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How it Works


The Customer Service Manager Certification (CSMC) designation program is a self-paced training and certification program on customer service fundamentals, industry terms, and best practices. The CSMC  program is self-study and 100% online. That means you get to set your own pace and take as long as you need.

With case studies and the appropriate coaching, participants will master the skills necessary for appropriately attracting, retaining, and creating loyal customers and clients in order to build a business with exceptional customer service. Best practices for all points of contact with customers will help to instill the confidence to handle each customer with care and respect.

To earn the CSMC designation:

    1. Register for the CSMC program.
    2. Purchase the required text book shared in the study guide and syllabus (below), and on the required reading page.
    3. Go through the materials in the books, videos, and audio resources. With the study guide and mock exam, study for the examination.
    4. Complete the project, as laid out in the study guide and on the project overview page.
    5. Schedule an examination by sending in your completed project.
    6. Score an 80% or higher grade on the examination and project, and earn the CSMC  designation and certification.

Most people can complete the program in 3-6 months, but there is no deadline or expiration to your registration. Once you register, you have lifetime access to the online materials and can complete the course at your own speed. With an exam held every month, the CSMC can be completed as quickly as you’d like.

Once you enroll, use our audio and video study materials, complete the project laid out in the study guide, and pass our timed online examination, you will earn the CSMC certificate. Please find an example of the certificate you will receive upon completion to the right.


If you have questions about the program please call our team at (305) 503-9050 or see our list of common questions

Sample Expert Audio Interview: Shep Hypken – Customer Service Expert (Download this Expert Audio Interview in MP3 Format)

Sample Video Module: When you join the CSMC program, you gain access to 35 instructional videos on customer service, loyalty, and customer service management. Here is an example video below:

How to Manage Customer Service Departments (Download this Video in MP4 Format)

To learn more about the CSMC program, here are some helpful downloads:

 .   – Syllabus: CSMC Syllabus (PDF)
 .   – Study Guide: CSMC Study Guide (PDF)

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