National Customer Service Association
...Customer First
What organization retains the NCSA certification programs?
The certification programs are certified through the National Customer Service Association, the premier global customer service organization. The National Customer Service Association is an independent body with no specific ties to any other public or private organizations.
The designations CCSP® and DCSP® are owned and authorized for exclusive use by the National Customer Service Association as trademarks registered by the U.S. Patent and Trademark Office.
Who provides development, administration and oversight of the NCSA certification programs?
The certification programs have oversight by a multi-disciplinary committee, representing insights from corporate and university professionals in the private and public sector. All members of the Oversight Committee have vast experience in customer service instruction in its many applications as well as managerial, leadership, critical thinking and problem-solving skills.
How do you ensure the certification exams remain relevant?
The NCSA certification programs are dynamic and are updated by the Oversight Committee to reflect contemporary needs and ensure the exam process is appropriately rigorous, validating that certification recipients are worthy of the designation pursued. When an individual earns NCSA certification, it is because they have passed a challenging exam in the discipline of service excellence.
How long have the NCSA certification programs been available?
The CCSP program launched in 2018, and the DCSP program in 2020. The program materials reflect the Oversight Committee members’ many years of direct instruction to thousands of classroom attendees as well as their own frontline experience delivering customer service. Their combined advice and experience provide fine-tuning of all topical areas to ensure relevance and utility for the customer service professional.
Can we see what organizations and individuals have participated in NCSA certification programs?
All individuals and organizations served by the National Customer Service Association are protected by a Confidentiality Agreement. Occasionally, NCSA customers grant permission to publicly share select information concerning their relationship with the NCSA. We regularly reach out to successful certification recipients for permission to share their personal or organizational information in recognition of their achievement. For example, the NCSA homepage features NCSA certification recipients who have voluntarily shared their information with the customer service community. Please check NationalCSA.com periodically for updates.
How can I use the NCSA certification in my professional work?
There are several opportunities to highlight your commitment to service excellence through NCSA certification:
Are individuals and organizations outside the United States able to participate in the NCSA certification programs?
Yes. Because the discipline of customer service—service excellence in every customer interaction—is universal, the certification designations are recognized internationally. Customer service professionals throughout the world have become certified by the NCSA. All fees are remitted in US dollars.
Is there a course to attend for certification, either online or in-person?
The certification process is an online exam which applicants may take at their own convenience. The required study guide for the CCSP exam is Managing Service Excellence, and for the DCSP exam, is Maximizing Customer Loyalty, both by C. William Crutcher and available in paperback, eBook, and PDF download. Applicants may purchase the books through all major online retailers or on the NCSA website and study for the certification exam at their own pace. Other than having worked in the customer service field for at least two years for CCSP eligibility, no other commitments of time either online or in-person are required to sit for the exam.
For additional information contact the NCSA at: certifications@nationalcsa.com.
