education. Once these requirements are met, you can take the four-hour PMP exam. The exam consists of 200 multiple choice questions that measure your knowledge and understanding of project management principles and practices.
The process of becoming PMP certified usually takes about two months from start to finish. During this time, you will need to submit your application for certification, complete the required education hours, study for the exam, and pass the exam with a score of at least 70%.
The cost of becoming PMP certified varies depending on whether or not you are a member of PMI. Non-members must pay a one-time fee of $555 to take the exam; members pay a reduced fee of $405. In addition, there may be additional costs associated with taking courses or purchasing study materials in preparation for the exam.
7. Certified Quality Process Analyst (CQPA)
Certified Quality Process Analyst (CQPA) is a certification program designed to help professionals demonstrate their knowledge and understanding of quality processes. It is offered by the American Society for Quality (ASQ).
The CQPA certification requires candidates to pass an exam that covers topics such as process management, process improvement, process analysis, and quality systems. Candidates must have at least three years of experience in quality-related roles to be eligible for the exam. The exam consists of multiple-choice questions and takes approximately four hours to complete.
To get the CQPA certification, candidates must first register with ASQ and pay a fee of $450 USD. Once registered, they can take the exam at one of ASQ's approved testing centers or online through ProctorU. After passing the exam, candidates will receive their certification within four weeks.
The cost of the CQPA certification includes the registration fee ($450 USD), plus any additional fees associated with taking the exam at a testing center or online through ProctorU.
8. International Customer Service Association’s Certified Customer Service Executive (ICSA-CCSE)
The International Customer Service Association’s Certified Customer Service Executive (ICSA-CCSE) is a certification program designed to recognize customer service professionals who demonstrate a high level of knowledge and expertise in their field. The program is designed to provide an independent, third-party verification of the individual’s proficiency in customer service.
The ICSA-CCSE program consists of three parts: an online assessment, a hands-on project, and a final exam. The online assessment tests the individual’s knowledge of customer service principles, techniques, and tools. The hands-on project requires the individual to develop and implement an innovative customer service strategy or solution. Finally, the final exam tests the individual’s ability to apply their knowledge in real-world scenarios.
It typically takes between four and six months to complete all three components of the ICSA-CCSE program. During this time, individuals must complete all required coursework and assessments before they can move on to the next step in the process.
To get certified as an ICSA-CCSE professional, individuals must first register with the International Customer Service Association (ICSA). After registering, individuals will receive access to all required course materials and assessments needed for successful completion of the program. Once registered, individuals can begin working through each component of the program at their own pace.
The cost for certification varies depending on which package you select when registering for ICSA membership. Prices range from $149 for basic membership up to $599 for premium membership which includes access to additional learning resources such as webinars and workshops.
9. American Society for Quality’s Certified Quality Manager/Organizational Excellence Certification (ASQ-CQM/OE)
The American Society for Quality’s Certified Quality Manager/Organizational Excellence Certification (ASQ-CQM/OE) is a professional certification that demonstrates a practitioner’s ability to lead and manage organizational excellence initiatives. It is designed to help organizations improve their performance and achieve higher levels of customer satisfaction, employee engagement, and operational efficiency.
To become certified as an ASQ-CQM/OE, you must first meet the eligibility requirements. These include having five years of experience in quality management or organizational excellence, three years of which must be in a leadership role. You must also pass two exams: one on quality management principles and tools, and another on organizational excellence principles and practices.
The exam process typically takes about six months to complete. You can get started by registering for the exams at the ASQ website. The cost of registration is $395 for both exams combined. Once you have passed both exams, you will receive your certification from ASQ within two weeks.
Once certified as an ASQ-CQM/OE, you will have access to exclusive resources such as webinars, workshops, conferences, and other networking opportunities with other professionals in the field. Additionally, you will be able to use your certification as a badge of honor when applying for jobs or promotions in the quality management field.
