Advance your career with our core skills certification course. Learn how to engage customers, manage complaints, and create exceptional experiences that build loyalty.

CCSA Certification – Course 2 of 5

What You'll Learn

This course focuses on the most in-demand skills required for front-line customer service professionals.

Skill Development:
  • Communicate with empathy, confidence, and professionalism
  • De-escalate conflict and manage difficult customer situations
  • Accept responsibility while protecting your reputation and credibility
  • Deliver service that is proactive, accountable, and highly valued
  • Turn mistakes into opportunities for stronger customer relationships

Why It Matters

Today's customers expect more than fast answers; they want thoughtful service, clear accountability, and a real human connection. Core service skills help you navigate daily challenges, resolve issues with professionalism, and build trust that lasts.

Course Format

  • Length: ~90 minutes of self-paced video content
  • Modules: 6 (includes exercises and downloadable workbook)
  • Skill Level: Entry-level and career professionals
  • Access: Paid, 1-year unlimited access
  • Certificate: Instant digital certificate upon completion

Course Modules

  1. Why Core Skills Matter in Customer Service
  2. Communication Skills for Clear and Respectful Conversations
  3. Accepting Responsibility and Owning Outcomes
  4. Conflict Resolution and Emotional Control
  5. Exceeding Expectations Through Accountability
  6. Becoming a Service Professional Customers Trust

Who This Course Is For

  • Front-line customer service professionals
  • New hires in call centers or support teams
  • Aspiring service team leads or supervisors
  • Anyone seeking stronger people skills and service mindset

Partnership

This certification offering is made possible through a strategic partnership between CustomerSuccessU and ASTEVEN Energy Institute. As a recognized pioneer in workforce development, ASTEVEN brings a strong commitment to practical, skills-based learning.

Together, we are expanding access to high-quality customer service training and certification across Africa. This collaboration empowers individuals with the professional tools and global credentials needed to succeed in today’s customer-focused economy, reflecting our shared mission to create inclusive opportunities for lifelong growth and employment.

Not-for-Profit Mission

CustomerSuccessU is a global not-for-profit organization committed to making career advancement accessible to everyone. We offer free and affordable courses, certifications, and resources to support individuals at any stage of their professional journey, whether they are beginning their careers, transitioning to a new field, or preparing for leadership roles.
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Your Next Step

Continue growing your skills and advancing your career with our next course: Customer Service Delivering Impact. This course is the next step on your path to earning the Certified Customer Service Associate (CCSA) designation. Each course you complete brings you closer to full certification and recognition as a CCSA by CustomerSuccessU.

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