National Customer Service Association
National Customer Service Association
...Customer First

NCSA DCSP Certification

DCSP® Certification

DCSP - Direct Contact Service Professional
World-class credentials for customer service professionals across the globe

What does it mean to be a 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. Earning the DCSP® designation elevates your standing in the discipline of customer service.

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 the CCSP Certification page.

EXAM DETAILS

  • Exam process:
    1. Prepare: Purchase the required study guide, Maximizing Customer Loyalty by C. William Crutcher. All exam questions are based on this book. No other preparation is required.
    2. Register online:
      • As an individual—you will need to create or log in to your NCSA account first.
      • Enroll a group for discounted fees.
    3. Take exam online: You may then take the DCSP exam immediately or return to your NCSA account later to launch the exam.
    4. Receive certification: Score 75% or higher on the exam, and receive your DCSP certification! The certification is valid for two years. You may then apply for DCSP Life-Certification.
  • The online DCSP exam consists of 200 multiple choice questions covering topics from the study guide, Maximizing Customer Loyalty.
  • The exam is self-paced and immediately provides a pass or fail result. You must score 75% or more to pass.
  • If you fail the exam you may retake it. View the Exam Retake Policy for more information.
EXAM FEES Individual Group of 2+ Individuals
 
General $325 USD $305 USD / ind.
NCSA Member Discount $275 USD $260 USD / ind.
Student Discount $270 USD $255 USD / ind.
Non-Profit - 501(c)(3) Discount $270 USD $255 USD / ind.
US Veteran / Active Military Discount $270 USD $255 USD / ind.
Workforce Development Groups N/A $195 USD / ind.
Testimonials
DCSP		 Retake DCSP exam DCSP Group Enrollees

For additional information contact us at DCSP@nationalcsa.com.

 

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