10. Institute of Customer Service Level 5 Diploma in Leadership and Management in a Contact Centre Environment
The Institute of Customer Service Level 5 Diploma in Leadership and Management in a Contact Centre Environment is a professional qualification designed to equip contact centre leaders with the skills, knowledge and understanding to lead, manage and develop their teams. It is suitable for those who are looking to progress their career into a leadership role or who are already in a leadership role and want to gain formal recognition of their skills.
The course takes approximately 12 months to complete, depending on the individual's learning style. It consists of six modules which cover topics such as customer service strategy, team development, performance management, problem solving and decision making.
To get the diploma, learners must complete all six modules and pass an end-of-course assessment. The assessment includes multiple choice questions as well as written answers that demonstrate understanding of the concepts covered during the course.
The cost of the Institute of Customer Service Level 5 Diploma in Leadership and Management in a Contact Centre Environment varies depending on where you take it. Generally speaking, it costs around £2,000 - £3,000 for the full course.
11. Chartered Institute of Personnel and Development Level 7 Diploma in Human Resource Management
The Chartered Institute of Personnel and Development (CIPD) Level 7 Diploma in Human Resource Management is a professional qualification designed to develop the knowledge and skills of senior HR professionals. It is recognised as the gold standard for HR professionals and is highly regarded by employers.
The Level 7 Diploma in Human Resource Management usually takes around 18 months to complete, depending on the chosen study route. To gain the qualification, learners must demonstrate their knowledge and understanding of a range of topics related to human resource management, such as employment law, employee relations, reward management and performance management. Learners must also complete a work-based project which involves applying their learning in practice.
There are two routes available for learners to gain this qualification: studying part-time or studying full-time. Part-time study involves attending workshops or classes one day per week, while full-time study requires attendance at workshops or classes for five days per week.
The cost of the CIPD Level 7 Diploma in Human Resource Management varies depending on the chosen study route, but typically ranges from £2,000 - £4,000.
Do You Really Need a Customer Service Manager Certificate?
The answer to this question depends on a few factors. First, what is the individual’s current job role? If they are already employed in a customer service manager position, then it is likely that they do not need to obtain a customer service manager certificate. However, if they are looking to advance their career or gain more knowledge and skills in customer service management, then obtaining a certificate could be beneficial.
A customer service management certificate can demonstrate an increased level of knowledge and understanding of the field, which can be helpful when applying for higher-level positions. Having this additional certification may also give an individual an advantage over other candidates when it comes to being considered for certain jobs. Additionally, having such a certification can help individuals stay up to date on industry trends and best practices related to customer service management.
Ultimately, whether or not someone needs a customer service manager certificate will depend on their individual needs and goals. It may be beneficial for some people who want to advance their career or gain more knowledge in the field, but it is not necessary for everyone.
FAQs About Customer Service Manager Certifications
1. What are the requirements for becoming a Customer Service Manager?
Answer: To become a Customer Service Manager, you must have strong communication and problem-solving skills, be able to manage customer complaints and inquiries effectively, and possess a Bachelor's degree in business or related field. Additionally, many employers require certification in customer service management.
2. What type of certification is available for Customer Service Managers?
Answer: There are several certifications available for Customer Service Managers, including the Professional Certification in Customer Service Management from the International Council of Customer Service Organizations (ICCSO), Certified Customer Service Manager (CCSM) from the Institute of Certified Professional Managers (ICPM), and Certified Contact Center Professional (CCCP) from the National Contact Center Association (NCCA).
3. How long does it take to complete a Customer Service Manager certification?
Answer: The amount of time it takes to complete a Customer Service Manager certification will depend on the specific program you choose; however, most programs range from six months to one year.
4. How much does it cost to become certified as a Customer Service Manager?
Answer: The cost of becoming certified as a Customer Service Manager will vary depending on the program you choose; however, most programs range from $300-$1000 USD.
5. Are there any online courses or training programs available for obtaining a Customer Service Manager certification?
Answer: Yes! There are several online courses and training programs available for obtaining your customer service manager certification, such as those offered by ICCSO, ICPM, and NCCA.