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CertificateASTI-CO-CERT-CSS-201

Customer Service Specialist (CSS)

A professional certification programme designed to develop world-class customer service professionals with strong communication, conflict resolution, leadership, and workplace professionalism skills.

Duration

60 Hours · 15 Weeks

Delivery

Blended

Certification

ASTI Certificate in Customer Service Specialist (CSS)

Min. Pass Score

70%

About This Programme

The Customer Service Specialist (CSS) programme is a professional certification designed for individuals who work in or aspire to excel within customer-facing environments across any industry. Through a blended delivery model combining instructor-led sessions, case studies, simulations, and workplace exercises, participants develop the communication skills, ethical standards, conflict resolution competencies, and professional knowledge required to deliver world-class customer service and advance their careers in service-oriented fields.

Pricing & Fees

FeeTTUSD
Course Fee$2,500$417
Exam Fee$700$117
Registration Fee$300$50
Duration6 Weeks
Live Sessions2 live sessions per week

An additional fee of $50 USD applies for payments sent via wire transfer.

Who This Course Is For

Customer service representatives (CSRs)
Front office and reception personnel
Technical support representatives
Hospitality and tourism personnel
Retail and sales professionals
Administrative and client relations personnel
Supervisors and team leaders involved in customer-facing environments
Individuals pursuing advanced customer service and business careers

Prerequisites

Applicants must meet one of the following entry requirements:

1Mature Entry: 21+ years of age with a minimum of 3 years of related experience
25 CXC/CSEC passes inclusive of Mathematics and English Language
3Diploma or certifications relevant to customer service, business, administration, hospitality, or related fields

What You Will Learn

Demonstrate world-class customer service principles and practices
Apply professional communication techniques in customer-facing environments
Utilize customer service quality assurance methods and customer retention strategies
Apply ethical, professional, and organizational standards in workplace interactions
Utilize social and professional media responsibly within customer service operations
Demonstrate conflict resolution and emotional intelligence competencies
Apply teamwork and leadership principles within organizational environments
Explain marketing concepts relevant to customer engagement and customer retention
Demonstrate understanding of workplace safety, legal responsibilities, and organizational compliance
Utilize effective documentation, reporting, and recordkeeping procedures
Develop professional career pathways and networking strategies within customer service industries

Course Modules

  • 01Module 1: Objectives and Values of World-Class Customer Service
  • 02Module 2: Customer Service Quality and Techniques
  • 03Module 3: Communications
  • 04Module 4: Using Social and Professional Media Responsibly
  • 05Module 5: Marketing
  • 06Module 6: Safety, Environmental, and Health
  • 07Module 7: Professionalism and Ethics
  • 08Module 8: Workplace Interpersonal Relationships, Emotions, and Conflict
  • 09Module 9: Teams and Teamwork
  • 10Module 10: Business Leadership
  • 11Module 11: Company Policy, Rules, and Loyalty
  • 12Module 12: Association Membership and Certification
  • 13Module 13: Record Keeping and Documentation
  • 14Module 14: Employee Job Description, Career Plans, and Evaluation
  • 15Module 15: Independent Contractor Status
  • 16Module 16: Workers Legal Responsibilities

Assessment & Certification

Assessment is conducted through Module Quizzes, Communication Exercises, Workplace Simulations, Case Studies, and a Final Examination. A minimum passing score of 70% is required. Graduates receive the ASTI Certificate in Customer Service Specialist (CSS).

Career Pathways After This Course

Diploma in Business ManagementDiploma in Customer Relationship ManagementDiploma in Operations ManagementHospitality and Tourism Management ProgrammesHuman Resource Management PathwaysLeadership and Supervisory Development ProgrammesDegree-level Business and Service Management Studies

60 Hours · 15 Weeks

Blended · Certificate

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