National Customer Service Association
NCSA Membership Log In Contact Us
National Customer Service Association
...Customer First
DCSP® Certification
Overview Registration Group Registration Take the Exam Group Administration Life-Certification Testimonials
Benefits DCSP Study Guide FAQ's Retake Policy

NCSA DCSP Certification

DCSP® Certification

DCSP - Direct Contact Service Professional
Accessible to customer service professionals anywhere in the world!

What does it mean to be an NCSA-certified Direct Contact Service Professional? It means that you have proven your dedication to taking service seriously. It means that you know that putting the customer first is a win for everyone, and your organization and your customers can rely on you as a true customer service professional. It means that you have passed a rigorous examination in the discipline of customer service and that you are committed to the highest standards of excellence and ethics in service for every customer—internal and external—with every interaction.

The DCSP examination is administered online through our website at the convenience of the applicant. The required study guide for the DCSP exam is: Maximizing Customer Loyalty by C. William Crutcher. This book is available through all major online book retailers in both print and eBook formats or through the NCSA website as a PDF download. No other commitments of time either online or in-person are required.

Please see the DCSP Examination Details below for complete information about the certification requirements and process, including the pricing for both individuals and groups of 2 or more.

The DCSP designation is designed for direct contact employees, including customer service representatives, call center staff, etc., and focuses on pertinent topics such as customer interaction, communication, rapport and relationship building. If you are a management-level professional (supervisor, manager, director, etc.), please visit CCSP Certification.

Earning the DCSP designation elevates your standing in the discipline of customer service.



  Individual Group of 2 - 5 Individuals Group of 6+
General $325 USD $310 USD $295 USD
NCSA Member Discount $275 USD $260 USD $245 USD
Student Discount $260 USD $245 USD $230 USD
Non-Profit - 501(c)(3) Discount $260 USD $245 USD $230 USD
US Veteran / Active Military Discount $260 USD $245 USD $230 USD
Workforce Development Groups N/A $175 USD $175 USD


DCSP Registration
DCSP Registration



  • Certification requirements and process:
    1. Prepare: Purchase and read the required study guide, Maximizing Customer Loyalty by C. William Crutcher, at your own pace. The study guide is available in paperback, eBook, and PDF formats. All of the exam questions are based on this book, and no other preparation is required.
    2. Register online: Register for the DCSP exam as an individual or enroll a group for discounted fees.
    3. Take exam online: After registering, you may take the DCSP exam online anytime within 30 days of registration via this link. You will also receive the link by email, or click "Take the Exam" in the DCSP Certification menu above.
    4. Receive certification: Pass the exam with a score of 75% or higher, and receive your DCSP certification! The DCSP certification is valid for a period of two years. You may then apply for DCSP Life-Certification.

  • The comprehensive online DCSP Examination consists of 200 objective and true/false questions covering the following topics:
    1. Foundations of Service
    2. Human Dynamics
    3. Customer Interaction
    4. Employer Development
    5. Application Scenarios

  • Upon registering for the DCSP Examination, you may take the examination immediately or anytime within 30 days of registration.
  • Allow 120 minutes (two hours) to complete the exam. Once started, all five sections must be completed and the exam submitted in one sitting.

  • Please ensure you have a stable internet connection, as is required to complete and submit the exam.

  • Once completed, the examination will be system-scored and immediately provide a result of "Pass" or "Fail." A score of 75% or more is required to pass the examination.

  • If a candidate fails the examination they may retake it by re-registering and paying the examination fee. There is no limit on the number of times a candidate may take the examination.

For additional information contact the NCSA at: