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Certified Customer Service Associate (CCSA™)

CCSA™ Knowledge & Competence Requirements

Areas of Knowledge & Competence Pre-requisites for Customer Service Professionals at the entry level as prescribed by the GSQI Professional Certifications Board (GPCB).

Code Assessment Component
1 Structure & Fundamentals of Customer Services Industry
  1. Fundamentals of CUSTOMER SERVICE Function & Industry
  2. Structure of the CUSTOMER SERVICE Industry
2 CUSTOMER SERVICE Operations & Work Environment
  1. Organization & Workplace Structures in CUSTOMER SERVICE
  2. Technology in CUSTOMER SERVICE Organizations
  3. Common Modes and Media of Service Delivery in CUSTOMER SERVICE Organizations
3 Personal Effectiveness Principles & Techniques
  1. Challenges & Demands of CUSTOMER SERVICE Work Environment
  2. Creating & Managing Personal Brand-Equity in Workplace
  3. Managing Personal Time
  4. Managing Stress
  5. Managing Professional Growth
4 Role-profile of a Typical Customer Service Professional
  1. Typical roles of a Customer Interaction Professional
  2. Typical Key Result Areas (KRAs) of a Customer Service Professional
  3. Skills & Competencies of a Customer Interaction Professional
5 Principles & Techniques of Customer Service & Support
  1. Principles & Objectives of Customer Relationship Management
  2. Techniques in Initiation of Customer Interaction
  3. Techniques of Handling Customers
6 Principles & Techniques of Remote- & Tele- Sales
  1. Basic Principles of Selling/ Sales
  2. Principles & Techniques of Remote-selling
7 Keyboarding Skills
  1. Keyboarding Speed & Accuracy in English Language
8 Computing & Internet-related Operations
  1. Proficiency in basic PC-Based computing applications
  2. Internet Operations
9 Language Structure, Vocabulary & Comprehension
  1. Correct usage of Grammar & Structure
  2. Vocabulary
  3. Listening Comprehension
10 Verbal Language Skills
  1. Voice & Speech Quality
  2. Accent & Pronunciation

IMPORTANT:

  • The Knowledge & Competence Areas mentioned in this document may change in the event of updating or revision of the GSQI Certification framework. GSQI duly notifies all its associates, partners, clients, past certificants, certification applicants/ registrants and other stakeholders of all such changes and alterations.
  • The list of topics and areas mentioned in this document purports to exactly present the scope of a GSQI Certification Examination and is used by all authorized GSQI Certification Training Providers as a guide for designing their respective curricula for MasterClass and training. GSQI is NOT RESPONSIBLE in any way for training quality or training content and cannot be held responsible for an applicant/ registrant/ certification examinee failing the GSQI Certification Examination because of having undergone training/ MasterClass with a certain training provider.
  • All stakeholders are requested to appreciate that it is impossible to create a Training Program or Training manual that will exactly and completely cover the entire assessment scope to the depths required by a certification body. Hence, under no circumstances can a certification registrant or a Training Provider expect the questions in any GSQI Certification Examination to be exactly based on the Training Content/ Training Manual/ Instruction Material etc., provided by the Training provider. GSQI’s judgment and decisions on assessment questions have been arrived at after years of extensive international research and analysis and shall remain final, and hence, also, GSQI’s decisions on a particular Assessment/ Examination event and on a particular certification aspirant/ applicant shall remain final.