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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 actively participated in the field of customer service for at least one year, and have passed a rigorous examination in the discipline of customer service. And it means 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: Managing Service Excellence by C. William Crutcher. The exam focuses on Chapters 1, 2, 4, 10 & 11. 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.

 

EXAMINATION PRICING

  Individual Group of 2 - 5 Individuals Group of 6+
Individuals
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

 

INDIVIDUAL
DCSP Registration
GROUP
DCSP Registration

 

DCSP EXAMINATION DETAILS

  • Certification requirements and process:
    1. To be eligible for the DCSP certification, you must have at least one year of experience actively participating in the field of customer service.
    2. To prepare for the DCSP examination, you must read and familiarize yourself with Chapters 1, 2, 4, 10 & 11 from the study guide: Managing Service Excellence by C. William Crutcher. All of the exam questions are based on these chapters, and no other preparation is required.
    3. Register for the DCSP examination as an individual or enroll a group for discounted fees.
    4. Pass the exam, and receive your DCSP certification!

  • The comprehensive onlike DCSP Examination consists of 120 objective and true/false questions covering the following topics:
    1. Foundations of Service
    2. Human Dynamics
    3. Customer Interaction
    4. Application Scenarios

  • Upon registering for the DCSP Examination, you may take the examination immediately or anytime within 30 days of registration.
  • Candidates have 90 minutes to complete the examination. Once started, the exam may not be paused at any time.

  • Note: If you require more than 90 minutes to complete the exam due to a special need, please email DCSP@nationalcsa.com with your time extension request and the reason for requesting the extension before registering for the examination. The NCSA will review your request and, if approved, will provide you with an "Extension Code" to enter in the Examination Registration form. Please note this accommodation is for the length of time only for taking the exam and does not apply to any other aspect of 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.

  • The DCSP Certification is valid for a period of two years.

For additional information contact the NCSA at: DCSP@nationalcsa.com.