Dates and schedule for the 1st diet of all WAACSP certification programs have now been released by the body.
Delayed as a result of the training and certification of more CS instructors/coaches, the association will now focus on getting more ECOWAS nationals trained and obtain the professional customer service certifications; basic and advanced.
Each year, WAACSP conducts its program aimed at educating and certifying prospects in customer education with a view to empower and improve the quality of service professionals, increase human capacity in the sector thereby making resource persons available and take service quality a notch higher.
Here are the details :
PROFESSIONAL CERTIFICATION IN CUSTOMER SERVICE (Basic)
Program synopsis: this certification program is the basic entry level course certification for persons who desire to start a career in customer service or persons already practicing but without a professional certification to boot.
For whom: new entrants into the customer service industry or service persons already in the industry but not fully certified or professionalized.
The course offering is a 5 module program covering
- Introduction to customer service
- Psychology and science of a customer.
- Service touch points and delivery mechanisms.
- Identifying and dealing with various customer types.
- Various service engagement outlets and ethics to engaging and resolving
- Practical training on CRM tools.
Class session holds over a 3day period and certification asseement 2 days subsequently.
All sessions are online via Zoom. Participants, upon registration will have access to the school portal to complete the pre program test, access all 5 modules, download and read them up before the 3 days class sessions.
Certificate to be awarded:
Basic Certification in Customer Service (BCCS) leading to being accredited as a CERTIFIED CUSTOMER SERVICE PROFESSIONAL [CCSP].
Training by: WAACSP affiliate in each country in association with the WAACSP trainers network
Certification and accreditation by: West Africa Association of Customer Service Professionals [WAACSP]
Program fee: $50 (equivalent in local currency)
To register for the program,
Click HERE to apply with a WAACSP training affiliate in your country.
PROFESSIONAL CERTIFICATION IN CUSTOMER EXPERIENCE & RELATIONSHIP MANAGEMENT (Advanced)
This certification will improve participants on a higher cadre of customer service, experience and relationship management. Will cover understanding service experience, relationship, quality assurance, set up, manage and organize a customer service unit/department, track staff performance, client needs assement, back and front end data management and analysis. At the end of the program, participant should be adequately equipped to set up a CS unit/department, drive, manage, and deliver on experience management whilst maintaining and growing client base with stats to show.
CS executives, officers, call centre agents, front desk officers, service consultants etc with not less than 3 years working in a customer service role who desire to move up the CS cadre to being a supervisor, quality assurance analyst, manager, unit head etc.
Customer Experience Management (CEM) journey, set up, mapping, strategy, implementation, competition and positioning.
Quality assurance and control
Product development, lifecycle,
data and analysis, seeing to KPI’s, monetizing growth and client retainership.
Five (5) weekends, classes is online via Zoom with continuous assessment, study materials, paper presentation via the school learning management portal
Certification to be awarded:
Advance certificate in customer experience & relationship management [ACCERM] and being accredited senior certified customer experience management professional [SCCEMP]
Certification & accreditation by : The West Africa Association of customer service professionals [WAACSP].
Africa’s leading customer experience educators/experts led by Yvonne Ohui MacCarthy (Board chairperson, WAACSP).
May 1st, 2022
Start date: July 29th, 2022.
Entry closes: July 15th, 2022.
Program fee: $150
For members of WAACSP - $100
Non members but with a WAACSP BCCS certificate - $130
(All fee are denominated to equivalent in country local currency)
Payment can be paid in full or in 2 installment of 50% pre program and 50% before end of week 2 of program.
Click here to start the ACCERM registration process