smiling lady showing customer service -- ID-10097371Would you like to gain recognition for your skills and competencies as a customer service provider, through international certification? Are you ready to sharpen your knowledge in the area of customer service delivery? Do you want to take the guess work out of what international standards currently hold in the area of customer service?

Then register for the upcoming introductory Certified Customer Service Professional (CCSP) Program facilitated by Mr Maurice Henry, Co-Founder, Customer Service Academy (CSAJ), Jamaica in June 2016. Sessions will be held as follows:


  • 6-9 Preparatory Sessions 8:30 am-12:30 pm and 4:00-8:00 pm
  • 10 Certification Examination 9:00 am – 12:00 noon
  • Venue: TDC Training Room, Pinneys


  • 13-16 Preparatory Sessions 8:30 am-12:30 pm and 4:00-8:00 pm
  • 17 Certification Examination 9:00 am – 12:00 noon
  • Venue: TDC Training Room, Basseterre

    About the Program
    The CCSP Program is designed for front-line employees and supervisors, and managers of front-line employees whose desire it is to achieve acknowledgement of their skills and competencies. The review will also provide candidates with the opportunity to sharpen their knowledge, skills, and attitudes (KSAs) in the area of customer service delivery.

    Why Certification
    Certification is an objective way of ensuring continuous development and standardized global recognition in a competitive environment. Certification validates the knowledge, skills and expertise of the professional in the respective industry.

    Certification provides concrete markers of development and signals a commitment to the profession. Once certified, you use your designation to identify your professional status in the industry.

    What is the CCSP?
    The CCSP designation is open to working professionals who interface with customers either face-to-face or over-the-phone. It is the only one of its kind in Jamaica and the Caribbean, and is celebrated by recipients for its focus on international best practices in customer service. It is endorsed by the Institute of Leadership & Management (ILM), a subsidiary of City and Guilds of London which is recognized worldwide.

    About Institute of Leadership and Management (ILM)
    The Institute of Leadership and Management (ILM) is Europe’s foremost awarding organization for leadership and management qualifications with international recognition across the world. ILM is a part of the City and Guilds of London Institute Group. It is also a professional membership body providing thorough career support. It provides high standards of accreditation that ensure its approved courses are relevant to the workplace and provide real benefits in learning and skill improvements.

    As the UK’s leading body for vocational management education, ILM partners with over 2,500 registered centers worldwide comprising further and higher education colleges and employers delivering in-house management training across all industries and sectors. ILM is also a trusted partner for several private training providers such as CSAJ, and Savvy is excited to be joining CSAJ in offering programs for our clients which are endorsed by ILM.

    Steps in Obtaining Certification
    Step 1 – Practical Requirement: The candidate’s supervisor will complete a Skills Verification Checklist designed to verify that he/she has the technical competence to get the job done.
    Step 2 – Review Session: At this step, the candidate prepares for the theoretical aspect of the certification. These review sessions focus on best practices in customer service and will be facilitated by Mr Maurice Henry. An easy-to-use CCSP Review Guide will be given to the candidate prior to the review session to give him or her time to become familiar with the material. The facilitator will go through the Review Guide with candidates. Practice questions will be given to candidates, and will be discussed in class.
    Step 3 – Theory Examination: A three-hour examination comprising 150 multiple-choice questions will be conducted. Candidates would need to obtain a pass mark of at least 60% to be successful.
    certificateStep 4 – Certification:Certification will be granted to those candidates passing the examination. They will be awarded the CCSP designation.Candidates who fail will be given two more chances to re-sit the examination at a small cost.
    Re-certification Program
    Once certified you will automatically be registered in a re-certification program. Every five (5) years professionals will be re-certified based on professional accomplishments. You will be issued with a new lapel pin and certificate of designation.

    Among the numerous organizations which show that they take service seriously, by sending their employees to the CCSP program are the following:

    • British Airways
    • Air Jamaica
    • CIBC FirstCaribbean International Bank
    • GSB Cooperative Credit Union
    • Jamaica International Insurance Company (JIIC)
    • Grace Foods
    • Bryan Studios
    • Ministry of National Security
    • Kingston Public Hospital
    • Fidelity Motors
    • Airports Authority of Jamaica
    • Total Jamaica
    • RBTT Bank
    • St Kitts Nevis Anguilla Trading and Development Company Limited (TDC)
    • Delisle Walwyn Group of Companies, St Kitts

    Request further details on the CCSP using the form below:

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    Images courtesy (i) scottchan and (ii) Stuart Miles

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